Senior Customer Success Manager

JOIN OUR GROWING TEAM IN LONDON

We are looking for a Senior Customer Success Manager to join our team in London. In this role, you will ensure our clients optimise the use of the SteelEye platform. Reporting into the Senior Customer Success Manager, you will work with our sales, product development and integration teams to give the client a fantastic end-to-end and ongoing experience.

Our clients are all financial services firms, and your role will be to service those clients in the UK and Europe. Your goal is to help our customers and their organisation use the SteelEye platform effectively and provide a high-touch relationship consisting of onsite and virtual meetings that cover customer onboarding, training and support. We only want satisfied clients, so it is up to you to make sure they are happy.

PRIMARY RESPONSIBILITIES INCLUDE:

• Providing customer support as a way of learning the SteelEye products and modules
• Building and maintaining strong stakeholder relationships to ensure we stay in tune with our clients' needs
• Assisting with go-live processes and delivering training for new customers
• Monitoring usage, proactively contacting clients and delivering training to maximise usage, including the identification of any change resistance
• Offering customers a clear view of their objectives to achieve maximum usage and deliver superior customer experience
• Acting as a product expert with a specific focus on usage and improvements
• Acting as the client's voice and providing feedback to the internal team on how we can better serve our clients

KEY SKILLS AND EXPERIENCE:

• Experience with Software or SaaS service delivery and/or customer success management- 5 years' minimum experience in client relationship/client account management role.
• Commercial experience of working in fintech or financial services is an advantage
• Strong Excel and CRM skills, Qlik experience is preferred but not essential
• Excellent communication and interpersonal skills, with the ability to positively influence clients
• Excellent organisation, project management and time management skills
• Prior experience in a technical, client facing role where you are used to managing multiple stakeholders
• Strong teamwork mentality and willingness to assist if needed
• Strong listening skills being able to judge a situation and help customers effectively
• Strong relationship building skills – be empathetic and good at "reading" people