CUSTOMER SUCCESS MANAGER – BANKING SOLUTIONS AND SERVICES, AUS 173

 

Base location: Sydney (strongly preferred) or Melbourne, Australia

 

Global Banking Solutions – Fun & High-Quality people to work with – Excellent Financial Compensation – Unique benefits package including a very attractive  leave plan – Work Life Balance genuinely encouraged

 

Australia & New Zealand Customer Success Manager – Banking Solutions and Services will be a key member (individual contributor) of the Customer Experience team in the Sales organization. The Customer Success Manager will work together with Sales, Account Directors and Account Executives to drive customer relationship management with the goal of on-sell, retaining customers, ensuring customer loyalty, providing advisory services that drive customer success with our client.

 

The Customer Success Manager works closely and co-owns the relationship with the Sales Team, Account Directors and Account Executives for assigned accounts and contributes Customer success plan into overall Account Plan.

 

Job Description

  • The scope consists of:
    • Health (on-sells, account mgt to ensure customer is up to date with the solution e.g. upgrades, maintenance extensions, enhanced support etc.)
    • Adoption (on-sells and acct. mgt for to ensure customer is using all available tools e.g. configuration, testing packages etc.)
    • Governance (set up and manage a healthy governance between our client and their customers)
  • The Customer Success Manager utilizes a combination of industry knowledge, business strategy expertise, product knowledge sales and account management experience to help our client’s customers innovate more quickly and gain a competitive advantage in the marketplace.
  • Shares responsibility of Account Ownership with the Account Directors and Account Executives for the assigned accounts.
  • Engages with and builds meaningful relationships with executive stakeholders and functional leads within the Banking and Financial Services sector.
  • Maximizes value of our client’s solutions for the customer by engaging and coordinating relevant functions to drive improvements if needed.
  • Co-owns with the Account Director the customer facing aspects of retention, satisfaction and loyalty.
  • Helps to develop and maintain a strategic roadmap with a select group of enterprise accounts to ensure the successful and broad adoption of client’s solutions.
  • Assesses the escalation level needed and move customer up/down in escalation chain – with clear exit criteria agreed with the client.
  • Incorporates understanding GTMs and product roadmaps they fit to customer needs in cases where a recovery program is needed.

 

Qualifications

  • Mandatory: Experienced in a similar role managing banking customers’ accounts for complex banking software. (This not an admin of client metrics role!)
  • Mandatory: Knowledge of Banking Clients and Financial Services Industry, products / solutions (this is not a role for hardware/infrastructure/telecom space).
  • Strongly Preferred: Experience with Banking SaaS sales.
  • 10-15 years’ experience in a customer facing role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels. ( C-Levels)
  • Have in-depth understanding of value drivers, passionate about the success of customers, can demonstrate sales acumen through previous employment, including proven success owning renewal business.
  • Previous experience in working with clients to build Account Plans and Customer Success Plans, establishing critical goals, to aid the customer in achieving their objectives.
  • Ability to interact and build relationships at the C level within client organisation in Banking and Financial Services and align to the client strategy, influence client strategy with our client’s offering.
  • Existing knowledge and a network within the client organisations globally or at respective region at the executive level is a big plus.
  • Excellent communication and presentation skills
  • Good technical and problem-solving skills coupled with the ability to provide quick resolution to problems.
  • Solid Customer Success management track with clear understanding of customer life cycle and related vendor engagement.
  • Strong Knowledge of project management.
  • Fluent in English
  • 15 to 30% expected travel

 

CONFIDENTIAL ROLE AND EXCLUSIVE TO ANKH. ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED. APPLICATIONS WITHOUT DETAILED CVs ATTACHED WHICH ONLY PROVIDE SUMMARY LINKEDIN PROFILES and THOSE WHICH DO NOT POSSESS THE MANDATORY REQUIREMENTS CANNOT BE CONSIDERED.