Customer Success Manager

London, U.K.

Job Summary:

Our client’s platform automates workflows, provides real time analytics, and seamlessly connects customers and their clients. Using the most innovative cloud-based technology, our platform increases efficiency and transparency, improves connectivity, and  reduces risk, both internally in an organization and across the entire ecosystem.

Role Responsibilities:

●       Develop a deep functional and technical understanding of our expanding software platform, and use this knowledge to drive customer adoption and retention

●       Collaborate closely with Sales to lead and support software demonstrations, customer trials, proposals,contracting, renewals, and expansion opportunities

●       Solicit and document customer business and technical requirements, identifying specific target outcomes and partnering with Product & Engineering to develop plans for delivery

●       On-board customers onto the platform and train them for optimal use

●       Provide customers with post go-live troubleshooting assistance and technical support

●       Collect and analyse customer health metrics to identify usage and support trends, spot systemic issues, and identify opportunities to reduce friction over time

●       Identify expansion opportunities for new and existing products

●       Represent the voice of the customer to inform Sales and Delivery process improvements and provide input into our product road map


Key Skills:

●       A university degree in Computer Science, Engineering, or Finance/Accounting

●       5+ years in Technical Sales,Delivery and/or Technical Account Management

●       3+ years at a Foreign Exchange technology company

●       A passion for helping customers solve tough business problems with technology

●       An ability to manage multiple priorities and projects in a fast-paced environment

●       Exceptional communication skills with a focus on quality and a high attention to detail

●       Excellent analytical ability and data processing skills

●       Driving, self-motivated,enthusiastic, and with a “can-do” attitude

●       Familiarity with Sales force a plus