Our renowned payments infrastructure client is searching for aCustomer Success Managerto join their growing team inLondon. Their market-leading solution enables payment providers to launch their own Pay-By-Bank as a core payment method and facilitate further growth for their customers. They have a great product and brand; as such, are on a strong growth trajectory.
This experienced CSM will relish driving commercial success and managing a select pool of existing large global strategic partners. Your customers will be PSPs, APMs, banks and aggregators and core tasks are covering AM, renewals, up-selling etc.
This is a commercially focused role: measurement of your success will ultimately be visible through the increase in transactional volumes against set targets through existing engagement, but also the promotion of new and additional services and lengthened relationships.
Responsibilities
- Seek and implement incremental transactional volume initiatives and opportunities
- Understand customer strategy, establish and coordinate training, adoption and usage
- Navigate customer landscapes to develop a maintainable trusted advisor relationship with executive sponsors, as well as project/product owners
- Evangelise products/technology to excite and encourage strategic customers to push the boundaries of what they can achieve with A2A payments
- Build and implement a global enablement plan to demonstrate a clear path to significantly increased transactional volumes
- Lead, manage and participate in activities that drive adoption and consistent active use (eg. Sales training, Webinars, SME status)
- Drive regular relationship oversight with well-designed reporting on KPIs, results & actionable items
- Planning and orchestration of regular Strategic Business Reviews/Executive engagements
- Internally, engage at an early stage of the Customer journey to ensure close alignment with Sales, Implementation and Product teams
- Work closely and proactively with existing Programme Managers and Technical Account Managers to ensure that customer expectations are consistently met and surpassed
- Responsibility for the overall customer health reporting and monitoring
Qualifications
- A commercially focused behavioural style that gets excited by achieving empirical targets
- A proven track record in strategic relationship management
- Previous experience working in a Client Success role with a Solution/SaaS vendor, having led high volume and complex relationships
- Knowledge and experience within a payments organisation will allow the successful applicant to engage and progress with our strategic customers far more swiftly and efficiently
- The ability to demonstrate account portfolio planning proficiency, combined with the ability to prioritise work and strong time management skills
- Organisation skills and a structured working approach are critical, plus the ability to deal with several different customers/activities in parallel
- Excellent interpersonal skills and the confidence to be an open advocate, willing to push back when needed
- Possess excellent verbal and written communication skills, including ability to present to decision-makers
- Ability to deliver customised presentations and demonstrations, either via web conference or face-to-face. Including the delivery of quarterly business reviews
- Must be highly self-managed, responsive, with a passion to serve the customer
- A strong desire to invest in your own professional and personal development, whereby you'll take ownership over acquiring additional skills and knowledge beyond that required by the organisation and day-to-day demands of the role
- Ability to influence and drive issue resolution with cross-functional teams within the organisation
Bonus points for:
- Experience within Open Banking, Open Payments or Open Finance
- Experience in a fast-growing Fintech start-up or scale-up
Benefits
- Market-leading salary and bonus scheme
- Meritocratic working environment and strong career progression opportunities
- Flexible working
- Collaborative working environment
- Opportunity to work on cutting-edge fintech products, using the latest tools and technologies
- Private healthcare
- Generous pension
- Share options
- A superb culture
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Eligibility
No sponsorship is on offer for this role. Only candidates eligible to work in the United Kingdom will be considered for this role.
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