Customer Success executive

hace 2 semanas

Guadalajara, México Finastra A tiempo completo

Accountabilities

The successful candidate will play a pivotal role as the owner of various stages of the customer journey and co-owning the customer relationship (with the Account Executive where appropriate) on behalf of Finastra. Our Customer Success Executives take proactive and strategic approach, ensuring customer satisfaction, and driving success throughout the entire customer lifecycle. By balancing the ‘Business as Usual’ aspects of day-to-day management with a longer term customer success strategy that increases adoption and retention.

The CSE will be responsible for an individual portfolio of customers, spanning the TCM product portfolio. Critical to the success of the role will be achieving individual targets - such as the increase in Net Customer Growth (NCG) which focuses on the overall revenue generation at a portfolio level and Upsell, which is the increase in penetration of strategically important products.

To be successful in the role, the Customer Success Executive will need to build and maintain strong internal networks across the Sales, Support, Services and Product organizations, partnering with these teams to deliver the best possible solution(s) & service(s) to our customers. The CSE will also provide a critical conduit to the Product Development teams that ensure a continuous feedback loop is maintained to enable all perspectives to be considered as part of the product roadmap.

Establish Customer Success plans, building on value proposition(s) developed during sale, that outline the customer’s business goals & priorities. Work with the customer to define & track value realization of our Treasury and Capital Market solutions against these goals to drive adoption and understanding our product portfolio.

Actively manage account to identify risks proactively. Orchestrate resolution process for escalations, working with & mediating internal teams to track, manage and resolve these in a timely and professional manner.

Strategic Goals & Deliverables:

  • Our Customer Success Executives, as well as focusing on overall client satisfaction, have strategic goals of delivering value to the customer by improving retention, renewals and adoption rates in line with our success strategy.

  • Drive adoption through actionable insights, customer focus, proactive engagement, experience improvement and ‘customer first’ culture. Balancing the importance of maintaining revenue -shape and influence the success change agenda for each customer.

  • Identify and manage areas where the client has expectations that are misaligned with their contract / Finastra policy and work to gain re-alignment.

System Implementation:

Ensuring smooth setup and successful onboarding experience, working with Project Manager and Implementation teams to provide oversight for successful go-live.

  • System Use and Satisfaction Post-Go live:

  • Develop and execute success plans in collaboration with the Account Executive for each customer, focusing on their unique needs and goals.

  • Engage proactively and frequently with customers, to build strong relationships.

  • Utilize architecture and usage data to derive insights and proactively manage risks.

  • Coordinate with the Customer Support team to address production escalations raised by customers.

  • Manage the end-to-end process for at-risk customers, from detection to resolution.

Customer Expansion and Retention:

  • Drive the customer upgrade campaigns by identifying, qualifying, and raising upgrade opportunities both internally and with the customer.

  • Support the identification and creation of software leads at the customer level.

  • Collaborate with Account Executive to manage all opportunities, including services, upsells, renewals, and compliance.

Qualifications and Experience:

Desired:

  • Experience within the Treasury and Capital Markets sector.

  • Experience with Treasury and Capital Markets software, whether at a bank, consulting company, or software vendor

  • Ability to interact and demonstrate presence with all levels of stakeholders (from business users to senior levels), whether within Finastra or with the customer.

  • Ability to work autonomously, take ownership & accountability, while rallying individuals, teams to support customer towards end goal.

  • Technical and problem-solving skills and ability to understand or recognize root causes of issues.

  • Exceptional relationship-building capabilities and effective communication, presentation, and interpersonal skills. Ability to challenge, negotiate, influence, and persuade stakeholders especially business users. 

  • Analytical mindset and ability to derive insights from data.

  • Organizational skills, can prioritize, multi-task and demonstrate adaptability. 

  • Project Management skills including strong reporting capability. 

Differentiators for High Performance:

  • Experience developing and delivering against Customer Success plans

  • Experience in Customer Success role in similar Industry and/or regional

  • Experience of CRM tooling

  • Expertise in Opics or Summit or Kondor, and Risk Products with detailed use-case knowledge or otherwise other similar treasury and capital market solutions. Previous exposure to support or implementation of such solutions at Financial Services organizations

  • Have a commercial & business Acumen. – understand & speak to business drivers

If you are passionate about customer success, thrive in a dynamic environment, and are dedicated to fostering customer loyalty, we invite you to apply for this exciting opportunity.

  • Customer Success executive

    hace 8 horas

    Guadalajara, México myGwork - LGBTQ+ Business Community A tiempo completo

    This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community. ResponsibilitiesAccountabilitiesThe successful candidate will play a pivotal role as the owner of various stages of the customer journey and co-owning the customer relationship(with the Account Executive where appropriate) on behalf of Finastra....

  • Customer Success executive

    hace 3 horas

    Guadalajara, Jalisco, México myGwork - LGBTQ+ Business Community A tiempo completo

    This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community. ResponsibilitiesAccountabilitiesThe successful candidate will play a pivotal role as the owner of various stages of the customer journey and co-owning the customer relationship(with the Account Executive where appropriate) on behalf of Finastra....

  • Customer Success Manager

    hace 4 semanas

    Guadalajara, México Think Future Technologies México A tiempo completo

    **Customer Success Manager** The Customer Success Manager is responsible for promoting and attaining best-in-class retention, growth, and advocacy among an assigned book of business. The Sr. CSM empowers customers to run engaging and successful events on our platform through best practice sharing, strategic advice, consultation, and achievement of executive...

  • Associate Director, Customer Success

    hace 4 semanas

    Guadalajara, Jal., México Rippling A tiempo completo

    Radian Generation is a global provider of critical technology-forward services designed specifically to support the comprehensive lifecycle of renewable facilities—including solar, wind, and energy storage. Who We Serve Radian Generation’s wide range of commercial, technical, and compliance services provide developers, owners, and operators with...

  • Customer Success

    hace 4 semanas

    Guadalajara, México Aspiria A tiempo completo

    **Aspiria** es una empresa de servicios financieros digitales, que ayuda a incrementar el acceso a capital a los negocios de México a través de su plataforma en línea. Nosotros buscamos cómo hacer llegar el capital de manera sencilla y rápida a los negocios mexicanos, los cuales son el motor de la economía. Aspiria te invita a formar parte de su...

  • Customer Success Specialist

    hace 4 semanas

    Guadalajara, México Sofia Health A tiempo completo

    **About Us**: Sofia Health is a leading online platform dedicated to promoting holistic well-being by connecting consumers with a diverse range of wellness services and products. Our mission is to make wellness accessible and convenient, empowering individuals to prioritize their health and happiness. **Job Overview**: **Customer Success Specialist**: -...

  • Customer Success Executive TI

    hace 3 semanas

    guadalajara, México Recooty A tiempo completo

    Job Responsibilities Trabaja con una empresa con base en Texas, US! Golden Section Technology guía a las empresas innovadoras. Nuestro equipo experimentado son guías, compuestos por emprendedores seriales y talentos de desarrollo senior, que ayudan a las empresas a definir, evaluar y ejecutar iniciativas de tecnología. Brindamos una estrategia clara y...

  • Customer Success Associate

    hace 4 semanas

    Guadalajara, México Wobot.ai A tiempo completo

    **Responsibilities**: - Own overall relationship with clients, including managing on-boarding, implementation, training, increasing adoption, and high levels of customer satisfaction - Establish a trusted and strategic advisor relationship to help drive the continued value of our product - Maintain and develop customer success strategies and best practices,...

  • Customer Success Executive TI

    hace 3 semanas

    Guadalajara, Jal., México Recooty A tiempo completo

    Job Responsibilities Trabaja con una empresa con base en Texas, US! Golden Section Technology guía a las empresas innovadoras. Nuestro equipo experimentado son guías, compuestos por emprendedores seriales y talentos de desarrollo senior, que ayudan a las empresas a definir, evaluar y ejecutar iniciativas de tecnología. Brindamos una estrategia clara y...

  • Customer Success Analyst

    hace 4 semanas

    Guadalajara, México WIGGOT EVOLUCION INMOBILIARIA A tiempo completo

    Somos una empresa de tecnología, damos servicio a plataformas digitales del sector inmobiliario. Estamos en búsqueda de: **Customer Success Analyst** **Requisitos del puesto** - 2 a 3 años de experiência en ventas en línea y telefónica - Experiência en plataformas digitales y herramientas de mensajería - Experiência en startups **Responsabilidades...

  • Customer Success Manager

    hace 4 semanas

    Guadalajara, México BringIT A tiempo completo

    **We are Bring IT!** We are a fast growing, young and dynamic professional services company bringing digital transformation to our customers around the world. From taking products to the market, to boosting productivity with the right technology and processes, the work we do is improving the way people work. To get there, we’re building a global and...

  • Customer Success Manager

    hace 4 semanas

    Guadalajara, México Valce Talent Solutions A tiempo completo

    **About Us**: Diligent is the leading governance, risk and compliance (GRC) SaaS company, serving 1 million users from over 25,000 organizations around the world. Our software enables holistic and informed conversations about GRC and ESG to ensure CEOs, CFOs and the board have an integrated view of audit, risk, information security, ethics and compliance...

  • Customer Success Manager I- us Based Company

    hace 4 semanas

    Guadalajara, México Radian Generation A tiempo completo

    **About Us - **What We Do** Radian Generation is a global provider of critical technology-forward services designed specifically to support the comprehensive lifecycle of renewable facilities—including solar, wind, and energy storage. **Who We Serve** Radian Generation’s wide range of commercial, technical, and compliance services provide developers,...

  • Sales B2B Saas Executive

    hace 4 días

    Guadalajara, México Snap It Go A tiempo completo

    Sales **B2B SaaS** Company Executive Company: Snap It Go Location: Guadalajara Required Language: English (C1/C2) Job Summary: At Snap It Go, we are seeking a highly motivated and creative individual for the Sales B2B SaaS Executive position to strategically lead our sales initiatives. We operate through the Snap It Go platform, providing services to the...

  • Customer Success Manager

    hace 7 días

    Guadalajara, México Ensitech A tiempo completo

    Responsibilities: Team Management - Responsible for leading the Customer Support team so they can be knowledgeable, empowered, empathetic, and solution-focused while addressing questions, issues, or incidents within SLAs that result in a high level of customer satisfaction - Establish goals and objectives for the support team - Define KPIs for the team and...

  • Client Success Associate

    hace 4 semanas

    Guadalajara, México VIPRE Security Group A tiempo completo

    The Client Success Associate participates in a team-selling environment and will work with Client Success Managers to guide our clients and partners through the subscription lifecycle from purchase to renewal. The Client Success Associate will assist our clients and partners with sales support, quote management, and order management, among other duties. The...

  • Executive Assistant

    hace 4 semanas

    Guadalajara, México Athena Systems A tiempo completo

    WORK FROM HOME We are looking for a motivated and enthusiastic individual with a "Getting-Things-Done" Mindset to reinforce the Team in daily supporting tasks and strategic projects with our clients. **About The Role** **Requirements**: 2+ years of Executive Assistant experience, supporting C- level executives. An in-depth understanding of the Microsoft...

  • District Sales Executive

    hace 6 días

    Guadalajara, México Expeditors A tiempo completo

    Job DescriptionThe focus of the District Sales Executive (DSE) is on achieving results that are aligned with the overall organization and it's strategic goals. Initiative, coupled with a sense of competitive drive, and the ability to stay focused on results despite changing conditions, are the keys to achieving the performance objectives of the District...

  • Executive Assistant

    hace 4 semanas

    Guadalajara, México Benchmark A tiempo completo

    **BENCHMARK GUADALAJARA IS LOOKING FOR THE FOLLOWING PROFILE**: Executive Assistant **COMPANY DESCRIPTION**: Benchmark provides comprehensive solutions across the entire product lifecycle, leading through its innovative technology and engineering design services, leveraging its optimized global supply chain, and delivering world-class manufacturing...

  • Solution Engineer/ Pre-sales

    hace 7 días

    Guadalajara, México Human Access A tiempo completo

    ¡¡We are looking for Solution Engineer/ Pre-Sales!! Vacancy to work remotely in Guadalajara, travel as required. A video surveillance company is looking for a seasoned, hardworking, smart and overachieving Solution Engineer with proven experience and a passion for selling technology solutions to senior executives. You will be responsible for selling into...