CSM Madrid
Position Description:
Our client is the leading provider of AI-based Big Data analytics.
We are dedicated to helping financial organizations combat financial crimes through money laundering and facilitating malicious crimes such as terrorist financing, narco-trafficking, and human trafficking which negatively impact the global economy. Our Unsupervised and Semi-Supervised Intuitive AI solutions enable clients to manage risk, detect money laundering schemes, uncover operational issues, and reveal valuable new growth opportunities.
Recognizing that our customers are the linchpin of our success, we are actively seeking a dedicated Senior Customer Success Manager (CSM). In this role, the CSM will guide our customers through their post-sales journey at our clients, ensuring customer satisfaction, sustained engagement, and the cultivation of enduring relationships.
The ideal candidate will possess an in-depth understanding of our customers’ business in order to make the most value out oft our clients solutions and meet the customer business goals. The CSM should excel in developing robust relationships with customers, providing consultative solutions, and leveraging data-oriented insights to empower customers in extracting maximum value from the client.
Main Responsibilities:
- Manage a portfolio of enterprise customers, driving value realization from our client solutions.
- Focus on client satisfaction, enhancing retention, renewals, and adoption rates.
- Oversee customer adoption, emphasizing enablement and increased product usage.
- Collaborate internally with cross-functional teams including Sales, Solution Consulting, Customer Operations, Support, Training and more, to provide best practices for extracting maximum value from Their products.
- Establish strategic relationships, manage customer health, and mitigate risks post-onboarding.
- Develop functional expertise in their solutions to support day-to-day interactions.
- Conduct periodic strategic business reviews, aligning outcomes with Thy solutions.
- Map customer businesses, ensure contract renewals, and identify new needs.
- Identify growth opportunities and leverage resources to drive customer success.
- Engage in strategic account planning with key stakeholders, acting as a renewals brand ambassador.
- Expand their influence within accounts to drive engagement and reference ability.
- Provide overall customer lifecycle management, tracking improvements, conducting ad-hoc analyses, collaborating with cross-functional teams, ensuring customer satisfaction, and supporting timely payment of invoices
Position Requirements:
- Over 10 years of experience in customer success, customer relations or a related field.
- Experience in establishing relationships with senior stakeholders.
- Previous experience managing experience working managing enterprise banking customers with/for Tier 1 global banks, specifically at the financial Crime or the Payment space.
- Strong verbal and written communication skills with the ability to convey complex ideas and present business value.
- Effective relationship-building and influencing abilities.
- Demonstrated analytical and problem-solving skills.
- Proven quantitative data analysis skills with business insight.
- Independent learner with adaptability.
- Ability to operate with minimal guidance and structure in a fast-paced, client-focused environment
- Self-motivated team player excelling in a dynamic environment.
- Strategic thinking and execution skills.
- Bachelor’s degree or equivalent work experience.