Job Description

Experience Level: Experienced Hire

Categories:

  • Sales & Marketing

Location(s):

  • 7 World Trade Center, 250 Greenwich Street, New York, New York, 10007, US

The Role / Responsibilities:

Customer Success Management is critical to our short-term and long-term profitability as an organization. We are successful when our clients realize continued value from our solutions and services. Customer Success Managers co-ordinate internal resources to promote increased customer adoption and deliver relevant and timely content, ultimately driving higher retention (ARR). The candidate will be able to effectively question their customers about use cases and business outcomes to develop an engagement strategy that aligns our teams with the customer’s objectives. Customer journey mapping, QBRs, health scores and time-to-value are key elements of our operating model. Through customer partnerships the Customer Success Manager will develop client references and source marketing content, sponsor client events and lead other community-building (customer) activities. They will represent the voice of the customer in product roadmap discussions and serve as a channel to the customer base for product communications.

This role requires a strong understanding of commercial banking, in particular corporate lending, finance and/or risk practices. Experience in the use of credit data/credit models for underwriting, allowance calculations (CECL), credit VaR and/or stress-testing is a plus. A successful candidate will define customer engagement strategies by relating their industry and product knowledge to the customers’ critical priorities and co-ordinating involvement of internal experts to support sustained client interactions.

Areas of Responsibility:

Customer Knowledge

  • Gather information on customer use of Risk, Finance and Lending solutions, communicate to internal partners (product, research, services, sales, client support) and co-ordinate involvement of resources as part of a holistic strategy
  • Proactively conduct discovery of the client’s objectives and priorities around the use of our solutions
  • Maintain detailed understanding and documentation of customer use cases, usage metrices, health scores
  • Deepen customer relationships across seniority and functional areas, positioning MA in an advisory role
  • Anticipate customer needs and facilitate delivery of content and insight to deepen their product relationship
  • Impart best practices around solution application to solve customer problems based on jobs to be done (different user needs); e.g., reinforce value to various customer stakeholders
  • Possess necessary expertise and confidence to conduct meetings independently
  • Work closely with the Sales account team to align sales plan with CSM success plan
  • Coordinate delivery of Quarterly Business Reviews (QBRs)
  • Proactively manage relationship with customer sponsor (e.g., Economic Buyer) and end users, as reflected in renewals and high NPS scores
  • Accurately forecast full year churn rates

Solution Communication, Feedback & Relationship Management

  • Partner closely with an internal stakeholder team across Sales and the business domain to support the customer journey across user adoption, retention and executive engagement
  • Strong communicator who can translate business needs
  • Channel customer feedback to MA development teams
  • Communicate new product developments to customers
  • Relationship builder who empathizes with every aspect of the customer experience and ensures continuity in the customer journey

Marketing Collateral and Events

  • Coordinate development of case studies based on customer testimonials and achievement of customer objectives
  • Contribute to preparation and delivery of product/industry webinars and customer events
  • Foster customer network to facilitate peer discussions amongst our clients

Qualifications:

  • Minimum of 10 years of experience working in C&I lending or financial services
  • Prior experience in client-facing role including Customer Success, Consultant, Banking Relationship Manager, Bank Lender or Sales Specialist position
  • Understanding of banking industry - regulation, wholesale loan origination, credit risk practices
  • Experience with credit models (e.g., PD, LGD, risk rating, economic capital, CECL)
  • Ability to build relationships at all levels within customer organizations
  • Demonstrate ability to work in a collaborative team environment
  • Excellent written & verbal communication skills and presentation skills
  • Self-starter willing to ‘roll up sleeves’ as necessary
  • Position normally requires 10-20% travel in US for client meetings
  • Undergraduate (e.g., Bachelor’s degree) required

Graduate/second-level degree preferred

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online