Customer Success Manager

ACAMS • Washington, DC

79d

About The Position

Reporting to the Regional Operations Manager, the Success Manager is a member of the America’s team with the responsibility to manage and deliver high priority client and internal projects (product development & translations, systems implementation etc.). We’re specifically looking for a customer success manager who will roll up their sleeves and work with the team from inside the trenches. As a key member of specific client teams, you will partner with relevant sales managers to help craft the customer success plan, building strong relationships with clients and collaborating with cross-functional teams internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find and execute solutions, and improve relationships.

Requirements

• Minimum bachelor’s degree in a business or IT related field required or equivalent experience.
• Minimum of 5+ years of customer account or solution management experience and a demonstrated record of managing multiple clients and deliverables concurrently. Preferably within Fintech/ SaaS/ Financial Services sector.
• Strong stakeholder management, organization & influencing skills.
• Experience in managing project teams across different locations, internal & external etc.
• Technology-savvy with advanced user of applications like MS office suite including Visio, CRM, reporting and analytics tools like QlikView, Power BI etc.
• Fluent written and spoken English is a must, additional regional language proficiency preferred.

Responsibilities

• Own overall operational relationship with assigned clients, which includes managing on-boarding, implementation, training, and high levels of customer satisfaction.
• Manage and resolve all customer, sales and partnerships cases (call or email) within defined KPI’s (SLA, Quality and Customer Satisfaction) whilst providing excellent service experience to clients and members.
• Trusted partner for sales to maintain and develop customer success strategies and best practices.
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
• Maintain existing customer success metrics and data as directed.
• Overall responsibility to ensure timely delivery of all project deliverables; prepares regular status and reports and executes regular status meetings with the project teams documenting the minutes and actions.
• Coordinate internal resources and third parties/vendors for the flawless delivery/ execution.
• Manage changes to the project/ operational scope, schedule and costs using appropriate verification techniques. Ensure process documentation is up to date.
• Support/ lead delivery of key ACAMS events (in-person and virtual) as assigned.
• Manages their own time effectively to maximize utilization and to balance demands from multiple priorities.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees