Experienced Customer Success Manager – Fintech Industry (6 Months Contract)
Join careerzynith, a leading fintech company, as a Customer Success Manager (CSM) and play a pivotal role in driving customer growth, satisfaction, and retention. As a key member of our cross-functional team, you will lead, direct, and oversee the careerzynith customer lifecycle for new and existing customers, focusing on customer retention, development of customer support, and revenue growth.
**About careerzynith**
careerzynith is a fintech company that focuses on the human element, with a global presence supporting local markets through advanced cloud-based trading communications and managed connectivity solutions. We solve business challenges and adapt to regulatory changes in the fast-paced global financial markets, enabling our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.
**Job Responsibilities**
As a Customer Success Manager at careerzynith, you will be responsible for:
* Maintaining and growing the customer base through base change management, mitigating attrition, minimizing credits and re-rates, and managing the customer experience
* Providing quotations, processing orders, implementing and completing the billing process, and account realization to increase sales
* Upselling and conducting consultative pre-selling to drive new business through time and customer management
* Assisting sales to drive new business through time and customer management
* Providing strategic consultations for the customer base to uncover new opportunities
* Working with sales, marketing, and product to help implement compelling sales and marketing programs targeted to specific financial market segments
* Tracking base performance and developing strategies and tactics to continuously improve base growth
* Collaborating with cross-functional departments to optimize overall revenue
**Account Maintenance**
* Reviewing and processing controls for issuing credits
* Securing financial awareness of customer profiles (e.g., billing audits, spend, billing reports)
* Updating careerzynith internal systems with customer profiles/records
* Interfacing with careerzynith finance collections and customers
* Working with careerzynith legal department to ensure a high level of business acumen in respect of customer contracts
* Understanding customer's standard and bespoke contractual obligations, service level agreements (SLAs), pricing, and discount structures
* Managing customer reporting and visibility of service performance through the careerzynith Xchange Portal
* Overseeing the development and enhancement of customer reporting improvement initiatives
* Ensuring customers are registered and educated on the careerzynith Xchange Customer Portal
* Ensuring customers are registered to the careerzynith University (Unigy E-learning, ILT & DLT)
**Training & Cutover**
* Interfacing with project management, sales, and installation departments to discuss user training and cutover coverage
* Scheduling and performing customer user training on the features and functionality of all careerzynith turret platforms
* Providing the customer with customized training material for new products and features
* Providing floor support on go-live day, reacting to issues encountered at cutover, and following up with project manager and service technician until resolution of trouble is completed
**Administration**
* Working closely with internal careerzynith departments and the customer to resolve complaints and issues
* Assisting with maintaining customer-related data within internal careerzynith systems
* Supporting special requirements and providing feedback to IT for eventual automation
**Experience and Skills Requirements**
* At least 3 years within a customer relationship/sales account management environment
* Open to working in an IT and telecommunication industry
* Customer lifecycle management
* Involvement and participation in customer-facing circumstances
* Working with large global accounts
* Managing complex and bespoke customer contracts and pricing
* Exposure to the trading floor environment
* Intermediate level PC skills required, MS Office Suite, PowerPoint knowledge required
**Additional Information**
* careerzynith believes in hybrid working, creating an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together.
* You will spend around 60% of your time in the office and around 40% of your time working remotely.
* Your precise work schedule will be determined by you and your line manager before commencement of employment with careerzynith.
* You can explore more about our culture, offerings, and commitment on www.careerzynith.com/careers/ and www.careerzynith.com/about-us/about-careerzynith/.
**careerzynith’s Work Culture**
* careerzynith's work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential.
* We are a global ecosystem, full of diverse people that together made careerzynith what it is today.
* Our strength as an organization is the sum of our different backgrounds, perspectives, skills, and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness.
* We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities, and striving for excellence.
* Our people have continued to deliver groundbreaking solutions to our clients for over 50 years.
**How to Apply**
If you are a motivated and results-driven individual with a passion for customer success, apply now to join careerzynith as a Customer Success Manager.
Apply for this job
**About careerzynith**
careerzynith is a fintech company that focuses on the human element, with a global presence supporting local markets through advanced cloud-based trading communications and managed connectivity solutions. We solve business challenges and adapt to regulatory changes in the fast-paced global financial markets, enabling our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.
**Job Responsibilities**
As a Customer Success Manager at careerzynith, you will be responsible for:
* Maintaining and growing the customer base through base change management, mitigating attrition, minimizing credits and re-rates, and managing the customer experience
* Providing quotations, processing orders, implementing and completing the billing process, and account realization to increase sales
* Upselling and conducting consultative pre-selling to drive new business through time and customer management
* Assisting sales to drive new business through time and customer management
* Providing strategic consultations for the customer base to uncover new opportunities
* Working with sales, marketing, and product to help implement compelling sales and marketing programs targeted to specific financial market segments
* Tracking base performance and developing strategies and tactics to continuously improve base growth
* Collaborating with cross-functional departments to optimize overall revenue
**Account Maintenance**
* Reviewing and processing controls for issuing credits
* Securing financial awareness of customer profiles (e.g., billing audits, spend, billing reports)
* Updating careerzynith internal systems with customer profiles/records
* Interfacing with careerzynith finance collections and customers
* Working with careerzynith legal department to ensure a high level of business acumen in respect of customer contracts
* Understanding customer's standard and bespoke contractual obligations, service level agreements (SLAs), pricing, and discount structures
* Managing customer reporting and visibility of service performance through the careerzynith Xchange Portal
* Overseeing the development and enhancement of customer reporting improvement initiatives
* Ensuring customers are registered and educated on the careerzynith Xchange Customer Portal
* Ensuring customers are registered to the careerzynith University (Unigy E-learning, ILT & DLT)
**Training & Cutover**
* Interfacing with project management, sales, and installation departments to discuss user training and cutover coverage
* Scheduling and performing customer user training on the features and functionality of all careerzynith turret platforms
* Providing the customer with customized training material for new products and features
* Providing floor support on go-live day, reacting to issues encountered at cutover, and following up with project manager and service technician until resolution of trouble is completed
**Administration**
* Working closely with internal careerzynith departments and the customer to resolve complaints and issues
* Assisting with maintaining customer-related data within internal careerzynith systems
* Supporting special requirements and providing feedback to IT for eventual automation
**Experience and Skills Requirements**
* At least 3 years within a customer relationship/sales account management environment
* Open to working in an IT and telecommunication industry
* Customer lifecycle management
* Involvement and participation in customer-facing circumstances
* Working with large global accounts
* Managing complex and bespoke customer contracts and pricing
* Exposure to the trading floor environment
* Intermediate level PC skills required, MS Office Suite, PowerPoint knowledge required
**Additional Information**
* careerzynith believes in hybrid working, creating an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together.
* You will spend around 60% of your time in the office and around 40% of your time working remotely.
* Your precise work schedule will be determined by you and your line manager before commencement of employment with careerzynith.
* You can explore more about our culture, offerings, and commitment on www.careerzynith.com/careers/ and www.careerzynith.com/about-us/about-careerzynith/.
**careerzynith’s Work Culture**
* careerzynith's work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential.
* We are a global ecosystem, full of diverse people that together made careerzynith what it is today.
* Our strength as an organization is the sum of our different backgrounds, perspectives, skills, and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness.
* We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities, and striving for excellence.
* Our people have continued to deliver groundbreaking solutions to our clients for over 50 years.
**How to Apply**
If you are a motivated and results-driven individual with a passion for customer success, apply now to join careerzynith as a Customer Success Manager.
Apply for this job