Head of Customer Success, Customer Success Lead, Client Relationship Manager, SaaS, CRM, Salesforce, Capital Markets, Investment Banking, Trading and Research, Fintech
New York – Hybrid role – 2 days a week in the office – flex if slightly outside of New York
Career opportunity for a Product driven, ambitious and confident individual to join a Fintech business with growth plans and to take ownership of Capital Markets/Investment Banking customers
Role and Responsibilities:
My client, a well-established FinTech Software Provider with a global client base in the Investment Banking and Capital Markets sector, is looking to hire an accomplished Head of Customer Success to join a dynamic team and support US based clients.
In this role, you will engage with and face off directly to the firm’s clients, who are exclusively in the Banking and Financial Markets sector.
You will manage, guide, lead and mentor a team of CSMs.
You will liaise directly with key stakeholders and technical/development teams and will also utilise your Salesforce CRM expertise to demonstrate concepts and solutions to customers.
You will have overall responsibility for a specific set of clients, ensuring that they achieve business success with the firm’s platform and subsequently renew their subscription each year, as well as on-boarding new customers.
You will become an expert in the firm’s product, allowing you to maximise your client relationships.
Desired Skills:
· Exceptional client relationship management, communication and engagement skills, gained in a client-facing role as a Customer Success Manager
· Previous experience leading a team of CSMs – genuine desire to take members of your team forwards in their career
· Strong Capital Markets/Investment Banking experience is essential – Sales, Trading and Research
· Previous experience supporting complex solutions (SaaS, CRM) as an external vendor – with clients ranging from small businesses to large scale Investment Banks
· Strong technical understanding of SaaS/CRM/Salesforce
· Proven track record of handling day to day communications with external clients – both technical and commercial
· Proven ability to upsell and cross-sell opportunities and negotiate and execute client contract renewals