.We are seeking a dynamic and results-driven Customer Success Executive, as part of our Sales and Customer Success organization. The Treasury and Capital Markets Business Unit has some of the biggest and most complex financial services organizations in the world, and ensuring we have mutually beneficial relationships is critical to our long-term success. Our Customer Success Executives guide our customers through every stage of their journey, from system implementation to long-term satisfaction. As a key liaison between our organization and clients, you will play a pivotal role in ensuring successful onboarding, driving adoption, and fostering lasting relationships. Accountabilities The successful candidate will play a pivotal role as the owner of various stages of the customer journey and co-owning the customer relationship (with the Account Executive where appropriate) on behalf of Finastra. Our Customer Success Executives take a proactive and strategic approach, ensuring customer satisfaction, and driving success throughout the entire customer lifecycle. By balancing the 'Business as Usual' aspects of day-to-day management with a longer-term customer success strategy that increases adoption and retention. The CSE will be responsible for an individual portfolio of customers, spanning the TCM product portfolio. Critical to the success of the role will be achieving individual targets - such as the increase in Net Customer Growth (NCG) which focuses on the overall revenue generation at a portfolio level and Upsell, which is the increase in penetration of strategically important products. To be successful in the role, the Customer Success Executive will need to build and maintain strong internal networks across the Sales, Support, Services, and Product organizations, partnering with these teams to deliver the best possible solution(s) & service(s) to our customers. The CSE will also provide a critical conduit to the Product Development teams that ensure a continuous feedback loop is maintained to enable all perspectives to be considered as part of the product roadmap. Establish Customer Success plans, building on value proposition(s) developed during sale, that outline the customer's business goals & priorities. Work with the customer to define & track value realization of our Treasury and Capital Market solutions against these goals to drive adoption and understanding of our product portfolio. Actively manage accounts to identify risks proactively. Orchestrate resolution processes for escalations, working with & mediating internal teams to track, manage, and resolve these in a timely and professional manner. Strategic Goals & Deliverables: Our Customer Success Executives, as well as focusing on overall client satisfaction, have strategic goals of delivering value to the customer by improving retention, renewals, and adoption rates in line with our success strategy
