Feedzai is the world's first RiskOps platform for financial risk management, and the market leader in safeguarding global commerce with today's most advanced cloud-based risk management platform, powered by machine learning and artificial intelligence. Feedzai is securing the transition to a cashless world while enabling digital trust in every transaction and payment type. The world's largest banks, processors, and retailers trust Feedzai to protect trillions of dollars and manage risk while improving the customer experience for everyday users, without compromising privacy. Feedzai is a Series D company and has raised $282M to date. With a valuation of +$1.5B, the company's technology protects 900 million people in 190 countries.
We believe in the power of our product. We continue to execute and build momentum as we develop our customer base with the world's top banks. In our fast-paced and open environment, you will be working with a collaborative team spanning across the globe and delivering exceptional results. We are committed to building something extraordinary. Join Us! You: As a Senior Customer Success Manager at Feedzai, you will play a pivotal role in ensuring our clients not only derive maximum value from our products but also become enthusiastic advocates of Feedzai solutions. You will be responsible for building and maintaining strong relationships with key stakeholders, from senior decision-makers to end-users. Your primary objective will be to drive customer satisfaction, foster product adoption, and contribute to the overall success of our clients in leveraging Feedzai's innovative technology.
Your Day to Day: Client Relationship Management:Develop and nurture strong, long-lasting relationships with key clients.Act as the main point of contact for customer inquiries, concerns, and escalations.Regularly engage with senior stakeholders to understand their evolving needs and expectations, being perceived as credible and a valuable resource for their success.Handle complex situations that require aligning multiple stakeholders from different levels of seniority.Develop joint success plans with customer senior stakeholders.Value Maximization:Collaborate with clients to identify opportunities for maximizing the value they derive from Feedzai products.Provide guidance and best practices to ensure clients effectively utilize the full range of product features.Proactively identify and address potential challenges, working towards solutions that align with client goals.Develop a value plan with clear objectives aligned with client strategy.Product Adoption and Training:Develop and execute tailored onboarding and training plans for clients.Ensure clients are proficient in utilizing Feedzai products to meet their specific business objectives.Monitor and analyze user adoption metrics, providing insights and recommendations for improvement.Advocacy Building:Identify and nurture customer advocates willing to share their success stories.Collaborate with marketing teams to create case studies, testimonials, and other materials showcasing client success with Feedzai.Feedback Collection and Product Improvement:Gather customer feedback on product experiences and share insights with the product development team.Act as a bridge between clients and the Feedzai Product development organization.Account Management:Proactive management of renewals and account growth.You Know-How & Have: Bachelor's degree in Technology, Business or a related field.10+ years experience in a customer facing role.Previous experience in roles that required technical understanding in customer success management.Strong understanding of fraud prevention space.Ability to analyze data and provide actionable insights.Results-driven with a focus on customer satisfaction.Exceptional communication, presentation and interpersonal skills.Ability to work autonomously, take ownership & accountability.Technical and problem-solving skills.Organizational skills – can prioritize and multi-task.Project Management skills including strong reporting capability.Commercial & Business Acumen.Fluent in English (written and verbal).Your First 30-Days at Feedzai: You will be immersed in our brand with training, connections, and one-on-one time with your manager. You may shadow your colleagues virtually or onsite at an office depending on where you work. You will have access to information about Feedzai and the team. Finally, you will start working on projects and collaborating on work currently being done. We can't wait to have you join the team!
Feedzai is an Equal Opportunity Employer and we value diversity at our company.
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