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Customer Success Manager - UAE, Kuwait and Oman

Misys

نشرت في سبتمبر 10, 2020

6 - 10 سنوات Dubai - United Arab Emirates

أي تخرج. أي جنسية

عدد الشواغر 01

الوصف الوظيفي

ايميل الوظيفة
تم إرسال البريد الإلكتروني بنجاح.

What will you contribute?
Reporting to the Regional Customer Success Management Director, the Customer Success Manager (CSM) is a key member of the Customer Success team in the Sales organization. The CSM together with Account Directors and Account Executives, drives customer relationship management with the ultimate goal of retaining customers, ensuring customer loyalty, providing advisory services that drive customer success with Finastra technology and in turn ensure overall success of Finastra s growth in enterprise customer base. The CSM utilizes a combination of industry knowledge, business strategy expertise, product knowledge and account management experience to help Finastra s customers innovate more quickly and gain a competitive advantage in the marketplace. The CSM works closely and co-owns the relationship with the Account Directors and Account Executives for assigned accounts and contributes Customer success plan into overall Account Plan.
Responsibilities & Deliverables:
END TO END ACCOUNT OWNERSHIP
Shares responsibility of Account Ownership with the Account Directors and Account Executives for the assigned accounts.
GET
Stays informed during implementation phase. An overall governance should include, the Delivery lead the AD, and CSM, when possible. The Delivery Lead is responsible for the detailed handover to customer support and CSM at the end of implementation project.
USE
Customer Success Plan (Part of Account Plan), Maximizing Finastra solution usage, building relationship with the Customer.
• Engages with and builds meaningful relationships with executive stakeholders and functional leads at customer (s) organization
• Develops, agrees with the Customer, and coordinates execution of the Customer Success Plans by getting input from Finastra Sales, Sales Consulting, Services and Solution Advisory Group teams.
• Owns the mobilization of all Finastra functions to ensure Customer dissatisfaction pre-emption via pro-active and programmed account activities
• Maximizes value of Finastra solutions for the customer by engaging and coordinating relevant Finastra functions to drive improvements if needed.
• Conducts regular cadences and touch points with the Customer business users to assess the product usage in the account and update Customer Success Plan to increase Finastra s solution stickiness
• The CSM co-owns with AD the customer facing aspects of retention, satisfaction and loyalty
RESOLVE
The CSM, co-owns with Account Director, customer relationship, retention, satisfaction, referenceablity of the account, and hence in the context of Resolve responsible for orchestrating the resolution process, and is overall accountable for customer adequate problems resolution.
• Collaborates with internal subject matter experts to translate customer business/technical challenges into business solutions based on Finastra products & services, augmented with 3rd-party technology as required. Assess the escalation level needed and move customer up/down in escalation chain with clear exit criteria agreed with the client.
• Assess the escalation level needed and move customer up/down in escalation chain with clear exit criteria agreed with the client.
• Reduces the number of escalations through regular meetings with the Customer, proactive identification of potential issues, and proactive communication of those potential issues with the relevant internal functions, keeping Services and Sales leadership in the loop during Account Review meetings and other forums. Works with ROO or CSM Director on trend analysis, who in turn then will build a programmatic approach to proactive risk mitigation.
• Reviews reports on open support tickets (issues and aging) and raises flags with relevant functions internally when applicable to ensure customer success.
• Maintain a coherent and efficient customer facing interaction during Resolve stage.
BUY MORE STAY LONGER
CSM, who co-owns overall customer satisfaction, should lay the ground for retention, referenceablity, as well as organic extension of value and strategic relationship, which should enable CSM to spot new x-sell and upsell opportunities for the sales team. This should come from the intimate knowledge of frequent discussion with the Customer stakeholders, participation in Account Governance meetings with the customer, internal Account Review meetings as well as working with multiple Finastra functions to drive execution of Customer Success Plan, as well as sources that CSM has intimate knowledge with (when AD doesn t) such as embedded global services, on-going projects, upgrade programs etc.
CSM should also incorporate understanding GTMs and product roadmaps and how they fit to customer needs. In cases where a recovery program is needed.
• Helps to develop and maintains a strategic roadmap with a select group of enterprise accounts to ensure the successful and broad adoption of Finastra solutions
Required Experience:
6 -10 years experience in a customer facing role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels
Have in-depth understanding of value drivers, passionate about the success of customers, are able to demonstrate sales acumen through previous employment, including proven success owning renewal business
Previous experience in working with clients to build Account Plans and Customer Success Plans, establishing critical goals, to aid the customer in achieving their objectives
Ability to interact and build relationships at the C level within client organisation and align to the client strategy, influence client strategy with Finastra offering.
Knowledge of Banking Clients and Financial Services Industry, products and solutions
Existing knowledge and a network within the client organisation in the region at the executive level is a big plus.
Excellent communication and presentation skills
Good technical and problem-solving skills coupled with the ability to provide quick resolution to problems
Solid Customer Success management track with clear understanding of customer life cycle and related vendor engagement.


الكلمات الرئيسية

Customer Success Manager - UAE Kuwait and Oman

ابلاغ عن هذه الوظيفة

تنبيه: نوكري غلف فقط منصّة يجمع بين كل من الباحثين عن عمل و أصحاب العمل. ننصح المتقدمين للوظائف التحقق من شرعية أصحاب العمل المحتملين. نحن لا ندعم أي مطالبات لتحويل الأموال و ننصح بشدة ضد الإفصاح عن اي معلومات شخصية أو مالية.و ننصح أيضا زيارة تحذير أمني للمزيد من المعلومات. إذا تشك في أي غش أو احتيال اتصل بنا على abuse@naukrigulf.com

Misys

Finastra: Who are we?
At Finastra our purpose is to unlock the power of finance for everyone. We build and deliver innovative, next-generation technology on our open Fusion software architecture and cloud ecosystem. We re one of the world s largest FinTech s working with over 9,000 customers, inc luding 90 of the top 100 banks globally. Our scale and reach allow us to build long-lasting relationships that put our customers and their customers first.
Your future at Finastra
We believe that the future of finance is OPEN. By focusing on OPEN Collaboration and OPEN Finance, supported by our OPEN Platform, we can create financial inclusion and open innovation for everybody. Our people are our greatest asset and we provide an environment where you can develop and grow your career. From graduates to experienced professionals, we re leaders in our roles and a key part of making Finastra one of the world s leading FinTech s.
Why join us
Alongside amazing colleagues and engaging work, we want to help you get the best out of your career. We offer continuous learning and development to take your skills to the next level. It s not just about being the best you can be at work we also a variety benefits to make your non-work life better; including paid holiday, flexible working, pension, health and well-being initiatives and many more. If you re looking to build your career, work with experts and most of all have fun, join us.
At Finastra the future of finance is open. For more information please view our website: www.finastra.com/careers .
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Finastra is an Equal Opportunity Employer in the United States. Qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, handicap or disability (physical or mental), Vietnam-era or disabled veteran status, and other factors protected by state and local laws. For more information please read Finastra's EEO Policy Statement .
Submitting applications for posted positions authorizes Finastra to retain personal data in accordance with applicable laws. For more information about data processing and your rights, please read Finastra's applicable Privacy Policies: for candidates within the European Economic Area (EEA & Swizerland), please refer to the EEA & Switzerland Job Applicants Privacy Notice ; for others, please refer to Finastra Privacy Policy . If you have any questions, please contact the Privacy Department at: privacy@finastra.com, or your recruitment primary contact.
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موقع الكتروني https://dh.wd3.myworkdayjobs.com/DHC/job/Customer-Success-Manager---UAE--Kuwait-and-Oman_REQ0820_0016408


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