Informações Gerais
A Koud está em busca de um(a) Customer Success Manager (CSM) para atuação em um de nossos clientes.
As a Customer Success Manager (CSM), you will be at the forefront of our customer-centric mission.
Needs to go to the USA at least 2 times a year to visit the clients.
Habilidades
Responsabilities:
- Cultivating and nurturing trusted relationships with key customer stakeholders, including fund executives, portfolio managers, and analysts;
- Delivering an exceptional client experience by providing proactive strategies and support to our power users on a daily basis;
- Fostering engagement among power users, champions, and influencers across your portfolio of accounts;
- Promoting product adoption and continuous usage of our solutions;
- Taking ownership of client renewals, retention, and net retention targets for your designated portfolio;
- Identifying opportunities for customer expansion and assessing churn risks through predictive renewal analytics;
- Recognizing potential risks within assigned accounts and taking necessary actions to resolve them efficiently or escalate when needed;
- Collaborating with account executives to ensure the successful execution of the customer journey playbook;
- Initiating and facilitating advocacy activities, including the collection of references and success stories;
- Advocating for the voice of the customer and influencing internal stakeholders to maintain a customer-centric mindset;
- Contributing valuable insights to our Product and Engineering teams to shape our product roadmap.
Requirements:
- A minimum of 5 years of prior experience in customer success and/or account management within a SaaS Financial Services, with a demonstrated ability to engage with clients at an executive level;
- Solid knowledge of investment markets and financial institutions, particularly Hedge Funds;
- Proven ability to build, maintain, and influence executive relationships, engaging in value-based conversations with senior management;
- Exceptional client-facing skills, encompassing enthusiasm, energy, and the ability to convey information clearly and concisely to customers.
Nice to have:
- CFA/CFP certifications.
