Customer Success Manager (FinServ)

Chicago Full Time

Seismic Knowledge helps enablement teams give revenue teams fast access to the information they need, in their flow of work, at scale.

Job Description

The Customer Success Manager’s (FinServ) core responsibility is to implement Seismic’s product solutions, drive product adoption & ensure client retention. The CSM will serve as the primary point of contact throughout the lifecycle of his/her assigned accounts. A successful candidate will be skilled at creating project plans during onboarding, to ensure successful client implementations. Onboarding responsibilities include: allocating resources, communicating with customers, and mitigating project-based risk factors. The candidate will work with Product Management, Engineering, Operations, as well as Marketing and Sales teams to ensure each implementation’s success. The CSM is also responsible for post-implementation relationship: account management & maintenance, driving adoption & usage with assigned customers, and securing renewals & increasing ARR. The CSM will serve as the customer’s internal champion, acting as the main point of contact for escalation of issues, product enhancement requests and overall value-realization. CSMs are responsible for forecasting renewals, providing account transparency by entering client data into our Customer Success CRM (Gainsight). CSMs will also expand use-cases and create additional project work, requiring SOW scoping with customers.

Responsibilities

Manage the overall relationship with assigned accounts
Lead the process of new customer implementations
Ensure renewal of assigned accounts
Ability to manage fast-paced projects
Work daily with customers to ensure success of projects and ongoing client satisfaction
Translate customer needs and issues into a set of business requirements
Craft detailed requirements of client solutions that can be passed to solutions engineering teams
Conduct on-site project meetings and regular business review meetings with key accounts
Provide ad-hoc troubleshooting and ongoing training for existing customers as needed
Assist with other services and support activities as required
Uncover opportunities, working with sales to cross-sell/upsell
Some travel required (10-20%)

Requirements

Bachelor's Degree in Finance, Business Administration, Computer Sciences or related field.
3+ years of experience of Financial Services account management or support, Management Consulting, Customer Success, Business Development, or another client-facing role
Experience managing client expectations and value-realization (adoption), and managing renewals (ARR)
In-depth knowledge of data systems and structures, & financial data vendors
Advanced proficiency with the Microsoft Office Suite including Microsoft PowerPoint, Microsoft Word, and Microsoft Excel
Self-starter with the ability to manage multiple customers & projects simultaneously
Ability to understand and translate customer requirements & specifications
Critical thinking, analysis, troubleshooting, and problem solving expertise
Ability to effectively prioritize and escalate customer issues
Strong written and oral communication skills with proven ability to initiate and manage relationships with customers of all levels
Professionalism and ability to interact with all levels of management
Previous experience with SaaS
Understanding of the financial services industry