Senior Customer Success Director
6d ago

The Opportunity

Featurespace is looking for an outstanding Senior Customer Success Director to join our Customer Success team in our Cambridge or London office.

In your role as Senior Customer Success Director you will help us achieve our goals and delivery success on behalf of our customers by leading the growth, strengthening our relationships and continually improving client satisfaction and thus renewal of our key accounts.

Day to Day

  • Full commercial responsibility for existing Tier 1 customers and renewal of contracts, tasked with growing the existing investment in Featurespace solutions.
  • Understanding customer’s business and overall strategy and identifying and mapping the white space, creation of sales action plans for new opportunities
  • Leading the selling of new product capability including the creation and management of new proposals, work requests and SOWs
  • Forecasting to the business on opportunity pipeline, revenue forecast and potential risk
  • Engage and operate at the C-Suite level within the account and own the orchestration of Featurespace senior management into the account
  • Deliver regular proactive customer engagement to key stakeholders within your accounts with a focus on the value being delivered, Featurespace updates and new requirements being managed.
  • Co-ordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects and new opportunities are accurately scoped
  • Work with Customer Success Manager to conduct regular risk assessments and compliance reviews on assigned accounts ensuring timely resolution or avoidance of issues
  • Collaborating with matrix team, create and execute strategic account plans for assigned accounts. Coordinate the matrix team, including an assigned Customer Success Manager, to deliver agreed targets and KPIs.
  • Present the account plan annually to internal management to agree objectives and review previous year’s achievement to plan.

  • Working with marketing, generate customer advocacy and contribute to customer events when required
  • Manage customer escalations and proactively identify future potential roadblocks to minimise risk
  • Effectively communicate the voice of customer within Featurespace including to senior management and the delivery team.
  • Act as a mentor to other team members with particular focus on the Customer Success Directors assigned to your accounts Share strategic thinking and account planning tacticsInvite them to shadow your meetings with customers giving clear direction before and afterwards to promote learning and developmentReview their Tier 2 account plans and provide advice and mentorship as required
  • Must haves :

  • Experience managing and negotiating with C-level commercial and technical stakeholders within complex, global accounts (FTSE 100 level)
  • Extensive payments and banking Industry knowledge
  • Bachelor’s degree (or equivalent) or significant relevant experience required
  • Exceptional relationship building skills : active listening, warm and friendly but firm and decisive, a proactive go-getter’!
  • Strong commercial acumen; a skilled negotiator, capable of closing large opportunities and navigating legal and contractual requirements
  • Inspirational presentation and communication skills (verbal and written)
  • Excellent organisational capabilities coordinate the whole organisation engagement, time management, attention to detail
  • Adaptable to change and embracing of fast paced environments
  • Ability to navigate and understand complex technical projects and translate to the customer where appropriate
  • Coachability and willingness to support others
  • Demonstrate full competence navigating and connecting ARIC and Featurespace to customer requirements and / or possess extensive industry experience e.
  • g. fraud, risk management, financial services

  • Experience mentoring / managing other team members
  • Extensive experience managing accounts independently and achieving or exceeding revenue related targets
  • Flexibility to travel as required
  • Good to haves :

  • Languages French, Spanish, German, Portuguese
  • Personal Qualities

    The work is often challenging and fast paced. We are looking for someone who has the following qualities :

  • Commitment to delivering success on behalf of our customers
  • Enthusiasm to grow and develop your career in a fast-paced company
  • Passion for teamwork in a high-performance group
  • And most importantly, a small-company attitude : willingness to adapt to a variable role and a great can-do attitude.

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