Customer Success Senior Specialist

About us @Symphony

Weve spent the last 10 years building a communication and markets technology company powered by interconnected platforms: messaging voice directory and analytics. Over 1000 institutions use our modular technology built for global finance. Security is in our DNA with uncompromising data protection endtoend encryption and resilient architecture all created on a foundation of trust with our customers.

But that was only chapter one. Were now building on our purposebuilt network expanding AIpowered realtime collaboration redefining flexibility with fully cloudnative software with our trader voice product and rethinking the industrys approach to identity verification connection and intelligence.

The opportunity and our ambition are huge. But we need passionate dedicated individuals to get there. At Symphony we work hard and fast. Our unique blend of technology and financial services makes it an environment you wont get elsewhere.

Role Description:

The Customer Success Senior Specialist serves as the primary postsale point of contact for customers ensuring they achieve maximum value from Symphonys solutions. This role partners closely with Account Management Sales and Marketing teams to drive adoption increase utilization and develop creative strategies to enhance customer engagement.

The ideal candidate should have a strong marketing mindset leveraging datadriven insights customer engagement tactics and content strategies to improve product adoption. They should also demonstrate a selfstarter creative approachproactively identifying opportunities to optimize customer experiences designing innovative solutions and driving continuous improvement.

Additionally the role requires a deep understanding of customer business processes and priorities along with commercial expertise to support adoption goals. The Customer Success Senior Specialist will coordinate across functional areas including Marketing Account Management Sales and Product to ensure Symphony delivers outstanding customer experiences.

Responsibilities:

• Drive customer adoption and engagement ensuring Symphony is fully integrated into customer workflows.
• Develop and execute creative marketingdriven engagement strategies leveraging customer insights campaigns and collateral to enhance utilization.
• Collaborate with Marketing and Product teams to create impactful customer resources including training materials best practice guides and thought leadership content.
• Partner with Account Management and Sales to support customer onboarding reengagement and retention efforts ensuring business growth and ROI.
• Track and analyze customer engagement metrics using data to refine strategies and improve customer satisfaction.
• Act as a trusted advisor demonstrating advanced product features and tailoring solutions to meet unique customer needs.
• Identify risks proactively address concerns and escalate issues when necessary to ensure customer success.
• Work in a fastpaced customerfacing environment frequently engaging with clients onsite.
• Demonstrate a selfstarter creative approach continuously looking for new ways to improve processes enhance customer experiences and drive business impact.

Required Qualifications:

• 5 years of experience in Customer Success supporting a FinTech Financial Services or Enterprise SaaS product.
• Strong commercial acumen with the ability to identify growth opportunities and contribute to revenuedriving initiatives.
• Highly organised and independent able to multitask and stay organised in managing needs across customers
• Must enjoy fastpaced environment spending time on site with clients regularly
• Excellent communication and presentation skills with a track record of influencing stakeholders at all levels.
• Techsavvy with the ability to learn and leverage various tools and technologies for customer engagement.
• Experience with CRM systems (e.g. Salesforce and HubSpot) and data analytics platforms (e.g. DOMO and Tableau)

Preferred Qualifications:

• Experience in project management and process improvement.
• Strong understanding of financial services and enterprise communication tools.
• Fluency in Spanish or Portuguese is a plus.

Compensation:

• Competitive salary
• Bonus Plan
• Benefits and Perks vary based on location.

Benefits and Perks:

• Regional specific competitive benefits
• Build your own Benefits (BYOB) perk
• Many other fun and exciting benefits and activities!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment.

Symphony reserves the right of ownership for all unsolicited resumes submitted for this requisition and is not responsible for any fees associated with unsolicited resumes.