Senior Client Success Manager

Barbican - UK

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

The Role

You will be joining the EMEA Client Success Team focused on Ducos Growth and Tier 2 clients. Reporting to the Regional Head of Client Success your ultimate goal is to drive successful outcomes for our clients and further adoption of the Duco platform both through existing and new use cases.

Primary Responsibilities

Lead Ducos Growth Client Segment enabling these Accounts on the Duco platform and helping them achieve their desired outcomes and ROI

Resulting in product adoption increased usage retention and accelerated growth.
Understand the clients business objectives and articulate value realisation back to the client.
Identify opportunities for expansion services and training. Partnering with account management to build a business case.
Track client health and risk indicators usage patterns proactively identifying risks and taking action to improve retention and outcomes.
You will be the primary day to day operational point of contact for these clients.

Build and maintain trusted advisor relationships with relevant and senior stakeholders

Lead governance (EBRs CI calls etc.) and adhoc meetings with the relevant and senior stakeholders.
Handle strategic account conversations and guide Senior Stakeholders on industry and Duco best practices.

Develop robust knowledge and understanding of Ducos Product Offerings

Firm and demonstrable understanding of how Ducos capabilities can help solve client pain points and drive value.
Perform demos and training on Ducos offerings.
Lead client workshops provide best practice guidance driving adoption and growth.
Leverage your knowledge of Ducos capabilities and how it adds value for similar clients to effectively guide clients towards their desired outcomes.

Be the voice of the client within Duco and the Duco voice to the client. Collaborate cross-departmentally to help drive client outcomes and deliver value

Work closely with Product and Engineering teams and leadership to drive the strategic roadmap client projects/deliverables and relevant initiatives.
Partner with Professional Services to deliver onboarding implementation and growth projects.
Partner with Support to ensure client outcomes and satisfaction in BAU.
Partner with Account Management to drive account and stakeholder expansion.
Partner with Marketing and Proposition Enablement to drive capability awareness adoption and client success stories.

We are looking for someone with:

5 years experience in a Customer Success Pre-Sales (Solutions Architect/Solutions Consulting) Consulting or Project Management role ideally with experience managing a high touch motion. Preferably experience within a Capital Markets SaaS or Financial Services environment.
Experience managing a client segment or multiple high-touch projects/accounts including establishing and optimising processes and playbooks.
An understanding of capital markets or post trade technology with a track record of success working with buy and sell side institutions
Awareness of relevant financial market regulations such as CFTC SFTR EMIR and Transaction Reporting
An understanding of the post trade lifecycle and data automation challenges including Intelligent Document Processing ETL Data Orchestration or similar technologies.
Strong presentation and communication skills so that you can explain concepts and user stories with confidence.
Approach problems with a practical mindset focusing on realistic solutions that are both effective and efficient.
Strong challenge management skills able to independently address complex asks and resolve challenges.
Ownership mindset able to independently lead key client engagements and drive outcomes.
Consultative and Technical acumen able to leverage tools like Tableau and articulate technical concepts.
Experience with CRM and Operations platforms like Salesforce Vitally etc.
Added bonus if you are fluent in a second language (Spanish Dutch French)
Ability to travel 30% of the time.

Benefits:

A market standard salary aligned with your skills and experience. Reviewed annually
Healthcare cashback scheme and private medical insurance
Death in service cover of 4 x annual salary
Employee Assistance Programme for extra support outside of work
300 allowance to make your home working environment comfortable
Unlimited annual holiday because we trust our people to manage their own time off
Hybrid work arrangement with three days in office and two from home
Opportunity to work abroad for up to 6 weeks per year
Enhanced family leave provisions
Personal learning and development opportunities (annual dedicated budget)
Referral bonus if we hire someone great who youve recommended to us
An Employee Equity Purchase Scheme so you have a personal investment in the success of the company
Employee of the Month and Employee of the Year awards
4 Volunteering days off that can be used flexibly based on the employees choice of initiative
Salary Sacrifice Schemes - Cycle to Work Tech Scheme

Required Experience:

Manager

The RoleYou will be joining the EMEA Client Success Team focused on Ducos Growth and Tier 2 clients. Reporting to the Regional Head of Client Success your ultimate goal is to drive successful outcomes for our clients and further adoption of the Duco platform both through existing and new use cases.P...