Lead Client Success Manager, NORAM

Responsibilities

• You will be actingas the main point of contact forClientsbasedinNorth America.

• Co-ordinate the services and efforts of theNasdaq FinTechand partner withClientsto align withtheirstrategy address burning issues and mitigate risks.

• Work closely with SalesClientDeliveryClientSupport and Engineeringto proactively manage relationships withClients.

• VigorouslyevangelizeandestablishtheNasdaqsengagement model forallocatedaccounts.

• Leadbusiness reviews/ executivemeetings withClientsto track current projects explorenew salesopportunitiesand manage escalations where.

• Achieve andmaintaina measurable improvement inClientsatisfaction.

• Understand theClienttopologytheirgoals anddetermineways in whichNasdaqcouldhelp to address these goals and strategies.

• Build strong relationships with the stakeholders(internal and external) to achieve the desired outcome.

• Accelerate the discovery ofupsell opportunities within theportfolio of accountsand drivethe discovery ofcross-functional opportunities for adoption growth.

• Proactively seek ways of improving the services provided by theClientSuccess team.

Requirements

• 8 years ofexperience inClientSuccessAccountManagement or Professional Services role within Consulting or SaaS organization specifically for the capital marketsor regulatoryindustries.

• Fluent in Englishandadditionallanguageif(both written and verbal) any otheradditionallanguageswould beadvantageous.

• Experience inusingClientSuccess tools such asSalesforcePlanhat GainsightPowerBiChurnZeroorothers.

• Educated to degree level (or equivalent).

• Able to thrive in a dynamic fast paced entrepreneurialandever-changing working environment with an emphasis on delivering solutions to meet our aggressive deadlines.

• Deep understanding of software development life cycles.

• Strong persuasion argumentation and diplomacy skills to manage and build consensus throughout theClientsuccess department its activities and relevantstakeholders.

• Ability to work within a team environment and be focused on providing a high quality of service toClients.

• Expert communication skills and the ability to hold C-levelClientconversations that drive business for both parties and move the relationship forward.

• Strong business acumen judgment creativityandexceptionalproblem-solving skills.

• Self-starter ambitiousaccountableandmotivated to do the right thing.