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Client Services Manager

Xtiva Financial Systems

This is a Full-time position in New York, NY posted April 30, 2021.

Customer Success New York, New York, United States Full time

Customer Success is in our DNA. Is it in yours?

Xtiva Customer Success Managers are the quarterbacks for our customer relationships. They work with each customer in their portfolio – including specific users at those customers – to ensure each enjoys an amazing customer experience and maximize the value they get from their investment in Xtiva. Each Customer Success Manager is on the customer journey with their customers, continuously encouraging, coaching, promoting and driving activities to ensure their success. If you enjoy helping others find success – especially using business tools – please read on.

Amazing Customer Success Managers are eager to learn, engaging and are comfortable measuring their success through the success of others. They enjoy working with people. The don’t shy from a challenge, indeed they seek them out. They are curious and will seek to deeply understand a problem or opportunity so they can solve for it. They thrive in a fast-paced environment and are self-managed and proactive. They are extremely customer centric, genuinely caring about the customer, and the customer’s experience with Xtiva. Amazing Customer Success Managers wake up with making a difference on their mind!

A day-in-the life of a Customer Success Manager may include:

  • Developing, coordinating and executing a Customer Success Plan to ensure that Xtiva is meeting (exceeding) Customer expectations and objectives
  • Being in regular communication with key stakeholders at each Customer, nurturing a long, productive relationship between Xtiva and the Customer
  • Leading on-boarding planning, ongoing engagement campaigns and training programs to drive initial demonstrated value and increase product adoption and utilization
  • Identifying and promoting additional products and services that can provide additional benefit to the customer
  • Creating and delivering reusable content to target various user personas
  • Preparing and delivering Business Reviews, to understand Customer goals and demonstrate product ROI
  • Handling contract issues, Service Level Agreement reporting and renewals
  • Ensuring any service and changes issues are handled effectively
  • Outlining product feature enhancement opportunities for the Product team
  • Serving as internal advocate for customers and escalations

Requirements

Must-Have skills or experience of a successful candidate:

  • Minimum 5 years working in customer success/service, training or account management roles
  • Minimum 3 years working in Financial Services or Financial Technology
  • Delivered training programs to multiple user groups
  • Managed B2B relationships involving large user groups
  • High attention to detail
  • Extremely organized, and process oriented
  • Worked in a small, entrepreneurial environment
  • An opportunity to join and shape a rapidly growing company that is re-engineering how financial service firms think about and manage their performance.
  • Colleagues who will help make you better. We are known in the market for delivering smart, effective solutions. That takes know how. Now we are reimagining financial services sales forces and it takes great people to do that. If you like smart, committed and amusing (sometimes even fun) colleagues, join us.
  • An opportunity to work from your home (or favourite coffee shop) or our collaborative downtown office location.
  • An employer-paid benefits plan covering a variety of medical, dental and extended health benefits.
  • Flexible hours and liberal vacation. We prefer our staff to be fresh and inspired.

Due to the sensitive nature of the work and data we are entrusted with, a satisfactory credit and criminal background check is a condition of employment.