Customer Success Manager, Encompass Corporation

• You are a passionate, proven Customer Success Manager, having successfully grown ‘promoter’ relationships across Tier 1 Banking Customers. You understand what it takes to develop proactive, value add customer engagements, that lead to transparent, collaborative, growth accounts
• Fluent French — native or near-native level, with strong business communication skills in both French and English
• Proven experience working in Customer Success or Account/Relationship Management managing a portfolio of client, ideally within financial services/large banking
• Experience delivering engaging customer training both online and in-person
• Experience working in a B2B SaaS environment, ideally in a global/distributed company
• Outstanding communication and customer relationship skills
• Ability to work autonomously

Desirable

• Reporting To: Patrick Joiner, Head of Customer Success
• This position presents a rare opportunity to be part of a fast-growing consulting practice, within a high growth, global FinTech/RegTech business
• Our unique KYC automation technology continues to be rapidly adopted by major financial and professional service firms, which has led to expanding our Customer Success team and the need to appoint Senior Customer Success Managers to support our Tier 1 financial services Customers
• This role reports into the Head of Customer Success, working closely with our dedicated Sales, Product and Support teams
• In the initial phase of this role, you will provide French-language support across multiple functions as we build our French-speaking client portfolio. This will include:
• Supporting the Sales team on pre-sales activities including discovery calls, product demonstrations, and responding to prospect questions in French
• Working alongside the Delivery Services team during client implementation and onboarding, providing bilingual communication and support
• Supporting existing Customer Success colleagues on French-speaking client accounts
• As the French-speaking client portfolio develops, the role will transition toward the full Customer Success Manager responsibilities outlined below, with you taking primary ownership of French-speaking accounts
• Create customer success account plans to maximise the active user base, support adoption, and drive advocacy
• Supporting revenue growth through identifying new opportunities for MRR and Professional Services
• Work closely with Customers to manage user training and user shadowing
• Identify opportunities to improve the customer platform experience through data led investigation, configuration changes, enhancements and roadmap features
• Help the customer deliver success through the platform and against their KPI’s, goals and outcomes
• Be in the internal “voice of the customer” and advocate for support issue resolution and new product requests internally on behalf of the Customer
• Own internal initiatives that move the team forward in successfully achieving our team KPIs (CSAT, Adoption, Retention, Value)
• Be the communication funnel between the 2 organisations, including Customer and internal Support desk teams
• You develop strong, open, trusted 2-way relationships with your Customers, by understanding their needs and what drives their success. You are able to guide them on how to get the most from the solution/service, using data insight and best practice to drive recommendations, bringing in experts where need to drive more detailed discussions
• This position is dynamic and highly cross-functional, and our Success Managers have an essential role in orchestrating and funnelling conversations across the 2 organisations
• Armed with key customer insight and knowledge, a Customer Success Manager must regularly work with the sales, product, engineering, support, and marketing teams as a keen customer advocate to ensure that customer outcomes are achieved