Client Success Consultant, Pismo

• Strong experience with payments or core banking
• Extensive experience with AWS or other cloud providers
• Has worked on microservices architecture
• Proven experience managing clients at senior level
• Managing business risks and governance
• Prior experience as a client success manager / Technical account manager
• Strong experience with SaaS applications

Desirable

• The Customer Success team at Pismo aims to ensure customers achieve their business goals, realise the value of their investments, and have a positive experience with the product
• The team engages in activities to maximise customer satisfaction and retention
• Build long-term strategic relationships with key stakeholders in your portfolio and develop a deep understanding of your customers’ business processes, goals, and strategies
• Serve as the primary point of contact for your assigned accounts, fostering trust and confidence in our partnership
• Develop a deep understanding of the customer's business and industry to provide solutions and advice
• Work closely with customers to create and execute a successful plan that aligns with their business objectives and strategy. Also, maximise the value they receive from our solutions, by managing program engagements
• Act as a customer advocate, representing their feedback and needs within the company
• Operational Efficiency - Ensure timely resolution of customer issues, working closely across Pismo teams Drive client-specific root cause and remediation for clients with the service delivery manager
• Manage and follow up on client’s KPIs within Pismo (developments execution, platform performance and others)
• Analyse and have critical thought on clients’ data to perform a strategic analysis and take decisions based on data
• Provide education and resources to customers to enable them to effectively use our products/services
• Conduct regular check-ins to ensure customers are leveraging the full capabilities of our offerings
• Risk Management - Identify and mitigate risks related to client engagement and service delivery. Handle escalations and resolve client issues in a timely and effective manner
• Influence the company to adapt or create new processes with a focus to provide better experience to our customers
• Continuously improve the Client Success area, partnering with your peers to scale the organisational capabilities