Client Success Manager, Xceptor
2-3 days a week in office
Data automation software
Posted today
Data automation software
201-500 employees
Posted today
2-3 days a week in office
201-500 employees
Company mission
To empower business users within financial institutions to build automated processes that deliver trusted data.
Role
Who you are
- At least 5+ years’ experience in Client Success, technical account management, or consulting in a B2B SaaS environment, working with business and technology stakeholders in Banks, Custodians, Asset & Investment Management or Fund Administrators
- Experience working in a functional or technical role for a Bank, Custodian, Asset Manager or Fund Administrator, with an understanding of trade lifecycle workflow is a plus
- CSM Certification (desirable)
- Experience delivering / managing Fintech SaaS services is advantageous
- Deeply understanding clients’ needs, expectations, and goals is crucial
- Building strong relationships not only with clients but also internal teams
- Identifying potential risks and resolving them before they impact client satisfaction
- Staying updated on client success trends, methodologies, and best practices
- Good knowledge of automation, AI & strong understanding of the possibility's technology offers to streamline operations, specifically within Banking and Capital Markets
- Good level of technical proficiency including understanding programming concepts and SQL
- Strong understanding of CRM, analytics, and project management tools
- Very strong presentation skills
- Very strong organisational skills with ability to work independently
- We know that not everyone ticks every single box in a job description — and that’s okay. If you’re excited about this role and think you could make a difference, we’d love to hear from you. Your unique skills and experiences might be just what we need, even if you don’t meet every requirement
What the job involves
- The Client Success Management (CSM) function accompanies our clients in every phase of their journey with Xceptor
- Our CSM’s provide the critical conduit between our clients and Xceptor, acting as their trusted advisor and voice within our organization
- The CSM team leverage well-defined maturity and governance models to establish value driven partnerships, focusing on deeply understanding our clients desired business outcomes, then enabling them to achieve these outcomes in the shortest and most efficient manner
- The Client Success Manager is focused on ensuring our clients maximise their benefit from their partnership with Xceptor so that they not only achieve their objectives but exceed them, expanding their adoption of Xceptor’s best in class software to achieve the operational efficiencies and success
- The role holder will achieve this by developing and using product knowledge, client adoption experience, relationship management and delivery skills to benefit the clients. The role is a consultative one - using expertise and strategic thinking to help overcome challenges on the client’s journey towards intelligent automation
- The post holder must have a delivery-centric approach, with a strong understanding of what is important to the client and what success looks like, collaborating across teams to achieve this
- Client Satisfaction: regular engagement, owning operational governance, managing the production service, and navigating Xceptor for the client
- Adoption: enabling the client to deliver intelligent automation, accelerating Xceptor adoption so their users onboard quickly and succeed with their goals
- Retention: provide expertise to clients to drive successful outcomes, helping them achieve maximum RoI with their Xceptor investment resulting in long term loyalty
- Expansion: helping the client to expand their use of Xceptor through use case discovery and facilitating opportunity referrals for our Sales and Partner teams
- Monitor and analyse user behaviour, volume data, feedback, and client satisfaction (NPS/CSAT), and proactively intervene to prevent churn and increase loyalty
- Support a portfolio of clients and ensure their success and satisfaction throughout their lifecycle, owning business and delivery relationship with stakeholders and users
- Drive upgrade, use case and new feature uptake for your clients through demos and webinars, and position our Success Packs and Professional Services for smooth enablement
- Build and maintain strong relationships with key decision-makers and influencers
- Identify and nurture client advocates who can provide testimonials, referrals, and create case studies
- Identify and address user pain points, use case troubleshooting, challenges, and opportunities
- Client Strategy; establish a trusted/strategic advisor relationship and drive continued value of Xceptor products and services with alignment on client goals and expectations
- Develop and execute Outcome Success Plans in partnership with clients to drive adoption, expansion, upgrades and renewal opportunities
- Achieve agreed annual targets on Net Retention Rate (NRR), churn, client adoption, sales leads, client advocacy, professional services and client software upgrades
- Use client usage metrics and data to create client insights and drive further adoption opportunities, and help generate sales leads
Salary benchmarks
Our take
Collecting, processing and using data can be incredibly challenging, especially when done at scale. Xceptor solves this problem with its data automation solution, to make it easier for businesses to tap trusted data and create better customer outcomes.
Xceptor was founded in 2003, making it a longstanding player in the automation market. In 2021 the company was bought by Astorg, which has helped to accelerate its product development. The company also has strong relationships with big-name corporate clients like EY and Finastra - strong evidence of the value of its technology.
Xceptor's main challenge is to compete with other no-code automation software companies. That said, the backing of Astorg should help to ensure this legacy player remains competitive in the years to come. It is moving ahead with further development and securing yet more impressive partnerships, such as with expanding its partnership with Danske Bank in 2025.
Steph
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Company benefits
- 25 days annual leave
- A day off for your birthday
- A volunteer day to invest in a charity or community-based work of your choosing
- 5 days to invest in your continued learning and professional development
- Flexible working policy
- Access to the #1 app for meditation and sleep – Calm
- Private medical insurance
- 4x salary life assurance
- Company pension scheme with 4% employer contribution
- Employee assistance programme
- Enhanced mental health and wellbeing resources
- Everyday lifestyle savings
- Flexible benefits platform
Company HQ
Finsbury, London, UK
Leadership
Michiel Verhoeven
(CEO)Michiel previously worked at SAP for 9 years in various roles, ultimately as Managing Director for the UK and Ireland. He has also worked at Microsoft, webMethods, and KPMG.
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