Customer Success Specialist

Opportunity at a Glance
Reporting to the Regional Operations Manager, the Customer Success Specialist is a member of the America’s team with the responsibility to manage and deliver high priority client and internal projects (product development & translations, systems implementation etc.) to agreed scope, timelines and budget.
We’re specifically looking for a customer success specialist who will roll up their sleeves and work with the team from inside the trenches. As a key member of specific client teams, you will partner with relevant sales managers to help execute the customer success plan, building strong relationships with customers and collaborating with cross-functional teams internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about problem solving and improving relationships. To succeed in this role, you should have relevant customer-facing project & solution management experience and a demonstrated record of managing multiple clients and deliverables concurrently.

Responsibilities
1. Own overall operational relationship with assigned clients, which includes managing on-boarding, implementation, training, and high levels of customer satisfaction. Manage and resolve all customer, sales and partnerships cases (call or email) within defined KPI’s (SLA, Quality and Customer Satisfaction) whilst providing excellent service experience to clients and members.
2. Trusted partner for sales to maintain and execute customer success strategies and best practices.
3. Communicate effectively with both internal and customer stakeholders to understand customer needs, maximize retention and growth, and communicate learnings.
4. Maintain existing customer success metrics and data as directed.
5. Customer deliverables management:
a. Overall responsibility to ensure timely delivery of all deliverables to agreed schedule; prepares regular status and reports and executes regular status meetings with the project teams documenting the minutes and actions.
b. Coordinate internal resources and third parties/vendors for the seamless execution
c. Manage changes to the operational scope, schedule and costs whilst ensuring process documentation is up to date.
6. Lead/ support delivery of key ACAMS events (in-person and virtual) as assigned.
7. Manages their own time effectively to maximize utilization and to balance demands from multiple deliverables.

Qualifications

Minimum bachelor’s degree in a business or IT related field required or equivalent experience
Up to 3 years of relevant customer success/ customer management experience leading delivery. Preferably within the Fintech/ SaaS/ Financial Services sector.
Experience/ ability managing multiple customer deliverables concurrently.
Good stakeholder management, organization and influencing skills with good business acumen.
Technology-savvy and an intermediate user of applications like MS Office suite, including reporting and analytics tools, etc.
Fluent written and spoken English is a must, additional Spanish or Portuguese proficiency

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