Director, Customer Success Manager - Strategic Accounts
Posted on Apr 5, 2021 by Omega Performance
Duties: Establish and lead the White Glove Service culture for the Customer Success Management team working with our Strategic Accounts. Demonstrate success with increased renewal rates and reduced attrition (churn). Initiate new relationships, further commercial strategies and identify value-oriented activities. Drive client retention strategies and execution encompassing the full suite of products and services in the Risk and Finance Solutions LOB, including our Credit Analytics, Portfolio Risk, Regulatory and Impairment franchises. Create client roadmaps (map customer journey) and update based on changing client needs. Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores. Build and maintain client relationships and extend relationships beyond key business champions. Clearly articulate the business value of our offering to senior client stakeholders. Create best practice content and thought leadership that is scalable. Define segmentation needs of customer base and varying client retention strategies. Learn and share industry best practices for quantification of credit risk with stakeholder groups. Manage client expectations around product capabilities and needs with a clearly communicated path forward. Partner closely with product management on product roadmaps and with marketing on campaigns and events. Create a system for tracking metrics and report on customer success metrics to senior management. Align with Sales on cross-sell and up-sell opportunities with focus on client retention. Create a customer feedback loop process and share the voice of the customer with relevant stakeholder teams. Manage Tier 1 customer service product escalations as related to client success management.
Requirements: Must have a Bachelor's degree or foreign equivalent in Business Administration, Economics, Finance, or a closely related quantitative field plus 10 years of progressively responsible experience in financial services or risk management related field. Must have at least 10 years of experience with the following: working directly with clients within the financial services or risk management industry; working with advanced quantitative credit models; working with commercial banks, insurers, corporations and government entities; working with marketing, product development, sales and research teams to improve the customer's use of financial risk management products; and applying knowledge of financial services and credit risk management products and understanding business applications for banks, insurers, corporations and government entities. Domestic and international travel required approximately 25% of the time. Destination and frequency impossible to predict.