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Customer Success Manager
DH Corporation
Orlando, FL, United States
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The Client Success Manager is an individual contributor in the Client Services / Support organization responsible for building strong relationships with an assigned portfolio of key and/or strategic Finastra clients. In this role you will serve as a trusted advisor and internal advocate for your clients, helping them maximize the value of their Finastra Lending solution(s) through careful resource management and strong client relationships based on accountability and trust. Individuals in this role are aligned with counterparts in the Sales organization to help these clients achieve business success with Company Lending products, leading to greater client satisfaction and loyalty.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Build and maintain strong relationships with assigned key and/or strategic Finastra clients.
• Advise clients on the optimal approaches to technical challenges based on a thorough knowledge of Finastra Lending products as well as the client’s environment.
• Work effectively with the Client Support organization to ensure support cases for assigned accounts are reaching resolution in an effective and timely manner.
• Conduct periodic meetings with clients via telephone or onsite to ensure operational effectiveness and client satisfaction with Finastra Lending products.
• Serve as primary point of contact inside and outside Finastra for escalated support issues.
• Help drive continuous improvement of Finastra Lending products and processes through careful consideration and effective communication of client feedback.
QUALIFICATIONS REQUIRED:
KNOWLEDGE / SKILLS
• In-depth understanding of at least one Finastra Lending product preferably Credit Quest, Decision Pro or Laser Pro; broad knowledge of others.
• Demonstrated ability to work independently; good prioritization skills when workload exceeds capacity.
• Able to organize and lead effective meetings, internally and with clients; able to organize issues and problems so next actions and current status are easy to understand.
• Able to independently handle client escalations.
• Strong collaboration skills; able to work effectively with other functional areas (Sales, Product Management, etc.) toward a common goal.
• Strong sense of initiative and accountability.
• Excellent verbal and written communication skills.
EXPERIENCE
• 6+ years relevant work experience including customer support, consulting, and/or account management.
• Experience in dealing with large enterprise accounts.
• Relevant experience in understanding Financial Institution client needs.
EDUCATION / CERTIFICATIONS
• Bachelor's degree in Business, Information Systems, Law, Finance or related discipline or equivalent experience.
OTHER:
PHYSICAL DEMANDS
• Ability to express or exchange information by means of oral and written communication.
• Position involves mostly sedentary work, exerting a negligible amount of effort to lift, carry, push, pull, or otherwise move objects. Work involves sitting most of the time.
• Ability to stand, walk, reach, stoop, bend, and lift and carry up to 25 lbs. of weight (laptop, projector, suitcase, etc.).
• Manual dexterity to input data into the computer.
TRAVEL REQUIREMENTS
• Travel to client sites or additional Finastra offices (domestic and international) may be required, no less than 25%.
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The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.