Who are we?

At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.

Required Experience:

• The Customer Success Manager (CSM) uses industry & product knowledge, business strategy expertise, and account management skills to drive value realization for our customers from Finastra’s solutions and services.
• Customer Success Managers partner with Account Executives throughout the customer journey to deliver value, with the Account Executives accountable for coordination of activity during presales and sales cycle(s) and the Customer Success Manager accountable for success from point of sale.

Strategic Goals & Deliverables:

• Customer Success Managers work in collaboration with the wider BU CXO teams to achieve the vision of providing an excellent customer experience  
• Our Customer Success Managers, as well as focusing on overall client satisfaction, have strategic goals of delivering value to the customer and Finastra by improving retention, and adoption rates in line with our success strategy.

Accountabilities

• Deliver Finastra’s success strategy in line with the defined success framework & coverage model
• Build and maintain strong internal networks across the Sales, Support, Services and Product organizations, partnering with these teams to provide an excellent customer experience to our customers
• Build relations with our customers by providing proactive customer contact from point of sale and maintaining regular engagement cadence throughout the customer journey
• Establish Customer Success plans, building on value proposition(s) developed during sale, that outline the customer’s business goals & priorities. Work with the customer to define & track value realization of Finastra’s solutions against these goals to drive adoption and understanding our product portfolio.
• Maximize value of Finastra solutions for the customer and provide vital internal feedback loop by engaging and coordinating relevant Finastra functions to drive improvements and share success stories
• Work with our Services and Customer Support teams to ensure customers have been appropriately trained and that we are effectively tracking & reporting against adoption of solutions from point of launch. Ensure customer is aware of support services available to them and how to engage these.
• Recognize & communicate the value additional Finastra solutions will bring customers in line with their strategic priorities. Ensure Sales are aware of x-sell & up-sell opportunities and work in partnership to deliver.
• Actively manage account to identify risks proactively. Orchestrate resolution process for escalations, working with & mediating internal teams to track, manage and resolve these in a timely and professional manner.

Differentiators for High Performance:

• Experience developing and delivering against Customer Success plans
• NPS results
• Customer Retention

Skills & experience:

• Experience in a customer facing role (consulting, customer support, account management) that includes issue resolution & relationship management  
• Passionate about delivering success for customers, embodies a customer centric mindset and strives to deliver excellence at every opportunity
• Strong communication, presentation and interpersonal skills. Demonstrates ability to challenge, negotiate, influence and persuade stakeholders
• Ability to work autonomously, take ownership & accountability
• Demonstrates a design thinking mindset – ability to understand/recognize root causes of challenges
• Can prioritize, strong reporting capability
• Commercial & Business Acumen – understand & speak to business drivers

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

·       Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.

·       Well-being: Access Confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.

·       Medical, life & disability insurance, retirement plan, lifestyle and other benefits*

·       Sustainability: Benefit from paid time off for volunteering and donation matching.

·       DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).

·       Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.

·       Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.

*Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra!