Senior Associate, Customer Success Manager

Role Overview

As a Customer Success Manager, you will be responsible for encouraging relationships and being a trusted advisor to our Trading Customers who use our Trading Desktop Solutions through the customer experience journey. This role focuses primarily on driving adoption, integration and expansion of our solutions into the daily workflow of end-users and ensuring the retention strategy of this group of accounts.

What You Will Do

You will be responsible for the Customer Value Plans and the delivery of all agreed upon milestones. You will visit customers and form relationships with key stakeholders and user community to ensure we are delivering an elite customer experience. You will partner with the Account Managers and Sales Leaders to provide insights on customer health to drive retention and growth.

Why It Might Be a Fit

A CSMs success will be measured by: Customer onboarding activities, including various types of trainings/presentations; Breadth & depth of customer relationships; Retention and risk mitigation management; Drive account retention and growth with sales; Contributions to role and process improvement.

Requirements

• 2-5 years of customer service/ client relationship experience, pre-sales, or trading role in bank or content organization
• Preferably with knowledge of & experience in FX trading space
• Excellent communication and presentation skills with ability to flex style depending on audience (C-Level/Leadership/Team)
• Proven track record of identifying customer needs and efficiently completing retention and adaption strategies
• Ability to adapt and thrive in a fast-paced environment and constantly evolving market
• Proactive and positive attitude that has a “Whatever it Takes” approach to increase customer happiness and deepen relationships
• Bachelor’s degree required
• Proficient in written and spoken English
• Basic knowledge on commodities/ fixed income/ coding such as Python would be a huge plus

Benefits

• healthcare
• retirement planning
• paid volunteering days
• wellbeing initiatives