Client Success Manager

Our client, a global technology provider to financial services firms is looking to add a Client Success Manager (CSM) to their team in New York City. The CSM is responsible for successful delivery, adoption, and expansion of solutions within their assigned accounts. You will support and serve as a trusted advisor to large financial services clients. This is a hybrid role.

RESPONSIBILITIES

• Act as a subject matter expert across the solutions portfolio including low-latency market data and trading solutions.
• Develop a thorough understanding of your clients’ operations and help them achieve their goals and desired outcomes with the company’s technology solutions.
• Build and nurture strong client relationships, specifically with key decision makers, in all levels of assigned accounts
• Take the lead on all project deliverables handed over by the pre-sales teams, focusing on delivery management, client timelines/SLAs, and recognizing revenue of services
• Liaise with clients and internal implementation teams to translate requirements into project milestones setting and managing expectations
• Create and lead communications with clients to provide proactive and timely status updates for deliveries, releases, and ongoing support cases
• Navigate the organization effectively to prioritize key deliverables based on dependencies and critical paths with client input
• Complete the “Fit for Service” process with our Support team for continued operational monitoring and stability
• Proactively identify roadmaps for releases and upgrades showcasing the capabilities to maximize value of the company’s solutions
• Participate in or lead on large scale migrations and other displacement projects
• Partner with Account Managers, Solutions Consultants, Product Managers, Engineering and Client Support, among others, to ensure we are addressing clients’ needs
• Your Success as CSM will be measured on:
  • Delivery and Expansion of your Client Book of Business
  • Product Adoption
  • Portfolio attrition and risk mitigation plans implemented
  • Client Satisfaction

REQUIREMENTS

• Experience: 5+ years in client success, sales, consulting, or similar client-facing roles
• Client-Centric Mindset: Dedication to helping clients achieve their business goals with our solutions
• Financial Markets Knowledge: Understanding of Equities, Fixed Income, Derivatives, and Money Markets in the context of Sales and Trading, along with relevant technologies
• Relationship Building: Ability to connect with stakeholders at all levels, from C-Suite executives to end-users
• Analytical Skills: Use data to drive decisions, solve problems, and simplify complex issues
• Project Management: Strong experience managing multiple workflows and delivering results
• Communication: Skilled in facilitating meetings and presenting effectively to diverse audiences
• Proactive Attitude: Independent, positive, and team-oriented approach with a focus on client service
• Technical Proficiency: Familiarity with Jira, Salesforce, Confluence, and MS Office