Customer Success Executive

Responsibilities

Role Overview

As a Customer Success Executive, you will be part of the Sales and Customer Success organization in the Corporate Lending Business Unit, which serves some of the biggest and most complex financial services organizations in the world.

You will play a pivotal role in retaining and growing the Annual Recurring Revenue (ARR) with our customers, driving revenue and customer engagement. This is achieved by proactively managing your portfolio of customers, identifying, upsell, renewal and professional services opportunities, and fostering lasting relationships. The role is also expected to be the primary point person for a sub segment of existing clients where we have the opportunity to develop our relationships and grow the revenue.

You will be responsible for guiding our customers through key stages of their journey, from system implementation to long-term satisfaction, and ensuring mutually beneficial relationships.

You will work with autonomy, have a long-term approach, and leverage your expertise in Corporate Lending software and the financial services sector.

Responsibilities

• Engage proactively and frequently with customers, including with on-site visits, to build strong relationships and understand their business drivers and challenges.
• Identify where the client has expectations that are misaligned with their contract or Finastra policy, and execute plan for re-alignment.
• Develop and execute account 'success plans' for each customer, focusing on their unique needs and goals, and ensuring revenue optimization, customer satisfaction and retention.
• For your portfolio, assist and actively engage on the end-to-end process for 'at-risk' customers, from detection to resolution.
• Utilize architecture and usage data to derive insights and proactively identify risks and opportunities.

As Part of Customer Health Management:

• Drive the customer upgrade and High Value Services campaigns by identifying, qualifying and managing upgrade opportunities and assist and actively engage both internally and with the customer to grow the revenue.
• Drive the Customer PAS, Automated Testing and Extended Maintenance campaigns by identifying, qualifying and managing PAS and extended maintenance opportunities and assist and actively engage both internally and with the customer to grow the revenue.
• Support the identification and creation of software leads at the customer level with focus on Upsell, and collaborate across the Sales function to manage all opportunities, including services, upsells, renewals, and compliance.
• Act as an essential link to the Product Development teams, facilitating an ongoing dialogue that incorporates diverse insights into the product evolution strategy.
• Drive Customer Adoption from Tracking, analysing business intelligence and positioning adoption packages to increase Software ROI for customers
• Monitor partner performance with customers, providing proactive reporting.

Qualifications and Experience

Good understanding of Corporate Banking markets (Syndicated Lending/ Transaction Banking , Supply Chain Finance/ Corporate Channels/ Cash Management ) / Regulatory requirements (local / global) Experience working with customers to retain and grow revenue. Good understanding of Corporate Banking Landscape / Corporate Banking workflows in a bank. Ability to interact and demonstrate presence with all levels of stakeholders, whether within Finastra or with the customer, and to challenge, negotiate, influence, and persuade them. Ability to work autonomously, take ownership and accountability, while rallying individuals and global teams to support customer towards end goal. Experience developing and delivering against Account or Customer Success plans. Problem-solving skills, and ability to understand or recognize root causes of issues. Effective communication, presentation, and interpersonal skills. Analytical mindset and ability to derive insights from data. Organizational skills, can prioritize, multi-task and demonstrate adaptability.