The job in short
As the Customer Success Manager, you have accountability and responsibility for managing the
success of your customers in the Canada. Both on the relationship, and therefore length and value of
the engagement as well as on the revenue side. We always engage in three roles: Technical,
Delivery and Customer Success. We engage together.
Meet the job
You will be responsible for the customer success of our Canadian based customers.
Based on the product and market, you are able to define a local strategy in the market on the future of various customers, regions, and markets.
You make a significant contribution helping Backbase Enterprise Customerssuccessfully execute their Digital Transformation Program through our Products, Professional Services and your strategic insights.
Your span of control is fairly small, on the opposite your span of support should be large.
You lead and own accounts. Next to region targets, there are also personal customer targets.
You work with the Customer to ensure ongoing support and identify new opportunities to drive continued business and IT value.
You drive continuous improvement efforts to support our customers in the most efficient and cost effective manner without losing track of contractual commitments and SLA’s.
You work closely with Backbase (Developer) teams on new innovations, product roadmap features, new solutions, market insights, solution adoption and implementations. Together, we make sure we stay ahead of the curve and bring the best solutions and programs to our customers
How about you?
You have an entrepreneurial mindset and a high level of initiative.
You have proven experience as a Senior Account Manager in the Digital World with Financial Institutions.
You have significant experience working with C-level Client executives regularly.
You exercise excellent client relationship and delivery skills with the demonstrated ability to communicate effectively throughout all levels of an organization.
You are able to perform in a high demanding environment and know how to de-escalate issues and knows how to communicate to the company management and peers.
You are a relationship builder in an international corporate world who knows the true meaning of strategic customer management.
You have worked within Financial Technology Services at Management level and understands how to manage digital transformation and implementation. The complexities and challenges both internal and external are the environment you thrive in.
-You drive the relationship with key delivery stakeholders at the client, ongoing alignment throughout the engagement with the client and Backbase to steer program