We are looking for a Customer Success Manager (CSM) with strong expertise in core Retail and/or CRE services to join our team. The CSM will play a pivotal role in ensuring the successful execution of projects, nurturing long-term client relationships, mitigating delivery risks, and identifying opportunities for account growth. This individual will be instrumental in expanding our presence in the financial services domain.
Key Responsibilities
- Project Execution and Delivery:
- Oversee the delivery of consulting projects, ensuring alignment with client objectives, timelines, and quality standards.
- Work closely with cross-functional teams, including data engineers, AI specialists, integration experts, and application developers, to achieve project goals.
- Client Relationship Management:
- Serve as the primary point of contact for clients, fostering trust and ensuring high levels of customer satisfaction.
- Conduct regular check-ins with clients to understand their evolving needs and challenges.
- Risk Assessment and Mitigation:
- Proactively identify delivery risks and implement strategies to mitigate them.
- Ensure smooth communication and issue resolution between internal teams and clients.
- Account Growth and Portfolio Expansion:
- Identify upselling and cross-selling opportunities within accounts by understanding client business goals.
- Collaborate with the sales and solutions teams to expand the financial services portfolio.
- Domain Expertise and Advisory:
- Leverage deep knowledge of core Retail services to provide insights and strategic recommendations to clients.
- Stay abreast of industry trends, regulatory changes, and emerging technologies impacting the financial sector.
- Business Development:
- Contribute to proposals, case studies, and presentations to showcase the firm's expertise to prospective clients.
- Build strong relationships with key stakeholders in client organizations to identify new business opportunities.
Key Skills And Qualifications
- Domain Expertise:
- Strong understanding of retail services and industry best practices.
- Project Management:
- Proven experience managing and delivering complex consulting projects.
- Ability to handle multiple projects and clients simultaneously while maintaining high standards of quality and delivery.
- Relationship Management:
- Excellent communication, negotiation, and interpersonal skills.
- Ability to build and sustain long-term client relationships.
- Strategic Thinking:
- Capability to assess business needs, propose innovative solutions, and create value-driven client strategies.
- Analytical mindset to identify risks, opportunities, and areas for improvement.
- Technical Acumen:
- Familiarity with technologies related to data engineering, AI, application engineering, and integration.
- Understanding of modern technology stacks used in financial services.
Educational Background And Experience
- Bachelor's or Master's degree in Technology.
- 10+ years of experience in customer success, account management, and project delivery within the consulting or retail services industry.