Since our founding in 1996, we have been at the vanguard of financial technology, providing groundbreaking expertise, quantitative analytics and software that redefine pricing and risk management in the financial markets. With the strategic acquisitions of FINCAD and PolyPaths, Numerix has further strengthened its leadership position empowering financial institutions worldwide, to transform risk into opportunities with confidence.
As
Vice President, Global Customer Success, you will lead the Global CSM function working directly with our customers to ensure they are getting most value out of our products and/or services. You will be responsible for the strategic customer engagements including user experience, customer retention and business expansion & continuity. Furthermore, you will act as a liaison between product, service, and sales, incorporating product expertise and customer feedback. Thus, you will be the “voice of the customer.”
What You'll Do
- Lead the customer success team, setting the tone, overseeing all functions, benchmarking functional activities, prioritizing areas for improvement, planning and implementing functional improvements, and measuring impact over time.
- Lead the team by example, build relationships with assigned customers and continually delight them with a positive, customer-centric attitude.
- Provide proactive strategy with assigned customer accounts.
- Become an expert in the way our customers operate and educate internal stakeholders on how to support them more strategically.
- Work closely with Sales, Product Development and Services teams to ensure an exceptional customer experience.
- Be a customer advocate while capturing customer feedback and reporting requests to internal stakeholders and senior management.
- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
- Support a revenue base by managing account retention and renewal and drive upgrade revenue through increased service adoption and increased usage.
- Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities.
- Identify and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc.
- Determine usage patterns and use them to gain insights and provide guidance to Sales, Marketing and Product Strategy in identifying opportunities and increase customer satisfaction.
- Ensure the CRM accurately reflects most relevant client details and can be used to provide meaningful analysis of client profiles and use cases.
Measures Of Success
- Customer NPS
- Customer retention and net ACV growth of existing customers
- Data quality in CRM
- Efficient customer 360 reporting
What We're Looking For
- 2-3 years experience in a Customer Success role or in a customer facing role within Capital Markets.
- 5+ years of experience in technology delivery, account management, sales or pre-sales.
- 3+ years capital markets expertise in trading, risk management or related technology. Experience with derivatives and fixed income analytics.
- Functional and team leadership experience, ideally having previous experience supporting the establishment of a new function from a strategic idea to an operational plan.
- In-depth product and/or Services knowledge for cloud-native services and API’s as SaaS offerings in Capital Markets.
- Exceptional Stakeholder management skills including the ability to build and nurture strategic relationships within cross functional teams.
- Exceptional collaboration and communication skills with the ability to influence multiple stakeholders, prospective and actual clients without direct authority.
- Skills to proactively orchestrate the customer’s journey towards their goals.
- Ability to work in the NYC office about 3 days a week.
An Important Note On Salary
The annual pay range for this position is based on the preferred primary location of the role which is listed above. If you are applying to this role at a location that is not the preferred primary location, please keep in mind the salary range will vary and may fall outside of what is listed. Base pay offered may vary depending on job-related knowledge, skills, and experience.
