Senior Customer Success Manager

hace 4 semanas

Madrid, España Davies Consulting A tiempo completo

We are the consulting division of Davies, accelerating business, technology and people performance across financial services including banking, asset and wealth management, insurance, and other highly regulated industries.

We are currently seeking a Senior Consultant who will initially work on a major client project with a FinTech business as their **Senior Customer Success Manager. **You will join our team on a permanent basis within our Banking & Markets practice in Madrid.

**The opportunity**:
**The banking & markets practice draw on our specialist knowledge and extensive industry experience. From designing target operating models to creating risk-based management dashboards, we deliver transformative change for our clients.**

**This role is required to immediately deliver exciting projects for a major FinTech client in Madrid.**

**You will**:
The Senior Customer Success Manager (CSM) will guide our client's customers through their post-sales journey, ensuring customer satisfaction, sustained engagement, and the cultivation of enduring relationships.

**Main responsibilities**:

- Manage a portfolio of enterprise customers, driving value realization from solutions.
- Focus on client satisfaction, enhancing retention, renewals, and adoption rates.
- Oversee customer adoption, emphasizing enablement and increased product usage.
- Collaborate internally with cross-functional teams including Sales, Solution Consulting, Customer Operations, Support, Training and more, to provide best practices for extracting maximum value from products.
- Establish strategic relationships, manage customer health, and mitigate risks post-onboarding.
- Develop functional expertise in solutions to support day-to-day interactions.
- Conduct periodic strategic business reviews, aligning outcomes with solutions.
- Map customer businesses, ensure contract renewals, and identify new needs.
- Identify growth opportunities and leverage resources to drive customer success.
- Engage in strategic account planning with key stakeholders, acting as a renewals brand ambassador.
- Expand influence within accounts to drive engagement and reference ability.
- Provide overall customer lifecycle management, tracking improvements, conducting ad-hoc analyses, collaborating with cross-functional teams, ensuring customer satisfaction, and supporting timely payment of invoices

**Requirements**:

- 10+ years experience in customer success, customer relations or a related field.
- Experience in establishing relationships with senior stakeholders.
- Previous experience managing enterprise banking customers with/for tier1 global banks, specifically at the financial Crime or the Payment space.
- Strong verbal and written communication skills with the ability to convey complex ideas and present business value.
- Effective relationship-building and influencing abilities.
- Demonstrated analytical and problem-solving skills.
- Proven quantitative data analysis skills with business insight.
- Independent learner with adaptability.
- Ability to operate with mínimal guidance and structure in a fast-paced, client-focused environment
- Self-motivated team player excelling in a dynamic environment.
- Strategic thinking and execution skills.
- Bachelor's degree or equivalent work experience.

**About Us**

**What's important to you is what matters to us...**

We are straight-forward, adaptable and outcomes-focused. We build affinity, work with integrity and we always do what is right for our clients

Our core principles of Expertise, Leadership and Teamwork underline the Davies values of:

- We are connected
- We are dynamic
- We are innovated
- We succeed together

**We live these values by...**
- Caring for the health and well-being of our colleagues
- Increasing diversity and inclusion within our workforce
- Encouraging and accommodating flexible and hybrid working arrangements
- Creating a culture centred on interesting, complex, and challenging work and celebrating success
- Enjoying a fun, friendly, supportive, and sociable team-based environment
- Supporting performance driven career progression and providing access to professional skills enhancement via internal learning programs
- Recognising and celebrating the individual contributions of our colleagues
- Championing autonomy and empowerment of all our colleagues

**And if that wasn't enough...**
- Rewarding success and hard work

We offer a **competitive basic salary** and annual bonus based on performance.

**Benefits package includes**:

- Private healthcare via Sanitas
- Lunch vouchers via Edenred
- Flexible remuneration plan
- Online discount platform
- Competitive employee referral program
- Generous annual leave plan

**Inclusion and Diversity**

Our Approach - At Davies we welcome different perspectives, support each other's ambitions, and grow together. We work to build an Inclusive Culture where everyone can succeed.

We value the differences and benefits that a diverse workforce brings to

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