Senior Customer Success Manager, Iberia

hace 7 días

Madrid, Madrid, España Feedzai A tiempo completo
About Feedzai

Feedzai is a leading provider of risk management solutions for the financial industry. Our platform uses machine learning and artificial intelligence to detect and prevent financial crimes, ensuring the security of global commerce.

Job Summary

We are seeking a highly skilled Senior Customer Success Manager to join our team in Iberia. The successful candidate will be responsible for ensuring our clients derive maximum value from our products and become enthusiastic advocates of Feedzai solutions.

Key Responsibilities
  • Client Relationship Management
    • Develop and nurture strong, long-lasting relationships with key clients.
    • Act as the main point of contact for customer inquiries, concerns, and escalations.
    • Regularly engage with senior stakeholders to understand their evolving needs and expectations.
    • Able to handle complex situations that require aligning multiple stakeholders from different levels of seniority.
    • Develop joint success plans with customer senior stakeholders.
  • Value Maximization
    • Collaborate with clients to identify opportunities for maximizing the value they derive from Feedzai products.
    • Provide guidance and best practices to ensure clients are effectively utilizing the full range of product features.
    • Proactively identify and address potential challenges, working towards solutions that align with client goals.
    • Develop a value plan with clear objectives that are aligned with their strategy.
  • Product Adoption and Training
    • Develop and execute tailored onboarding and training plans for clients.
    • Ensure clients are proficient in utilizing Feedzai products to meet their specific business objectives.
    • Monitor and analyze user adoption metrics, providing insights and recommendations for improvement.
  • Advocacy Building
    • Identify and nurture customer advocates who are willing to share their success stories.
    • Collaborate with marketing teams to create case studies and materials showcasing client success with Feedzai.
  • Feedback Collection and Product Improvement
    • Gather customer feedback on product experiences and share insights with the product development team.
    • Act as a bridge between clients and the Feedzai Product development organization.
  • Account Management
    • Proactive management of renewals and account growth.
    • Understand business dynamics at the customer to leverage those for revenue growth.
Requirements
  • Bachelor's degree in Technology, Business, or a related field.
  • 10+ years of experience in a customer-facing role (consulting, customer support, account management).
  • Previous experience in roles that required technical understanding, particularly in customer success management.
  • Strong understanding of fraud prevention space (preferably for Banks or Acquirers).
  • Ability to analyze data and provide actionable insights.
  • Results-driven with a focus on customer satisfaction.
  • Exceptional communication, presentation, and interpersonal skills.
  • Ability to work autonomously, take ownership, and accountability.
  • Technical and problem-solving skills.
  • Organizational skills – can prioritize and multi-task.
  • Project Management skills including strong reporting capability.
  • Commercial and Business Acumen.
  • Fluent in English (written and verbal).

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