Customer Success Manager

**Who We Are**

Provenir is a global fintech company with offices across North America, the UK, and Singapore. Provenir helps fintechs, financial institutions, and payment providers make smarter decisions, faster. We are passionate about technology and empowering businesses to become industry leaders. As a leading provider of decisioning and analytics products for financial services and other industries, we empower businesses to create digital-first decisioning solutions that drive business growth. If you’d like to work at an innovative fintech with a global footprint that is redefining the industry, then we want you

**What You’ll Do**
- At Provenir our Customer Success Managers play a pivotal role, ensuring our customers unleash the full power of Provenir.
- You will be accountable for both the adoption and the future growth ambitions of customers within your territory.
- Establish yourself as the main interface with our most important clients, maintaining key relationships at an Executive level.
- You’ll develop a deep understanding of our customers’ business and their objectives to guide the relationship whilst seeking out targeted business expansion opportunities (up-sell / cross-sell) to realise Provenir’s growth ambitions.
- This role is quota carrying and will be responsible for all aspects of renewals, upsells, account management, and customer success planning.
- The role drives overall customer satisfaction including reporting and analytics of revenue impact tied to client success, client testimonials, and client references.
- Provide ongoing strategy and thought leadership that drive high value / high impact for the client’s business.
- Craft strategic solution proposals including business objectives, KPI metrics and ROI models.
- Track and report on client health to identify and take action against potential churn events.
- Escalate product or support issues as needed and manage communication with the client.

**Skills/Abilities Required**
- Native Spanish speaker, fluent English, additional European languages desirable.
- An understanding of delivery management for enterprise software, specifically in the Financial Services/Banking/Fintech verticals, from both a business and technology perspective.
- Self-starter with a high level of motivation to get things done.
- Proven ability to drive continuous customer value from product(s).
- Demonstrated ability to build strong client relationships resulting in increased customer satisfaction and increased revenue through contract renewals and upselling professional services.
- Excellent organisational skills, with the ability to meet strict deadlines.
- Excellent communication skills, including issue tracking, triaging, and crisis management.
- Ability to communicate with internal and external customers and all levels of management.
- Ability to understand and manage client expectations effectively.
- Strong technical knowledge/understanding and ability to communicate technical issues to the business stakeholders.

**Education**

Bachelor’s/University degree in information technology, computer science, finance/economics, or a related field.

**Experience**

Proven track record with 10+ years of relevant experience including customer success, delivery, and account management of Enterprise Software in the financial services or Fintech verticals.
- At Provenir, we recognise that diversity and inclusion make our teams stronger. We are committed to equal employment opportunity and welcome everyone regardless of race, colour, ancestry, religion, national origin, age, sex, gender identity, sexual orientation, disability, marital status, domestic partner status, citizenship, or veteran status or medical condition. We encourage people from all backgrounds to apply._