Customer Success Manager
Geenomy by Euroclear is dedicated to accelerating the global transition to a sustainable economy. Our mission is to provide an advanced SaaS regulatory reporting platform that enables companies and financial institutions to swiftly and efficiently generate the data needed to comply with sustainability reporting regulations at both European and global levels. By facilitating the redirection of funds towards sustainable activities, our technology supports the transition to a lower carbon economy in line with the EU Green Deal.
To support our Global Business, we are looking for a Customer Success Manager to join our organization.
The role:
- Client Relationship Management: Build and maintain strong, long-term relationships with clients, serving as the primary point of contact for client inquiries and concerns. Run regular business review meetings with decision-makers and business users, ensuring customers are knowledgeable about the value the solution brings and are using it as agreed during implementation.
- Client Onboarding: Guide clients through the onboarding process, ensuring a smooth transition and a clear understanding of project deliverables and processes to meet their ESG reporting obligations.
- Client Satisfaction: Proactively gather feedback from clients, monitor client satisfaction via NPS, and address concerns or issues promptly and effectively.
- Account Growth: Identify opportunities for account growth and collaborate with the sales and partnership teams to promote additional services or projects, that fit the customer reporting needs.
- Project Alignment: Work closely with the Delivery Department, including the Head of Delivery and Integration/Project Managers, to ensure project objectives align with client expectations.
- Renewals and Retention: Monitor contract renewals and work to ensure a high client retention rate, fostering long-term partnerships.
- Client Advocacy: Encourage clients to become advocates for Greenomy by sharing success stories and referring new businesses.
- Data and Reporting: Maintain accurate records of client interactions and progress, and provide regular reports on client satisfaction and project success
Your profile:
- Fluent in English
- Bachelor`s degree in a related field or equivalent experience
- 3+ years of experience in a client-facing role, such as customer success, and account management in SaaS ideally working with Mid-market and Enterprise customers.
- Strong communication and interpersonal skills.
- Strong negotiation skills.
- Excellent project management skills.
- Exceptional problem-solving and conflict resolution abilities.
- Ability to collaborate across departments and teams effectively.
- Experience in a startup or dynamic, fast-paced environment is a plus.
- Experience working remotely is a plus.
- Strong knowledge of Salesforce and CS Tools (e.g Planhat, Totango, Gainsight)
- Knowledge of project management tools and support solutions (preferred)
Why join us
Embark on your new adventure at Euroclear, and work at the heart of the global capital markets. We connect over 2,000 financial institutions across the globe. As an open and resilient infrastructure, we contribute to the stability of the financial markets. We help clients cut through complexity, lower costs, and mitigate risks of financial transactions. At Euroclear, we have the clear ambition to use our key role to facilitate and accelerate a sustainable global financial system.
What We Offer:
Work closely with inspiring, supportive and engaged colleagues from more than 80 different countries.
Practice your talents in a highly professional international environment.
Join a learning and development environment with an emphasis on knowledge sharing and training.
Competitive salary and comprehensive benefits.
New ways of working:
Find your own optimal balance within our hybrid working model, where you can connect at the office and benefit from remote working.
Great Place to Work for All
We are committed to creating an inclusive culture that celebrates diversity and strives to be a Great Place to Work for All. All qualified applicants will be considered for employment, regardless of any aspect that makes them unique (including race, religion, national origin, gender, sexual orientation, age, marital status, pregnancy, disability, ). If you need any specific accommodation due to disability or any other reason, you can let the recruiter know during your application process.
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