Experience in a customer facing role (consulting, customer support, account management) that includes issue resolution & relationship management
Passionate about delivering success for customers, embodies a customer centric mindset and strives to deliver excellence at every opportunity
Strong communication, presentation and interpersonal skills. Demonstrates ability to challenge, negotiate, influence and persuade stakeholders
Ability to work autonomously, take ownership & accountability
Demonstrates a design thinking mindset - ability to understand/recognize root causes of challenges
Can prioritize, strong reporting capability
Commercial & Business Acumen - understand & speak to business drivers
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we stand for:
Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.
Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive-inside and outside of work.
Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*
Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.
Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra-open to everyone who wants to participate and contribute.
Care
Benefits
Health insuranceVision insurancePaid time off
Additional Information
Who are we?
At Finastra, we're a global leader in financial services software, dedicated to expanding access to financial services and shaping what's next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world's top 50 banks, in more than 110 countries.
Required Experience:
The Customer Success Manager (CSM) uses industry & product knowledge, business strategy expertise, and account management skills to drive value realization for our customers from Finastra's solutions and services.
Customer Success Managers partner with Account Executives throughout the customer journey to deliver value, with the Account Executives accountable for coordination of activity during presales and sales cycle(s) and the Customer Success Manager accountable for success from point of sale.
Strategic Goals & Deliverables:
Customer Success Managers work in collaboration with the wider BU CXO teams to achieve the vision of providing an excellent customer experience
Our Customer Success Managers, as well as focusing on overall client satisfaction, have strategic goals of delivering value to the customer and Finastra by improving retention, and adoption rates in line with our success strategy.
Accountabilities
Deliver Finastra's success strategy in line with the defined success framework & coverage model
Build and maintain strong internal networks across the Sales, Support, Services and Product organizations, partnering with these teams to provide an excellent customer experience to our customers
Build relations with our customers by providing proactive customer contact from point of sale and maintaining regular engagement cadence throughout the customer journey
Establish Customer Success plans, building on value proposition(s) developed during sale, that outline the customer's business goals & priorities. Work with the customer to define & track value realization of Finastra's solutions against these goals to drive adoption and understanding our product portfolio.
Maximize value of Finastra solutions for the customer and provide vital internal feedback loop by engaging and coordinating relevant Finastra functions to drive improvements and share success stories
Work with our Services and Customer Support teams to ensure customers have been appropriately trained and that we are effectively tracking & reporting against adoption of solutions from point of launch. Ensure customer is aware of support services available to them and how to engage these.
Recognize & communicate the value additional Finastra solutions will bring customers in line with their strategic priorities. Ensure Sales are aware of x-sell & up-sell opportunities and work in partnership to deliver.
Actively manage account to identify risks proactively. Orchestrate resolution process for escalations, working with & mediating internal teams to track, manage and resolve these in a timely and professional manner.
Differentiators for High Performance:
Experience developing and delivering against Customer Success plans
NPS results
Customer Retention
Finastra · Lisbon, Portugal