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Customer Success Manager Americas


This is a Full-time position in Hamilton, ON posted September 23, 2022.

Come join the team that’s transforming financial services Work on global client projects.

Collaborate with high performing global cross-functional teams.

Work in a fast-paced, well-funded, and mature FinTech environment Fenergo is an entrepreneurial business delivering seamless digital experiences to financial institutions.

French and UK private equity firms have recently acquired a majority stake in Fenergo and are looking to scale the business globally.

Fenergo is already the No.

1 provider of Digital Client Lifecycle Management (CLM) technologies and count 32 of the world’s top 50 banks as clients, we want more The CSM has clear accountability for driving success for our clients and will be responsible for ensuring retention and renewal of existing clients.

The primary focus of this client-centric, revenue protection role is to drive customer health and satisfaction, and the adoption of Fenergo’s solutions, delivering long-term measurable value for our clients, thus protecting revenue, minimising churn, and maximising retention/renewal.

As a Customer Success Manager, you will work directly with our existing clients to help manage and shape their overall strategic vision with Fenergo.

Building client relationships as a trusted advisor will be key to succeeding in this role and an ability to understand our client’s business needs and how they can be solved using the Fenergo product is vital.

You will be the voice of the customer; driving product adoption, ensuring end users are using all the features effectively and efficiently; assisting the project team daily with light product solutioning, and helping to shape our client’s roadmap.

You will be responsible for tracking customer satisfaction, measuring, and playing back the value delivered during strategic reviews with key stakeholders.

You will encourage community engagement and identify advocates within our client community to support growth (upsell/cross-sell) opportunities.

The CSM will act as the primary Relationship Manager for his/her accounts and will be the orchestrator across the organisation for all of our clients’ needs once in Production, empowering our customers to be successful and driving them to self-serve and become self-sufficient.

The Customer Success Manager we are looking for must be highly proactive, driven, and motivated, commercially savvy, flexible, and adaptable, with excellent relationship management, communication, and problem-solving skills as you will interact with different levels within our client base and organisation daily.

Proactively manage assigned set of customer accounts, ensuring hands-on daily/weekly customer contact and engagement Drive CLTV (Customer lifetime value) by relentlessly focusing on improving customer satisfaction and health Full ownership for renewals & retention for regional client base.

Maximise customer retention, driving proactive renewals strategy and activity, owning customer renewals end-to-end for assigned accounts Drive higher adoption/usage of the product and greater business value for the client Deep account planning and alignment with Sales counterparts on an account level Identify cross-sell and up-sell opportunities and create CSQLs (CS qualified leads) Work with clients to understand key pain points and to maximise the effectiveness of the Fenergo solution and its integration within their business.

Engage closely with clients to understand their needs, with a view to rapidly empowering them and ultimately getting them to a position of self-sufficiency Proactively manage client post-implementation benefits realisation and ROI Ownership for Client Community events, collaborating closely with Customer Marketing and other functions to plan and deliver an annual calendar of events including client roundtables, working groups, forums, Client Council event etc.

Drive Customer Advocacy, VOC, referenceability, working closely with Marketing, Sales, and PR to develop and drive customer testimonials, ROI feedback and ultimately greater level of references Own and drive regional strategic business reviews and other customer engagements Act as a quarterback for your customers, helping them to achieve their financial goals and business case objectives through excellent guidance and training, and exceptional experience Coordinate people and responses related to Vendor Due Diligence Questionnaires and Audit type requests for existing Customers Willingness to travel to client locations (as global Covid restrictions allow) Skills Excellent Relationship Management skills Strong commercial awareness and acumen Proven stakeholder management skills at senior/Exec level Ability to build relationships with anyone, creating an exceptional customer experience Highly proactive, results-oriented, competitive drive and ability to work under pressure Excellent communication skills, both verbal and written Excellent negotiating/influencing skills Excellent business acumen with strong analytical ability Creative Problem solver, with strong solutioning skills Effective listening skills and ability to navigate challenging customer issues and escalations Self-starter with innate ability to prioritise and multi-task within the role Advanced presentation skills Training / Demo skills Education/Background Degree in Business/Technology or equivalent At least 3 years in a CSM, Relationship Management, Sales or Financial services client-facing, consultant type role SaaS experience a distinct advantage Banking/Financial Services domain knowledge, with experience in KYC, AML, and digitalising Client Lifecycle journeys in FI’s a plus Opportunity to work with clients and colleagues on a global scale Be part of a fast-growing tech company Buddy system for all new starters Collaborative working environment Extensive training programmes, classroom and online, through ‘Fenergo University’ Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies Defined training and role tracking to allow you to see and assess your own career development and progress Active sports and social club Competitive company benefits, such as flexible working hours & work from home policy