Senior Customer Success Manager

As a Senior Customer Success Manager, you will work directly with our customers to ensure they are maximizing the value out of Numerix products and services. You will be responsible for driving and executing the strategic customer engagements to augment business value by continuously managing and improving user experience, customer retention and business expansion and continuity. Furthermore, you will champion cross-functional collaboration between product, service, sales, and financial engineers incorporating product expertise and customer feedback. Thus, you will be the "voice of the customer."

What You'll Do:

• Build, manage, and expand strategic senior level relationships with assigned customers and continually delight them with a positive, customer-centric attitude
• Devise and lead proactive success strategy execution with assigned customer accounts, carry out regular business reviews with key stakeholders
• Become an expert in the way our customers operate and educate internal stakeholders on how to support them more strategically
• Work closely with Sales, Product Development and Services teams to ensure an exceptional customer experience
• Be a customer advocate while capturing customer feedback and reporting requests to internal stakeholders and senior management.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, retention, and account growth
• Support revenue retention and growth through increased service adoption and increased usage
• Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities
• Promote and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc.
• Determine usage patterns and use them to gain insights and provide guidance to Sales, Marketing and Product Strategy in identifying opportunities and increase customer satisfaction
• Be a customer advocate while capturing customer feedback and reporting requests to internal stakeholders and senior management
• Orchestrate the customer’s journey towards their business and technical goals, serving as the go-to person across all Numerix solutions
• Contribute to or architect the strategic path for customers across front and middle office banking operations, including trading, risk management, valuations, and portfolio management
• Travel to meet clients on regular basis

What We're Looking For:

• 5+ years of experience in a customer facing role including customer success, relationship management, sales, or pre-sales, consulting, technology delivery, account management within or servicing Capital Markets clients.
• Ideally, 2 to 3 years of experience in a Customer Success role within Capital Markets, specifically in analytics or quant-heavy SaaS technology companies.
• Previous capital markets expertise working with derivatives and fixed income analytics in trading, risk management or related technology is very beneficial.
• Exceptional Stakeholder management skills including the ability to build and nurture strategic relationships within cross functional teams and managing account risks and issues escalations as necessary.
• Exceptional collaboration and communication skills with the ability to influence multiple stakeholders, prospective and actual clients without direct authority.
• Empathic communicator being the voice of the customer internally and closely engaged with the customers to maximize the success of their solutions.
• Skills to proactively orchestrate the customer’s journey towards their goals.
• Bachelor's degree in a technical discipline, such as Computer Science, Information Technology, Engineering, quantitative finance, financial engineering, mathematics, or physics.

Extra Credit if you:

• Graduated with an advanced degree (Masters) in a technical discipline, such as MBA, Information Systems, quantitative finance, financial engineering, mathematics, or physics.
• Worked as a consultant and/or other professional/client services teams on software implementation projects or some experience in product management.

Where You'll Work:

• The successful candidate resides within commutable distance of Taipei; this is a hybrid role where the expectation is to be in office a minimum of 2 days per week.
  
  

Also note that unsolicited contact from third-party recruiters or agencies will not be considered at this time. We respectfully request no outreach from agencies.