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Customer Success Manager

Kurtosys, London

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WHO ARE WE

Kurtosys is an international SaaS based fintech company with offices in Raleigh Durham, London and Cape Town. We launched in 2002 when our founders saw how the digital revolution would change financial services. We aim to transform how our customers - which includes the world's most prestigious financial services firms - drive engagement with their audiences through a unified platform for distributing their enterprise content across all forms of digital and document experiences. Our aim is to give our customers the ability to target, knowledge share and nurture their community of prospects and clients  to develop long standing relationships.

WHY JOIN US?
 
We're on a mission to transform the way the Asset Management Industry consumes and uses marketing material through dynamic, innovative technology. We are performance driven, we reward high performers and are fanatical about delivering quality service to our clients. We are dedicated and focus on continuous improvement.

INTRODUCTION

Kurtosys is seeking a talented, results-oriented, energetic, and highly-motivated individual to join our Customer Success Team. The Senior Customer Success Manager (Sr CSM) is responsible for building and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and solution growth opportunities. The Sr CSM works closely with our customers alongside Sales, Support, Account Management, Implementation Services, and other Operations and Product Management teams at Kurtosys to ensure our services are delivered successfully. The Sr CSM reports to the Head of Customer Success.

Responsibilities

  • Build and maintain strong relationships within customers
  • Serve as customer advocate and capturing customer feedback
  • Prepare, schedule, and conduct Executive Business Reviews; maintain accurate record of discussions and action items
  • Retain, Maintain and Expand the ARR for a portfolio of customers
  • Promote customer satisfaction and loyalty by demonstrating an understanding of their critical business issues and needs while delivering products and services that help them meet their business objectives
  • Educate customers on the use and benefits of the Kurtosys solutions
  • Work closely with Kurtosys Support and other Services teams to ensure a consistently positive customer experiences by providing oversight and management for issues and initiatives
  • Work with management team to ensure critical issues are well-documented and properly escalated in an expeditious manner for resolution
  • Provide monthly account reporting to management and internal stakeholders
  • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
  • Develop and share best practices with team members to enhance the quality, effectiveness, and efficiency of our overall support of customers
  • Collaborate with Sales team on account mapping & strategy and identify opportunities for selling products and services within accounts

Desired Skills

  • At least several years’ experience in Customer Success or similar customer-facing roles in addition to a strong education
  • Knowledge and experience of digital marketing within the financial markets vertical
  • Experience working with senior and executive management
  • Possess strong written and verbal communication skills with excellent presentation skills
  • Experience in contract creation, execution, renewal and a firm understanding of financial and legal terminology
  • Excellent multitasking, project management and time management skills
  • Demonstrated ability and desire to work and excel in fast-paced environment
  • Proficiency to develop and execute strategic plans
  • Excellent team player and able to work under own initiative
  • Ability to effectively facilitate and lead cross-functional teams and resources
  • Possess SDLC experience with understanding of Internet and web applications
  • Experience in project management methodologies and an understanding of ITIL
  • Ability to learn new technologies
  • Must possess a proven understanding of corporate business world
  • Strong critical thinking, analytical, and problem-solving skills
  • Well-organized and with a high level of attention to detail
  • Highly Proficiet with MS Office and Salesforce.com
  • Willingness and ability to travel up to 25% within region
  • Experience in Kurtosys products and WordPress a plus
  • In addition to excellent English skills, business level French, Spanish, Portuguese, Dutch or German are advantageous

About Kurtosys

Kurtosys provides an industry class digital experience platform for financial services companies. Our platform enables financial institutions to orchestrate their data across websites, documents and portals to increase sales, marketing and client servicing efficiency. The Kurtosys SaaS platform offers a range of fund marketing and investor servicing solutions including investment management websites, fund data tools, automated fund factsheets, secure investor portals and document libraries. Our infrastructure and technology are underpinned by our global ISO-27001 certification in information security management; and we have a deep understanding of working with data, industry regulations and compliance issues. Founded in 2002, Kurtosys was funded from Silicon Valley investment and now operates across four global offices and employs over 150 talented people. We work with some of the world’s largest asset management brands that include banks, wealth managers, mutual fund providers and alternative investments.

Want to learn more about Kurtosys? Visit Kurtosys's website.