Customer Success Executive Lisboa

Customer Success Executive
Lisboa
Lisboa, Lisboa, Portugal

Overview

Finastra is a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. We serve over 8, 000 customers, including 45 of the world's top banks, and we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives and is committed to doing well by doing good.

Responsibilities

• Own various stages of the customer journey and
  - own the customer relationship (with the Account Executive where appropriate) on behalf of Finastra. Take a proactive and strategic approach to ensure customer satisfaction and drive success throughout the lifecycle, balancing
  -
  - day management with a longer term customer success strategy to increase adoption and retention.
• Manage an individual portfolio of customers spanning the Treasury and Capital Markets product portfolio. Achieve targets such as Net Customer Growth and Upsell to increase penetration of strategically important products.
• Build and maintain strong internal networks across the Sales, Support, Services and Product organizations, partnering with these teams to deliver the best possible solutions and services, and provide a conduit to the Product Development teams for continuous feedback into the product roadmap.
• Establish Customer Success plans based on value propositions developed during sale, outlining the customer’s business goals and priorities; work with the customer to define and track value realization of our Treasury and Capital Market solutions to drive adoption and understanding of the product portfolio.
• Actively manage accounts to identify risks proactively; orchestrate resolution processes for escalations, coordinating with and mediating internal teams to track, manage and resolve these in a timely and professional manner.

System Implementation

• Ensure smooth setup and successful onboarding, working with the Project Manager and Implementation teams to oversee
  - live.
• Develop and execute success plans in collaboration with the Account Executive for each customer, focusing on their unique needs and goals.
• Engage proactively with customers to build strong relationships.
• Utilize architecture and usage data to derive insights and proactively manage risks.
• Coordinate with the Customer Support team to address production escalations.
• Manage the
  -
  - end process for
  - risk customers, from detection to resolution.

Customer Expansion And Retention

• Drive customer upgrade campaigns by identifying, qualifying, and raising upgrade opportunities with the customer.
• Support the identification and creation of software leads at the customer level.
• Collaborate with Account Executive to manage all opportunities, including services, upsells, renewals, and compliance.

Qualifications

• Experience within the Treasury and Capital Markets sector.
• Experience with Treasury and Capital Markets software, whether at a bank, consulting company, or software vendor.
• Ability to interact and demonstrate presence with all levels of stakeholders from business users to senior management.
• Ability to work autonomously, take ownership and accountability, while rallying individuals and teams to support the customer toward the end goal.
• Technical and
  - solving skills and ability to understand root causes of issues.
• Exceptional
  - building, communication, presentation, and interpersonal skills. Ability to challenge, negotiate, influence, and persuade stakeholders especially business users.
• Analytical mindset and ability to derive insights from data.
• Organizational skills; ability to prioritize,
  - task and adapt.
• Project Management skills including strong reporting capability.

Differentiators For High Performance

• Experience developing and delivering against Customer Success plans.
• Experience in Customer Success in a similar industry and/or regional.
• Experience with CRM tooling.
• Expertise in Opics or Summit or Kondor, and Risk Products with detailed
  - case knowledge or other treasury and capital market solutions; previous exposure to support or implementation in Financial Services organisations.
• Commercial and business acumen; ability to understand and speak to business drivers.

Benefits

• Flexibility: Unlimited vacation, hybrid working, and paid time off for voting, bereavement, and sick leave.
• Well-being: Access to confidential therapy via Employee Assistance Program, unlimited coaching via a coaching app, and Gather Groups for emotional and mental support.
• Medical, life and disability insurance, retirement plan, and other benefits.
• ESG: Paid time off for volunteering and donation matching.
• DEI: Multiple DEI groups (Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: Online learning and accredited courses through Skills & Career Navigator.
• Recognition: Finastra Celebrates and regular employee surveys to help shape Finastra and empower performance.
• Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves. Be unique, be exceptional, and help us make a difference at Finastra!

Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other