Urban FT is seeking a highly ambitious Customer Success Manager who is equal parts creative, digitally savvy, and analytical to manage the Customers, mainly financial institutions, of a growth stage FinTech company. As a member of the Customer Success Team, you will be the Customer's internal advocate and be immersed in a Customer-facing role to deliver ongoing support and guidance around the needs of the institution. He or she will focus on relationship-building and proactive support activities that in turn promote overall customer satisfaction, product adoption, retention, and renewals. This individual will manage a portfolio of Customers and is primarily focused on retaining and identifying new revenue opportunities from existing Customers. The ideal candidate has a history of success interacting with Customers, managing those relationships, and suggesting solutions based on the Customers needs. Experience in payments, banking, and/or FinTech is a huge plus.

Responsibilities:

  • Act as your Customers’ internal advocate to ensure their needs are addressed
  • Build trusted relationships with key stakeholders within Customers’ organizations to generate proper levels of awareness, ensure renewals, and identify new revenue opportunities
  • Aid in the training and awareness of how Customers can best leverage Urban FT’s solutions
  • Ensure that the Customer’s solutions are performing at an optimal level
  • Understand and explain how features within the Urban FT platform relate to Customer needs
  • Devise engagement plans that consider customer business goals and map solution capabilities to achieve these goals
  • Understand the customer’s business goals and technical environment, including software currently used by the Customer
  • Drive escalation of Customer issues, coordinate key resources in the escalation process, and project manage the Customer issue until its resolution


Qualifications:

  • Proven track record of meeting or exceeding performance and retention goals
  • Customer oriented with a focus on quality
  • Experience in an Enterprise Software Company
  • Demonstrated ability to interact, negotiate, and collaborate with key stakeholders within Customer organizations
  • Excellent interpersonal skills, with the ability to communicate efficiently with individuals at all seniority levels
  • Comfortable with presenting to Customers, big and small
  • Proven ability to manage multiple projects at a time while paying strict attention to detail
  • Ability to deliver results under pressure, work independently, and take ownership of assigned tasks
  • Bachelor’s Degree in appropriate field of study or equivalent work experience