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Customer Success Strategist at Verafin
3 months ago
Verafin stands at the forefront of innovation, specializing in advanced software solutions aimed at combating fraud and money laundering for financial institutions throughout North America. Our ongoing expansion and success have led to an opportunity for a seasoned Customer Success Manager to enhance our operations.
As a Customer Success Manager, you will act as a trusted advisor to Verafin's clientele, ensuring exceptional service and fostering strong relationships with key stakeholders. Your role will involve identifying new opportunities for product adoption, understanding the critical priorities of our customers, and developing success strategies to align our efforts with their objectives. You will be the voice of the customer within Verafin, advocating for their needs.
Key Responsibilities
Cultivate and manage relationships with key clients across various departments, serving as their main point of contact Develop a thorough understanding of the Verafin product offerings and navigate cross-departmental resources to align customer needs with our solutions Design and implement success strategies based on opportunities for enhanced value Communicate and advocate key initiatives to clients to promote comprehensive product utilization and enhance retention Identify opportunities for customers to maximize their use of our applications Conduct interviews with clients and follow up on feedback from NPS surveys to gain insights into their needs Address customer feedback and manage escalations effectively Stay informed about customer projects and oversee the resolution of critical service challenges Collaborate with various internal teams, including Sales, during the renewal process Utilize Salesforce and GainSight to monitor customer interactions and project statusesEssential Skills and Qualifications
Over 5 years of proven experience in customer relationship management A strong passion for engaging with customers and uncovering their challenges Ability to interact with multiple levels within a client's organization, including executives and decision-makers Proficiency in using Customer Relationship Management toolsIndicators of Success in this Role
Regularly contributing innovative ideas to the team and focusing on process enhancements Demonstrating strong organizational skills and the ability to work collaboratively across teams while effectively prioritizing tasks Maintaining a 'Customer first' mindset, always prioritizing the needs of the customerGrowth Opportunities
Potential to lead a Customer Success Management team or become a subject matter expert within your current team Your extensive experience in customer communication and collaboration with peers will open doors for cross-functional opportunities within Verafin.Commitment to Diversity
Nasdaq is committed to creating a diverse environment and is proud to be an equal opportunity employer. We encourage applications from qualified candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.
We are dedicated to ensuring that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please reach out to us to request an accommodation.
