Verafin - Customer Success Manager

2 weeks ago

St John's, Canada Nasdaq Full time

Verafin is a cutting-edge software company focused on delivering next generation fraud and money laundering solutions to financial institutions across North America. Our rapid growth and continuing success means we have an opening for an experienced Customer Success Manager to join our team

As a  Customer Success Manager,  you will work as a consultative partner to Verafin customers, providing excellent customer service and building rapport with key contacts. You will help to identify new adoption opportunities, understand the customer's key priorities, and deliver success plans to ensure we are working towards common goals. As a liaison between the customer and Verafin, you will serve as an internal customer advocate. 

Role Responsibilities

Manage relationships with key customers across multiple departments while serving as their primary contact 

Maintain a comprehensive understanding of the Verafin product suite and the ability to navigate cross-functionally to map customer needs to product solutions

Create and deliver success plans according to opportunities for added value

Communicate and promote key initiatives to the customer to ensure thorough product adoption and drive retention

Look for opportunities to ensure the customer is optimizing the application

Interview customers and follow up on NPS survey feedback to better understand their needs

Manage customer feedback and escalations

Maintain awareness of customer projects and track resolution of critical service issues

Work cross-functionally across various internal teams (i.e. working with the Sales team during the renewals process)

Utilize Salesforce and GainSight to track customer communications and projects 

Essential Skills and Qualifications

5+ years demonstrated proficiency in customer relationship management

A passion for communicating with customers, helping to 'peel the onion' to uncover problems they may be having 

Ability to interface with multiple levels within a customer’s organization (c-suite, decision makers, users) 

Experience using Customer Relationship Management tools

What does success look like in this role?

Consistently bringing new ideas to the team and working on process improvements

Organized and working cross functionally with other teams, able to multi-task and prioritize efficiently 

You have a 'Customer first' attitude - always putting the customer's needs first

What are the growth opportunities for this role?

You could become the lead of a CSM team, or the subject matter expert of your current team

Your in-depth customer communication experience, and your ability to work with your peers gives you the opportunity to work cross-functionally within Verafin
 

Come as You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible 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 will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

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