Customer Success Manager
Job Summary
Job Description
- Manage customer relationships across multiple departments.
- Understand the Nasdaq Verafin product suite.
- Maximize value through product adoption.
- Engage with customers through strategic interviews.
- Manage customer feedback and escalations.
- Work cross-functionally with internal teams.
1 skill required
Job Details
Are you ready to be part of a dynamic and innovative company that's revolutionizing Financial Crime Management? At Nasdaq Verafin, we're not just industry leaders; we're trailblazers in providing cutting-edge, cloud-based solutions for financial institutions. We’re creating the world’s most effective financial crime fighting network!
We're seeking a talented Customer Success Manager to join our team. In this role, you'll you will work as a consultative partner to Nasdaq Verafin customers, providing excellent customer experience and building rapport with key contacts. You will help to identify new adoption opportunities, understand the customer's key priorities, and implement strategies for success to ensure we are working towards common goals. As a liaison between the customer and Nasdaq Verafin, you will serve as an internal customer advocate.
What You'll Do:
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Manage relationships with key customers across multiple departments, serving as their primary contact
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Maintain a comprehensive understanding of the Nasdaq Verafin product suite, navigating cross-functionally to align customer needs with product solutions
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Maximize realized value through product adoption and application optimization to drive retention
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Engage with customers through strategic interviews to gain deeper insights into their vision of success
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Create and deliver Business Reviews in alignment with the customer’s journey
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Proactively manage customer feedback and escalations through established channels to ensure timely resolution and maintain customer satisfaction
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Work cross-functionally with various internal teams and external stakeholders
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Utilize Salesforce and GainSight to track customer communications and projects
What We're Looking For:
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5+ years of demonstrated proficiency in customer relationship management
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A passion for engaging with customers and delving deep to uncover underlying issues they may be experiencing
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Skilled at navigating and engaging with stakeholders at various organizational levels
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Able to balance multiple priorities without compromising quality
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Adaptable and responsive, adept at adjusting to change in a fast-paced environment
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Experience using Customer Relationship Management tools
What Success Looks Like:
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Build trust and lasting relationships, helping our customers succeed
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Empower customers to maximize Nasdaq Verafin’s full potential
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Demonstrate Caring, empathetic, and understanding, dedicated to helping customers achieve their goals
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Guide customers through adoption, ongoing optimization, ensuring success every step of the way
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Act as the bridge that connects Nasdaq Verafin to the customer’s success
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Consistently introduce new ideas to the team and work on process improvements
Growth Opportunities:
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Potential to lead a CSM team or become the subject matter expert of your current team
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Your in-depth customer communication experience and ability to collaborate with peers enable you to explore opportunities within Nasdaq
Why Nasdaq Verafin?
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Innovative Solutions: Be part of a team that's at the forefront of financial crime management technology, in a rapidly evolving industry
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Impactful Work: Help financial institutions protect themselves and their customers from fraud and other financial crimes such as elder abuse, human trafficking and money laundering
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Dynamic Growth: Join a company that's expanding quickly, offering you endless opportunities to grow and advance
This role closes on Wednesday, June 11th at 11:59pm NST
This position can be located in St. John's, NL or Toronto, ON, and offers the opportunity for a hybrid work environment (at least 2 days a week in office, subject to change), providing flexibility and accessibility for qualified candidates.
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.
