Enterprise Customer Success Manager

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! 

Exciting Opportunity: Enterprise Customer Success Manager 

We're seeking a talented Enterprise Customer Success Manager to join our vibrant team. In this role, you'll make a significant impact in the financial sector! You'll partner with top-tier financial institutions, acting as their trusted ally and advocate. Your role will involve building strong internal relationships, championing customer needs, and developing innovative, customer-focused processes. As a key resource, you'll provide support, address concerns, and celebrate successes with your customers. This is your chance to work in a collaborative environment, directly contributing to the success of major financial institutions and shaping the future of customer experience. Your journey to success starts here! 

What You'll Do: 

• Collaborate Across Teams: Work cross-functionally with Product Management, Product Development, Sales, and Leadership to drive customer success. 

• Manage Key Relationships: Build and maintain strong relationships with C-suite executives, buying influencers, and other leadership contacts. 

• Define Customer Success: Partner with your team to create and refine Customer Success Management strategies for enterprise-level financial institutions. 

• Master the Product Suite: Develop a deep understanding of the Verafin product suite and effectively map customer needs to product solutions. 

• Lead Effective Meetings: Organize and conduct successful meetings by setting agendas, attending calls, documenting outcomes, and ensuring accountability for commitments. 

• Promote Key Initiatives: Communicate and advocate for key initiatives to ensure thorough product adoption, drive retention, and identify expansion opportunities. 

• Optimize Application Use: Continuously seek opportunities to help customers optimize their use of the application. 

• Ensure Smooth Transitions: Provide your successor with the necessary historical information to ensure a seamless account transition and continued success. 

What We're Looking For: 

• Customer Relationship Management: 5+ years of demonstrated proficiency in managing customer relationships. 

• Passion for Communication: A genuine enthusiasm for engaging with customers and uncovering their needs to ensure a comprehensive understanding. 

• Professional Communication: Confident, articulate, and professional communication abilities. 

• Effective Interfacing: Ability to interface and communicate effectively with multiple levels within a customer’s organization, including C-suite, decision makers, and users. 

• Priority Management: Skilled in managing competing priorities while ensuring all teams meet their requirements. 

• Critical Thinking: High-level critical thinking skills to prioritize customer needs and secure buy-in from various internal partners. 

• Customer Retention: Deep understanding of customer retention through relationship building. 

• Conflict Management: Comfortable delivering difficult messages and handling conflict when necessary. 

• Tier 1 Account Management: Experience with Tier 1 account management is a valuable asset to our team and our growth. 

What Success Looks Like: 

• Bring fresh ideas and improvements to the team 

• Work effectively with other teams and stakeholders to provide an exception customer experience 

• Deliver high-quality work and exceed expectations. 

Growth Opportunities: 

• Access to training and development programs. 

• Opportunities for leadership roles as you grow within the team. 

• Use your skills and knowledge to explore new areas of the business. 

This position can be located in St. John’s or Toronto, 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.    

 This role will close on Friday, May 16th at 11:59 PM NST.