Verafin – 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 (3 days a week in office), providing flexibility and accessibility for qualified candidates.

This role will close on September 12th at 11:59pm NST.

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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