DirecciónPrincipal Customer Success Manager
Department: Customer Success Management
Employment Type: Permanent - Full Time
Location: Mexico City
Description
Calypso Technology and Axiom SL have merged to form a new company, Adenza. Division Overview
Customer Services is an integral part of Adenza's growth and success. This division's mission is to continuously enhance the Adenza Customer experience in how they consume the Adenza software and services, using a strategic customer-centric approach focused on driving customer adoption and retention. Thus, successfully differentiating Adenza from our competition and contributing to the net growth of our business while offering intense and excellent career development opportunities.
Team and Role Overview
At Nasdaq, our Customer Success Management practice is dedicated to delivering exceptional services to our valued customers. We aim to elevate overall customer satisfaction, setting our products and services apart in the market. Our strategic vision involves substantial investment in this area, forming a key component of our commitment to empowering the global financial system. We are currently looking for a dynamic individual to fill the role of Customer Success Manager. Join us in contributing to a mature and high-performing Customer Success management function, driving continuous improvement and excellence.
Responsibilities
- You will be acting as the main point of contact for customers based in LATAM (Brazil, Mexico, Colombia, Chile)
- Coordinate the services and efforts of the Nasdaq FinTech and partner with customers to align with their strategy, address burning issues, and mitigate risks
- Work closely with Sales, Customer Delivery, Customer Support, and Engineering to proactively manage relationships with customers.
- Vigorously evangelize and establish the Nasdaq’s engagement model for allocated accounts
- Lead business reviews/ executive meetings with customers to track current projects, explore new sales opportunities, and manage escalations where required
- Achieve and maintain a measurable improvement in customer satisfaction
- Understand the customer ‘topology’, and their goals, and determine ways in which Nasdaq could help to address these goals and strategies.
- Build strong relationships with the stakeholders (internal and external) to achieve the desired outcome
- Accelerate the discovery of upsell opportunities within the portfolio of accounts and drive the discovery of cross-functional opportunities for adoption growth
- Proactively seek ways of improving the services provided by the Customer Success team
Skills And Requirements
- 8+ years of experience in Customer Success, Account Management or Professional Services role within Consulting or SaaS organization, specifically for the capital markets or regulatory industries
- Fluent in English and Portuguese {additional language if required} (both written and verbal), any other additional languages would be advantageous
- Experience in using Customer Success tools such as Salesforce, Planhat, Gainsight, PowerBi, ChurnZero, or others
- Educated to degree level (or equivalent)
- Able to thrive in a dynamic, fast paced, entrepreneurial, and ever-changing working environment with an emphasis on delivering solutions to meet our aggressive deadlines
- Deep understanding of software development life cycles
- Strong persuasion, argumentation, and diplomacy skills to manage and build consensus throughout the Customer Success department, its activities, and relevant stakeholders
- Ability to work within a team environment and be focused on providing a high quality of service to customers
- Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward
- Strong business acumen, judgment, creativity, and exceptional problem-solving skills
- Self-starter, ambitious, accountable, and motivated to do the right thing
More About Us
Why Apply:
Adenza’s mission to pioneer innovative technology offering efficient, accessible, transparent, fully integrated solutions is only achievable due to our outstanding workforce. The fusion of deep technical knowledge with the element of human passion, understanding, and energy is what makes Adenza’s employees exceptional. At Adenza, we offer great opportunities to collaborate on challenging and relevant issues in financial services and technology. As we continue our exciting growth trajectory, we recognize how important investing in the best talent across the globe is. Are you self-driven, innovative, execution-focused, and customer-centric? If yes, we want to invest in you.
Adenza is an equal opportunity employer (EOE). We are dedicated to building and supporting a culture of diverse perspectives and talents as well as inclusivity to support individual growth and superior business results.
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