We are currently seeking a reliable and proactive Enterprise Customer Success Manager in North America.

The ideal candidate will have a strong background in customer success management, preferably in the enterprise software industry. As an ECSM, you will be responsible for owning the success and satisfaction of our enterprise customers. This involves building and maintaining relationships with key stakeholders, understanding their business objectives, and ensuring that our solutions align with their needs. You will play a crucial role in driving customer adoption, retention, and expansion.

Responsibilities

• Manage all stages of large complex customer relationships:
• Own the ultimate success of your customers
• Identify the customer's business goals, and partner with the customer to establish and achieve a success plan that leads to business outcomes.
• Own Adoption (it's all about project management, from the implementation all the way through to long term usage)
• Building amazing client relationships by providing exceptional service
• Insight presentations (data analysis and interpretation) for clients and their executive teams
• Continuously improve delivery methodology programs
• Manage any key issues and risks

• Provide expert knowledge and support to our growing client base:
• Create broad and deep relationships in order to understand their success criteria and help tell the story of ComplyAdvantage’s value to their business
• Working collaboratively with the rest of the Customer Success team to provide red-carpet support to our clients
• Engage Solution Engineers and Technical Business Analysts to provide solutions and guide customers through POCs; implementations and successfully transition into the production phase
• Make impactful and creative decisions: Find creative solutions to customer requests and provide customers an experience that they will love!
• Become an internal communications expert, by sharing industry best practices and driving the evolution of our product and platform functionality in collaboration with other departments such as Sales, Product, and Marketing.

• Enterprise /SAAS clients:
• Proactively manage the delivery of ComplyAdvantage solutions with client and internal stakeholders
• Become a trusted advisor and proactively drive adoption and usage of our solutions, in order to maximize customer retention, support expansion and create Customer Advocacy.
• Able to develop processes to scope out Enterprise Customer requirements correctly
• Guide customers through successful POCs and implementations
• Provide support to our customers in POCs, during integration and in production
• Build a methodology that delivers continuous results and measures success
• Work cross functionally to bring all necessary resources to the table to deliver success
• Provide customer support and solve issues in integration and production leveraging knowledge of product and interactions with Customer success, Engineering and solutions teams.
• Identify and drive customer expansion opportunities (upsell and cross-sell), and create Account Plans with Account Executives and Sales Engineers to expand the footprint.
• Identify risks to the customer achieving their stated business goals and work with the Sales, Product, and Success teams to build a risk mitigation plan.

Requirements

• Experience in consulting or SaaS organisation leading customer projects with demonstrated analytic and problem solving skills
• MBA or relevant Master's degree in business, technology or engineering is highly preferred
• Previous Customer Success in enterprise and / or SaaS environment is a must
• Strong project/program management skills
• Technical acumen to allow effective articulation of Enterprise capabilities & offerings highly preferred
• Excellent communication skills with the ability to distill complex issues
• Comfort with large data sets and ability to extract business insights from analysis
• Comfort with ambiguity and a rapidly evolving business landscape
• Solid stakeholder management skills, both for internal and external stakeholders
• Proven track record of resolving issues and risks in a cross functional and collaborative way.
• Confidence, and you easily build relationships when working with your customers and internal partners.
• Naturally curious, eager to learn and proactive in sharing knowledge with others.
• Able to work in a fast-paced environment with a strong sense of urgency in driving projects to completion.

About us

Since launching in 2014, we have been on a mission to fight financial crime on a global scale. In that time, we have raised over $88m in funding, opened offices in New York, Singapore and Romania, and have grown to over 260 employees, and we're not stopping there!

We aim to grow to over 350 employees in the next 12 months, as we continue to fight the good fight against financial crime and help make compliance less painful for our client base of over 450 customers across 45 different countries. We're leveraging game-changing tech to help us on our mission, building our platform around AI, Machine Learning and Big Data, meaning that our platform is unrivaled in its capabilities.

No fight against crime is complete without the right values, and we take ours very seriously!

Focus on the Team - We're Collaborative, Human, and Humble

Kaizen - We're Curious, Proactive and Agile

Deliver Results - We're Tenacious, Accountable and Focused

We can only defeat financial crime if we have the right people with the right values in place to do so, and we're committed to investing in passionate people who are experts in their field. Our culture and working environment is second to none.

What’s in it for you?

• Competitive Salary

• Equity as we want you to have a part of what we are building

• Unlimited Time Off Policy- A work-life balance and focus on our wellbeing are critical to keeping us performing at our best.

• Hybrid/Remote working- We want you to strike a balance and be where you do your best work. You will work with your manager to agree on what is best for you and your team

• You will also get an annual budget to kit out your home office

• Opportunity to work on innovative projects with smart like-minded people who are keen to share their knowledge and continuously improve

• Annual learning budget to drive your performance and career development

• Company Pension Scheme

• Company Health Care Plan

• Travel - season ticket loan

• Cycle to work scheme with Evans Cycles