Senior Customer Success Manager, Financial Services

Date Posted: Posted30+ days ago

Job Description

Seismic, a rapidly growing Forbes Cloud 100 company, is the global leader in enablement, helping make sales teams better by becoming more productive and engaging with buyers in a compelling way. Seismic's platform provides continuous guidance to improve behavior, content, and skills to win more deals and deliver better experiences. Nearly 2,000 organizations including IBM and American Express have made Seismic their enablement platform of choice. Seismic integrates with business-critical platforms including Microsoft, Salesforce, Google and Adobe. Seismic is headquartered in San Diego, with offices across North America, Europe, and Australia.

Senior Customer Success Manager – NEMEA Financial Services

The Customer Success Manager's primary responsibility is to drive product adoption, highlight best practices and ensure client retention. You will serve as the primary point of contact for assigned accounts, establishing regular cadence, conducting business reviews and tracking success metrics. You will serve as the customer's internal champion acting as the main point of contact for escalation of issues, product enhancement requests and driving attendance to Seismic's webinars and client events. Successful candidates must be comfortable engaging and developing trusted advisor relationships with senior stakeholders and cross-organisational teams tied to the client's Sales Enablement strategy. Candidates also must be excited to be part of an high-growth team in Seismic Europe, helping to grow the company's presence and further establish Seismic as the Global leader in Sales Enablement.

Who You Are:

  • You love engaging and developing trusted advisor relationships with senior stakeholders and cross organizational teams tied to the clients Sales Enablement Strategy
  • Fast paced environments and shifting priorities excite you
  • Client satisfaction is of the utmost importance to you

What you will be doing:

  • Owning a book of business comprising Financial Services companies of various sizes and serving as an Enablement thought leader for your customers who will be based in NEMEA
  • Building a Trusted Advisor relationship at all levels, from practitioner to VP / C-level, in your accounts, helping to ensure renewals and uncover opportunities for cross-sell/upsell
  • Consulting with client stakeholders to understand their business strategies and goals as well as their objectives for using Seismic, finding ways to align the two, and ensuring Seismic delivers value against agreed success criteria whilst communicating this value/ROI throughout the customer lifecycle
  • Leading regular business reviews in which you make data-driven recommendations for how to increase value and platform adoption for your accounts
  • Providing account transparency by tracking client data in Gainsight, our Customer Success application, and using this data to identify, forecast, and mitigate risks proactively
  • Providing regular product roadmap updates, ad-hoc troubleshooting, ongoing training for existing customers and other services and support activities as required.
  • Leading the contract renewal process and identifying and nurturing expansion opportunities in coordination with Sales
  • Partnering with Sales and Marketing to grow Seismic's presence and brand in the Financial Services vertical in the NEMEA region

What you bring to the team:

  • BA/BSc or higher
  • 6+ years of experience in a client/stakeholder management role, preferably in SaaS or in/serving the Financial Services industry
  • Fluency in English, + German and/or French preferable
  • Commercial savvy and an understanding of the SaaS sales and renewal processes
  • Experience working with complex, multi-divisional, multi-geographical Financial Services businesses
  • Executive presence and excellent communication abilities
  • Ability to create structure in ambiguous situations, design effective processes, and prioritise ruthlessly
  • Passion for technology and for being a part of a fast-growing SaaS company
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services), preferably in a remote environment

Headquartered in San Diego and with more than 1,300 employees across the globe, Seismic is the global leader in sales enablement, backed by firms such as Permira, Ameriprise Financial, EDBI, Lightspeed Venture Partners, and T. Rowe Price. Seismic also recently expanded its team and product portfolio with the acquisition of Percolate, Grapevine6, and Lessonly. Our board of directors is composed of several industry luminaries including John Thompson, former Chairman of the Board for Microsoft.

Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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