Strategic Customer Success Manager - Financial Services

Job Description

Talkdesk is seeking a Strategic Customer Success Manager to work with its most valuable Financial Services customers. The ideal candidate will understand customer needs and help them succeed by assisting with onboarding and ongoing support, nurturing long-term partnerships, and helping customers implement their cloud-based call center to achieve strategic business goals. This role involves ensuring customers get the most out of their investment in Talkdesk, developing case studies outlining KPIs and metrics related to Talkdesk’s ROI, and identifying opportunities for customers to increase their usage of Talkdesk. The Customer Success Manager will also discover and analyze gaps in the customer experience that may lead to customer attrition and provide feedback to the product team concerning customers’ requests for product enhancements.

• Work with Talkdesk’s most valuable Financial Services customers
• Assist in onboarding and ongoing support
• Help customers implement their cloud-based call center
• Ensure that our customers get the most out of their investment in Talkdesk
• Develop case studies outlining KPIs and metrics related to Talkdesk’s ROI
• Understand why customers use Talkdesk and how they can derive more value from the product
• Find opportunities for customers to increase their usage of Talkdesk
• Discover and analyze gaps in the customer experience
• Provide feedback to the product team

Requirements:

• 5+ years of experience in Customer Success, consulting, technical sales or similar role in a Financial or SaaS business
• Experience working with top financial companies, banks, or credit unions
• Proven ability to understand progressive technology
• A true consulting approach and ability to communicate technical concepts to people of all backgrounds
• Demonstrated experience in building compelling business cases backed by data to introduce new processes
• Engaging personality, polished verbal and written communication skills and meticulous attention to detail
• Exceptional ability to develop relationships
• Experience in mitigating churn, driving renewals and other revenue producing programs
• Experience in interpreting data analytics and deriving insights that drive customer value
• Highly organized self-starter who runs towards opportunities
• Ability to work cross-functionally in a fast-paced startup environment
• Strong business acumen

Talkdesk offers:

• Opportunity to work with top financial companies
• Chance to impact customer success and drive value
• Work in a fast-paced startup environment