Client Success Manager, Financial Services

ABOUT XCEPTOR

Data is at the heart of everything we do : Xceptor has been designed around data manipulation in its broadest sense. We source data from wherever it flows. We curate, normalise, validate, repair, and enrich that data so it reaches its destination in a reliable and consistent format. Data coming out of Xceptor is data our clients can trust.

We are recognised as an expert in the Financial Services vertical, which strongly aligns with Business Users in Middle and Back-Office teams. We enable these users to solve their data challenges by themselves, rather than through a technology-led project.

Our People are subject matter experts. We understand our client’s challenges and we’ve got the experience and knowledge to solve them. Our talented team has a deep understanding of the unique challenges of the industry - we can empathise, engage, and speak the same language as our clients.

Our Vision is to be the leading platform for automating data flows.

Our Mission is to empower business users within Financial Institutions to build automated processes that deliver trusted data.

Our Values were created by our people, and speak to both who we are, and who we aspire to be. Ambition is in our DNA, and we embrace any opportunities ahead. Our curiosity and desire to grow drives us to learn from our customers and those around us. Our people are empowered, accountable, and deliver. We pull together, step up and focus on outcomes. The brilliance of our people makes a positive difference.

Business area and team

The Client Success Management (CSM) function accompanies our clients in every phase of their journey with Xceptor. Our CSM’s provide the critical conduit between our clients and Xceptor, acting as their trusted advisor and voice within our organization. The CSM team leverage well-defined maturity and governance models to establish value driven partnerships, focusing on deeply understanding our clients desired business outcomes, then enabling them to achieve these outcomes in the shortest and most efficient manner.

The Role

The Client Success Manager is focused on ensuring our clients maximise their benefit from their partnership with Xceptor so that they not only achieve their objectives but exceed them, expanding their adoption of Xceptor’s best in class software to achieve the operational efficiencies and success.

The role holder will achieve this by developing and using product knowledge, client adoption experience, relationship management and delivery skills to benefit the clients. The role is a consultative one - using expertise and strategic thinking to help overcome challenges on the client’s journey towards intelligent automation. The post holder must have a delivery-centric approach, with a strong understanding of what is important to the client and what success looks like, collaborating across teams to achieve this.

Key Accountabilities & Responsibilities

Client Success :

• Client Satisfaction : regular engagement, owning operational governance, managing the production service and navigating Xceptor for the client
• Adoption : enabling the client to deliver intelligent automation, accelerating Xceptor adoption so their users onboard quickly and succeed with their goals
• Retention : provide expertise to clients to drive successful outcomes, helping them achieve maximum RoI with their Xceptor investment resulting in long term loyalty
• Expansion : helping the client to expand their use of Xceptor through use case discovery and facilitating opportunity referrals for our Sales and Partner teams
• Monitor and analyse user behaviour, volume data, feedback, and client satisfaction (NPS / CSAT), and proactively intervene to prevent churn and increase loyalty
• Support a portfolio of clients and ensure their success and satisfaction throughout their lifecycle, owning business and delivery relationship with stakeholders and users
• Drive upgrade, use case and new feature uptake for your clients through demos and webinars, and position our Success Packs and Professional Services for smooth enablement
• Build and maintain strong relationships with key decision-makers and influencers
• Identify and nurture client advocates who can provide testimonials, referrals, and create case studies
• Identify and address user pain points, use case troubleshooting, challenges, and opportunities

Strategic :

Commercial

Key Competencies

Required Education and Experience

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