Job Details

We are looking for a Customer Success Manager (CSM) with strong expertise in core Retail and/or CRE services to join our team. The CSM will play a pivotal role in ensuring the successful execution of projects, nurturing long-term client relationships, mitigating delivery risks, and identifying opportunities for account growth. This individual will be instrumental in expanding our presence in the financial services domain.

Key Responsibilities

• Project Execution and Delivery:
• Oversee the delivery of consulting projects, ensuring alignment with client objectives, timelines, and quality standards.
• Work closely with cross-functional teams, including data engineers, AI specialists, integration experts, and application developers, to achieve project goals.
• Client Relationship Management:
• Serve as the primary point of contact for clients, fostering trust and ensuring high levels of customer satisfaction.
• Conduct regular check-ins with clients to understand their evolving needs and challenges.
• Risk Assessment and Mitigation:
• Proactively identify delivery risks and implement strategies to mitigate them.
• Ensure smooth communication and issue resolution between internal teams and clients.
• Account Growth and Portfolio Expansion:
• Identify upselling and cross-selling opportunities within accounts by understanding client business goals.
• Collaborate with the sales and solutions teams to expand the financial services portfolio.
• Domain Expertise and Advisory:
• Leverage deep knowledge of core Retail services to provide insights and strategic recommendations to clients.
• Stay abreast of industry trends, regulatory changes, and emerging technologies impacting the financial sector.
• Business Development:
• Contribute to proposals, case studies, and presentations to showcase the firm's expertise to prospective clients.
• Build strong relationships with key stakeholders in client organizations to identify new business opportunities.

Key Skills And Qualifications

• Domain Expertise:
• Strong understanding of retail services and industry best practices.
• Project Management:
• Proven experience managing and delivering complex consulting projects.
• Ability to handle multiple projects and clients simultaneously while maintaining high standards of quality and delivery.
• Relationship Management:
• Excellent communication, negotiation, and interpersonal skills.
• Ability to build and sustain long-term client relationships.
• Strategic Thinking:
• Capability to assess business needs, propose innovative solutions, and create value-driven client strategies.
• Analytical mindset to identify risks, opportunities, and areas for improvement.
• Technical Acumen:
• Familiarity with technologies related to data engineering, AI, application engineering, and integration.
• Understanding of modern technology stacks used in financial services.

Educational Background And Experience

• Bachelor's or Master's degree in Technology.
• 10+ years of experience in customer success, account management, and project delivery within the consulting or retail services industry.