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Senior Customer Success Manager

EverC

EverC

Customer Service, Sales & Business Development
Europe · Middle East · Africa
Posted on Thursday, January 25, 2024
EverC is a pioneer of advanced technology that provides risk intelligence for global enterprises. We use artificial intelligence and machine learning modeling to crawl millions of domains and give our clients full visibility, insight, and understanding of the internet. We shine a light on hidden merchant risk and reveal new opportunities to help businesses grow.
About EverC:
EverC stands at the forefront of financial crime detection and prevention, harnessing the expansive power of the internet through our cutting-edge technologies. Utilizing big data, artificial intelligence, and machine learning, EverC offers the market's premier solution to combat e-commerce money laundering. Our insights demystify the web's complexities, providing clarity on hidden risks and empowering businesses to scale with confidence.
About the Role:
EverC partners with the world's leading financial institutions, and we're on the hunt for a Senior Customer Success Manager with the acumen to foster these relationships. In this role, you will champion the value of our products, expanding EverC's presence within your accounts and securing our position as a vital asset in the fight against financial crime.
The Team:
Join a cadre of industry experts in our Customer Success team, where leadership, innovation, and a passion for client service are the bedrocks of our mission. With EverC, you're not just part of the team—you're part of a movement. We balance a dynamic, result-oriented work culture with the personal growth and well-being of our employees. In this collective, dynamic action meets mindful strategy, all fueled by the goal of safegaurding online commerce. Personal development and well-being are as vital to us as the benchmarks we surpass. We celebrate the individual journey as much as our collective achievements, creating a culture where the balance between advancing our mission and elevating the standards of-ecommerce, making it a safer place for all.

Responsibilities:

  • Steer an expansive customer portfolio, devising and executing strategies that bolster success and adoption rates.
  • Catalyze growth and retention within client portfolios, ensuring a continuous partnership trajectory.
  • Oversee account management end-to-end, from the strategic implementation to sustained support and communication.
  • Serve as the primary liaison for client interactions, cementing a reputation as a trusted advisor.
  • Cultivate enduring relationships with stakeholders and partners, ensuring alignment and fulfillment of objectives.
  • Spearhead the onboarding process, guaranteeing a smooth transition and high service standards.
  • Deliver solutions on schedule, tailored to client goals and expectations.
  • Monitor key account indicators, predict trends, and map growth opportunities.
  • Engage with interdisciplinary teams to refine communication channels, tools, and product offerings.
  • Tackle escalated issues with priority, ensuring resolution and client satisfaction.
  • Advocate for clients' needs, ensuring a seamless EverC experience.
  • Set clear deliverables, managing client expectations effectively.

Qualifications:

  • 5+ years of proven success in Customer Success roles, preferably in payments, compliance, or SaaS within a B2B landscape.
  • Business level proficiency in French and/or Spanish
  • Deep understanding of online payment compliance, risk monitoring, AML protocols, and Merchant Underwriting.
  • Demonstrated experience in handling enterprise-level client relationships.
  • A robust business acumen with expertise in account management, strategic problem-solving, and business development.
  • Adept in gathering and articulating client feedback and requirements.
  • Experience utilizing BI tools to analyze customer data, understanding trends; to leverage analytics to identify opportunities for upselling, cross-selling, and increasing customer lifetime value
  • Exceptional communication skills with the ability to navigate cross-functional dynamics.
  • Compelling interpersonal and presentation skills with a talent for influencing at all organizational tiers.
  • Track record of juggling multiple projects, maintaining stringent attention to detail.
  • Independent in meeting deadlines and making informed business decisions.
  • Skilled in business requirement discovery and defining customer success criteria.
  • Proven track record of leveraging analytics to identify opportunities for upselling, cross-selling, and increasing customer lifetime value
  • Experience in startup environments is highly valued.
  • Collaborative spirit, human-centric approach, and humility.
  • Innate curiosity, proactive mindset, and adaptability.
  • Committed to results, tenacity, accountability, and focus.