Lead Client Success Manager, NORAM

Responsibilities 

• You will be acting as the main point of contact for Clients based in North America. 

• Co-ordinate the services and efforts of the Nasdaq FinTech and partner with Clients to align with their strategy, address burning issues and mitigate risks. 

• Work closely with Sales, Client Delivery, Client Support and Engineering to proactively manage relationships with Clients. 

• Vigorously evangelize and establish the Nasdaq’s engagement model for allocated accounts. 

• Lead business reviews/ executive meetings with Clients to track current projects, explore new sales opportunities and manage escalations where required. 

• Achieve and maintain a measurable improvement in Client satisfaction. 

• Understand the Client ‘topology’, their goals, and determine ways in which Nasdaq could help to address these goals and strategies. 

• Build strong relationships with the stakeholders (internal and external) to achieve the desired outcome. 

• Accelerate the discovery of upsell opportunities within the portfolio of accounts and drive the discovery of cross-functional opportunities for adoption growth. 

• Proactively seek ways of improving the services provided by the Client Success team. 

Requirements 

• 8+ years of experience in Client Success, Account Management or Professional Services role within Consulting or SaaS organization, specifically for the capital markets or regulatory industries. 

• Fluent in English and {additional language if required} (both written and verbal), any other additional languages would be advantageous. 

• Experience in using Client Success tools such as Salesforce, Planhat, Gainsight, PowerBi, ChurnZero, or others. 

• Educated to degree level (or equivalent). 

• Able to thrive in a dynamic, fast paced, entrepreneurial, and ever-changing working environment with an emphasis on delivering solutions to meet our aggressive deadlines.  

• Deep understanding of software development life cycles.  

• Strong persuasion, argumentation, and diplomacy skills to manage and build consensus throughout the Client success department, its activities, and relevant stakeholders. 

• Ability to work within a team environment and be focused on providing a high quality of service to Clients. 

• Expert communication skills and the ability to hold C-level Client conversations that drive business for both parties and move the relationship forward. 

• Strong business acumen, judgment, creativity, and exceptional problem-solving skills. 

• Self-starter, ambitious, accountable, and motivated to do the right thing.