Customer Success Advisor

1 week ago

Sydney, New South Wales, Australia Adenza Full time
Division Overview
Customer Services is an integral part of Adenza's growth and success.

This division's mission is to continuously enhance the Adenza Customer experience in how they consume the Adenza software and services, using a strategic customer-centric approach focused on driving customer adoption and retention.

Thus, successfully differentiating Adenza from our competition and contributing to the net growth of our business while offering intense and excellent career development opportunities.

Team and Role Overview
We are seeking a Customer Success Associate to join our team in Sydney to manage Adenza's Entry Accounts.

As a segment, Entry Accounts represent a third of Adenza's accounts and are where we see the greatest growth potential.

As a Customer Success Associate, you will be responsible for managing a portfolio of Entry Accounts to ensure these are nurtured sufficiently to foster growth through expansion.

You will be joining a mature and high-performing customer success function, embarking on a journey of continuous improvement.

Responsibilities:

You will be acting as the main point of contact for a portfolio of entry customers
Coordinate the services and efforts of the Adenza organization globally and partner with customers to align with their strategy, address burning issues, and mitigate risks
Work closely with Sales, Customer Delivery, Customer Support, and Engineering to proactively manage relationships with customers
Vigorously evangelize and establish the Adenza engagement model for allocated accounts
Lead Account Review meetings to track current projects, explore new sales opportunities and manage escalations where required
Achieve and maintain a measurable improvement in customer satisfaction.
Understand the customer 'topology', and their goals, and determine ways in which Adenza can 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
Skills And Requirements
3+ years of experience in Customer Success, Technical Account Management, or Professional Services roles within Consulting or SaaS organization
Fluent in English (both written and verbal), an additional language would be advantageous
Experience in using Customer Success tools such as Planhat, Gainsight, PowerBi, ChurnZero, and 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.


Influence management skills:
the ability to lead through influence and integrity and to work cooperatively at all levels across organizational boundaries to build and maintain the positive relationships required to accomplish organizational goals
Ability to work within a team environment and be focused on providing a high quality of service to customers
Self-starter, ambitious, accountable, and motivated to do the right thing
More About Us

Our Office:

Adenza Sydney is located on the 20th floor of the Australian Square, in the central business district of Sydney.

The building is opposite Wynyard Station, between Town Hall and Circular Quay station, with Circular Quay ferry terminal just a few minutes walk away.

Nearby gyms pump iron, upscale bars and stylish retail provide added energy. Then just a short stroll away, the Domain, Opera House and Hyde Park provide soothing outdoor escapes.

Why Apply:


Adenza's mission to pioneer innovative technology offering efficient, accessible, and transparent, fully integrated solutions is only achievable due to our outstanding workforce.

The fusion of deep technical knowledge with the element of human passion, understanding, and energy is what makes Adenza's employees exceptional.

At Adenza, we offer great opportunities to collaborate on challenging and relevant issues in financial services and technology.

As we continue our exciting growth trajectory, we recognize how important investing in the best talent across the globe is.

Are you self-driven, innovative, execution-focused, and customer-centric? If yes, we want to invest in you.

Adenza is an equal opportunity employer (EOE).

We are dedicated to building and supporting a culture of diverse perspectives and talents as well as inclusivity to support individual growth and superior business results.

LI-PS1
About Adenza

Adenza provides customers with end-to-end trading, treasury, risk management, and regulatory compliance platforms which can be delivered on-premise or on-cloud.

We enable the world's largest financial institutions to consolidate and streamline their operations with front-to-back solutions integrated with data management and reporting.

We give them a single source of truth across the business.

With headquarte

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