Customer Success Manager

3 months ago

Sydney, Australia ActiveViam Full time

**About ActiveViam**

If you believe that data analytics can contribute to making Financial Services a more accountable and risk-aware business in an ever-increasing volatile environment, ActiveViam is the right place for you.

Founded by a group of industry experts, ActiveViam understands the data analytics challenges faced by financial institutions across trading desks, risk, and compliance. That is why we pioneered the use of high performance analytics in finance, helping the largest investment banks, asset managers and hedge funds make better decisions, explain results with confidence, and simulate the impact of their decisions. Unlike most BI players, we are not generalists. Our mission is to deliver train of thought analysis on terabytes of data in the most cost-effective way so our customers can explain what happened with confidence and model the scenarios that will optimize their business. We are a pure player specializing in risk data analytics for one of the fastest-moving and most regulated industries with a presence in the world’s leading financial market places - London, New York, Singapore, Hong Kong and Paris.

Our 150 employees take pride in being experts in developing and supporting a purpose-built analytics technology that has been recognized as “FRTB Product of the Year” by Risk and the “Award for Excellence for Regtech, Big Data and Analytics” by Regulation Asia.

Choose to be different. Join ActiveViam and make a difference in data analytics for the financial services industry.

**About the Customer Success team**

We help our customers achieve their desired outcomes and realize the highest added value possible - in their business context - with ActiveViam’s innovative suite of products and solutions.

We do that by partnering with our customers while providing them with a mix of product education, standard technical or functional support, and custom implementation/support services.

Onboarding new customers is obviously an important part of our responsibilities, but our work doesn’t stop hereWe love to see our solutions go live AND be used more and more, as our customers understand the benefits of extending their use cases and achieving more with us.

We are not only “product evangelists”, externally, when fostering product adoption by our customers. We are also a fundamental “voice of the customer”, internally, to our product and engineering teams.

**The Role**:
The Customer Success Manager (CSM) is a key role that helps ensure our clients receive outstanding service and maximise the value Atoti delivers to their business
Reporting to the Regional Director of Customer Success the CSM is responsible for overseeing a portfolio of clients and fostering long-term relationships that promote both customer loyalty and growth.

Working closely with other client facing and internal teams they act as a bridge between our clients and the company whilst helping to deliver successful deployments and daily operation of our products. They also turn customer feedback into actionable insights to drive product improvements and service enhancements.

With a keen focus on customer satisfaction metrics and an eye for expansion opportunities, the CSM plays a pivotal role in aligning company resources to support and enhance the overall customer experience, ultimately contributing to the company's sustained success and profitability.

**Responsibilities**:

- Oversee and assist in managing the delivery of our services throughout the customer lifecycle including the implementation, production support and maintenance of our software for an assigned portfolio of customers within the APAC region
- Build strong long-term relationships with the customer stakeholders by becoming a trusted advisor, staying in regular communication with them and efficiently prioritizing and managing any requests or issues through to resolution via the support teams
- Provide weekly, quarterly and annual customer success reports including client feedback to ensure customers optimize our products and services and that their goals are met, aligned to our own - such as promoting new features and upgrades.
- Assist in measuring customer satisfaction, identifying clients at risk and any corrective measures to avoid churn and drive retention.
- Serve as an ambassador for our products and industry, helping to educate our clients on the capabilities of our products and how they can be applied to meet their needs and requirements.
- Act as customer advocate with internal teams, providing insight on client and industry trends and needs along with the business and end user context.
- Work closely with the Account Management and Sales team and contribute to regular 360deg client reviews and account planning, identifying risks and opportunities within the client and portfolio
- Provide business domain expertise, experience and guidance to other CS team members as part of our internal knowledge sharing programme

**Requiremen

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