Enterprise Customer Experience Lead
4 days ago
We are seeking an experienced Enterprise Customer Experience Lead to join our team at Napier Technologies Limited. As an Enterprise Customer Experience Lead, you will be responsible for driving customer success across our existing APAC accounts, spanning Banking, Payment Providers, Fintech, Superannuation, Insurance, Wealth and more.
About the Role:- You will oversee the entire end-to-end onboarding and implementation process, ensuring successful integration of Napier's solution into client environments.
- You will manage the project plan for onboarding, tracking progress, and ensuring on-time delivery.
- You will lead project meetings with clients, ensuring clear action points, and providing minutes to stakeholders.
- Proactive Engagement and Relationship Management: Deliver ongoing engagement through regular QBRs, drive feature adoption, and proactively identify opportunities to minimize churn and improve customer satisfaction.
- Cross-Sell and Upsell Initiatives: Work closely with GTM and internal teams to drive revenue growth through cross-sell and upsell opportunities while ensuring client satisfaction and retention.
- Voice of the Customer: Gather client feedback to shape product improvements and advocate for customers' needs internally, ensuring that their concerns are heard and addressed in product development cycles.
- Experience: 4+ years in customer success, account management, or related roles, ideally within SaaS, tech, or financial services environments.
- Tech Savvy: Strong understanding of financial crime prevention technology, SaaS solutions, and the compliance landscape (AML, KYC, sanctions).
- Customer-Centric: A passion for delivering value to customers, and the ability to advocate for their needs while balancing business goals.
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