Customer Success Manager

IPC is a fintech company that focuses on the human element. Having global presence, we support local markets with cutting edge cloud-based trading communications and managed connectivity.

Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

At IPC, we are committed to attracting, nurturing and promoting diverse talent across our workforce and fostering a sense of belonging within our employee family. We don't just accept differences - it's one of our core values. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

Come be part of the new team that delivers ground-breaking products for our clients.

**General Responsibilities**

The Customer Success Manager (CSM) is a key member of a cross-functional team designed to
deliver Customer base growth and facilitate the ease of doing business with IPC. CSMs lead, direct
and oversee the IPC Customer lifecycle for new and existing Customers. In addition, they support a
comprehensive product and services portfolio and focus on Customer retention, development of
Customer support and revenue growth. The overall goal of a CS M is to improve the focus of
IPC's sales channels through organizational accountability and increased productivity.

The CSM is responsible for organically growing their team's portfolio of customer base revenue
while maintaining and increasing Customer satisfaction. In addition, they research and prioritize
Customer needs, developing Customer requirements, driving the development of Customer Growth
strategies and provide Customer lifecycle management.

**Maintain and Grow Base**
- Base Change Management
- Mitigate Attrition -risk analysis and management
- Minimize credits and re-rates
- Manage the customer experience -Quote to Cash and order processes
- Provide quotations
- Process orders
- Implement and complete the billing process
- Account Realization - Increasing Sales
- Upsell and conduct consultative pre-selling
- Assist Sales to drive new business through time and Customer management
- Provide strategic consultations for the Customer base to uncover new opportunities
- Work with Sales, Marketing and Product to help implement compelling sales

and marketing programs targeted to specific financial market segments.
- Track base performance and develop strategies and tactics to continuously improve base

growth
- Collaborate with cross functional departments to optimize overall revenue

**Account Maintenance**
- Review and process controls for issuing credits
- Secure financial awareness of Customer profiles (e.g. Billing Audits, Spend, Billing

Reports)
- Update IPC Internal Systems with customer profiles / records
- Interface with IPC Finance Collections and Customers
- Work with IPC Legal Department to ensure a high level of business acumen in respect of

customer contracts
- Understand customer's standard and bespoke contractual obligations, Service Level

Agreements (SLA's), Pricing and Discount Structures
- Manage customer reporting and visibility of service performance through the IPC

Xchange Portal
- Oversee the development and enhancement of customer reporting improvement initiatives
- Ensure Customers are registered and educated on the IPC Xchange Customer Portal
- Ensure Customers are registered to the IPC University (Unigy E-learning, ILT & DLT)

**Training & Cutover**
- Interface with Project Management, Sales and Installation Departments to discuss user

training and cutover coverage.
- Schedule and perform customer user training on the features and functionality of all IPC turret

platforms.
- User Training to be performed during standard business hours.
- Responsible for providing the customer with customized training material for new

products and features
- Provide Floor Support on Go Live Day, react to issues encountered at cutover and follow up

with Project Manager and service technician until resolution of trouble is completed

**Administration**
- Work closely with internal IPC departments and the customer to resolve complaints & issues.
- Assist with maintaining customer-related data within internal IPC systems.
- Support special requirements and provide feedback to IT for eventual automation

**Required Experience/Skills**
- Minimum 3-5 years in the financial services sector, within a Customer Success / Sales

Account Management environment
- Customer Lifecycle Management
- Involvement and participation in Customer facing circumstances
- Sales Lead Generation
- Working with large global accounts
- Managing complex and bespoke Customer contracts and pricing
- Exposure to the Trading Floor environment
- Intermediate level PC skills required, MS Office Suite, PowerPoint knowledge required.