Job Description

What you'll do

As a Customer Success Manager, you will be focused on driving customer loyalty, retention, and growth. This is done by creating visibility of our customer experience across the Regnology client's ‘customer journey’ using a combination of KPIs, customer feedback such as NPS, and insights which will be combined to track the ‘health score’ of each client account.

You will act as a client advocate, gathering and maintaining data about clients, various cycles that impact their business, and facilitating data-driven actions and decisions

You will be focused on driving awareness of the key pain points our customers are experiencing and working with the Customer Success leadership to identify process improvement initiatives that will improve customers’ experience.

Your key accountabilities are:

• Building strong and long-lasting relationships with your customers, owning the relationship through proactive and reactive engagements.
• Understanding the customer experience with our products and services, effectively feeding back to enable iterative improvements as well as immediate points of correction.
• Deliver to the customer through a designed standard framework, carrying out a ‘Service Review’ at regular intervals, presenting customers with information you have compiled.
• Through analysis of metrics and KPIs in place, form a Customer Success plan that is fitting to the customers’ needs. This plan will remove/mitigate problems, in turn consistently improving their experience.
• Customer advocacy acts as a spokesperson on behalf of the customer. Working through difficult situations via transparency and partnership. All the while protecting the reputation of Regnology.
• Deliver on KPIs assigned to you; these KPIs underpin the operation and allow us to provide a standard experience to customers.
• In the event of a Major Incident, work in a collegial manner with the team to drive positive outcomes. A key element will be to ensure they are communicated to in a satisfactory manner, taking ownership of comms as/when required.

Why we should decide on you

Requirements:

• Bachelor’s degree in Business or related fields.
• Proven experience as a Customer Success Manager or in a comparable client-facing role
• Experience within financial markets, ideally with banking clients
• Preferably exposure to regulatory reporting and/or risk management
• Prior experience in an international setup and working with international banks
• You are based in Bogota

Why you should decide on us

• Let’s grow together, join our market-leading SaaS company – our agile character and culture of innovation enable you to design our future.
• We provide you with the opportunity to take on responsibility and participate in international projects.
• In addition to our buddy program, we offer numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas.
• Our internal mobility initiative encourages colleagues to transfer cross-functionally to gain experience and promotes knowledge sharing.
• We are proud of our positive working atmosphere characterized by a supportive team across different locations and countries, and transparent communication across all levels.
• Together we're better - meet your colleagues at our numerous team events.