Lead Customer Success Manager

2 weeks ago

Taguig, National Capital Region, Philippines Nasdaq Full time

Why Nasdaq

When you work at Nasdaq, you're working for more open and transparent markets so that more people can access opportunities. Connections can be made, jobs can be created, and communities can thrive. We want all our employees to have access to opportunity, too. That means planning for career growth, ensuring you have the tools you need, and promoting an inclusive culture where we're all valued for our unique perspective.

Here, you will work for a global tech leader committed to breaking down barriers to inclusive prosperity. We see technology as a means to free people up to work together more productively and effectively by centralizing data, analytics, and market intelligence.

Here, we're committed to building a more diverse and inclusive workforce. Not only is it our responsibility to do better, but we also need representative voices to power the fresh thinking that is vital for our business and our clients.

What We Offer

Our mission is centered around the continuous enhancement of the customer experience, ensuring that our clients optimally utilize Nasdaq's world-leading platforms and services to achieve their desired business outcomes. We believe in advancing and powering economic progress for all, and our commitment to this purpose is reflected in our investments in new capabilities, including cloud and AI, as well as top-tier talent.

At Nasdaq, our Customer Success Management practice is dedicated to delivering exceptional services to our valued customers. We aim to elevate overall customer satisfaction, setting our products and services apart in the market. Our strategic vision involves substantial investment in this area, forming a key component of our commitment to empower the global financial system. We are currently looking for a dynamic individual to fill the role of Lead Customer Success Manager . Join us in contributing to a mature and high-performing customer success management function, driving continuous improvement and excellence.

You can expect an autonomous but fast-paced work environment where you are recognized for your results and ability to drive things forward. Every day brings many opportunities to learn and grow and rewards with a global impact we create.

In return, you will receive a competitive salary package, private health insurance, employee stock purchase plan, equity grant, retirement plan and experience why Nasdaq Manila is Great Place To Work Certified

What You Will Do

  • You will be acting as the main point of contact for customers based in the Philippines
  • Co-ordinate the services and efforts of the company 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 Nasdaq's engagement model for allocated accounts
  • Lead business reviews/ executive meetings with customers 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', their goals, and determine ways in which Nasdaq could 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
  • Proactively seek ways of improving the services provided by the Customer Success team
What We Expect
  • 8+ years of experience in Customer Success, Account Management or Professional Services role within Consulting or SaaS organization, specifically for the capital markets or regulatory industries
  • Fluent in English (both written and verbal), any other additional languages would be advantageous
  • Experience in using Customer Success tools such as Salesforce, Planhat, Gainsight, PowerBI, ChurnZero, or 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
  • Deep understanding of software development life cycles
  • Strong persuasion, argumentation, and diplomacy skills to manage and build consensus throughout the customer success department, its activities, and relevant stakeholders
  • Ability to work within a team environment and be focused on providing a high quality of service to customers
  • Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward
  • Strong business acumen, judgment, creativity, and exceptional problem-solving skills
  • Self-starter, ambitious, accountable, and motivated to do the right thing
Does It Sound Like You?

Please follow through by clicking the "Apply" link and submitting your application. If your skills and experience are a match, we will be in touch soon. In the meantime, please visit our website and social media channels to learn more about our innovative business, inclusive culture and where a career at Nasdaq can take you.

Our work arrangement is hybrid. You will be coming into the office just 2 days per week.

Come as You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation. Boost your career Find thousands of job opportunities by signing up to eFinancialCareers today. #J-18808-Ljbffr

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