Customer Success Manager (ref 6203)

Our client in Malta is seeking to hire a Customer Success Manager who will join their multicultural team.

The Role
The Customer Success Manager will own the commercial relationship with the customers with the main goal of ramping up new clients as fast as possible and monitor their satisfaction as they grow with the company. You are a relationship manager that expand customer accounts, increase customer retention, efficiently and proactively solve customer issues, and are champions in customer satisfaction. The ideal candidate has a genuine interest in forming and maintaining relationships (with clients and internal stakeholders) and the ability to connect with our customers over both their successes and frustrations.

Responsibilities
You will be the voice of the customers - you will understand the clients' business issues and ensure that the best possible solution is proposed.
You will manage the client relationship through effective and timely QBRs and constantly seek opportunities to add value to the customers. You will share these ideas with your peers to ensure we are maximising value for all the customers.
You will ensure there is a practical and clear account plan in place for your customers. This plan needs to represent a real picture of the customer's landscape and will be used to keep all parties updated on the key challenges and opportunities.
You will work with the best practices to ensure that commercial targets are met and also exceeded by working with the sales team to put forward proposals and solutions for new growth opportunities.
You will have your "finger on the pulse" throughout the delivery process and will have a clear understanding of what services and the overall value they deliver.
You will be the first point of contact for issues or escalations and will use best practices to follow up and resolve

Requirements
You have a good understanding of managed services and project delivery with a commercial background with a focus on B2B relationships, ideally within the PSP or fintech industry
You have previous experience in managing direct client relationship with proven experience in effective conflict resolution
Experienced in working in a metrics and data driven environment and able to "number crunch" these figures to present customer delivery progress to the business and to clients
A person who takes pride in building relationships with customers - leading growth in those accounts
You are commercially driven with experience in managing and meeting commercial targets
You have great communication skills in English

to be discussed