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Customer Success Manager

Job Summary

This is an excellent opportunity to join a fast growing team focused on helping financial institutions   thrive in the digital age. Aequilibrium is on a mission to create digital solutions that enrich people’s lives, and we are dedicated to outstanding customer experiences for our clients. Our banking practice is focused on enterprise digital banking transformation programs, where we advise, design, build and operate efficient technology solutions. 

We are looking for a team player with great leadership capabilities, program management expertise, and passion for banking and technology,  to make a true and deep impact to our existing clients and our business. You will need to be highly organized, attentive to detail, results-driven and comfortable thinking outside of the box, not afraid of trying new things, with a goal to create customers for life. 

You have an astute business acumen, and are comfortable leveraging your experience in banking, technology and the digital domains to effectively  engage with clients’ key stakeholders and Aequilibrium’s project teams, while owning retention for the assigned portfolio.  

 

What you’ll be doing

  • Serve as the primary contact for a number of named accounts 
  • Map client’s organizations and build genuine  trusted advisor relationships with key stakeholders in the assigned accounts 
  • Understand the strategic and innovation objectives of our clients, as well as their challenges 
  • Onboard new customers and related Aequilibrium project teams, including organizing technical training and certifications where needed 
  • Manage Aequilibrium cross-functional teams delivering services to client accounts, including development, design, and banking specialist resources  throughout the program duration 
  • Deliver and communicate value for our clients throughout the entire client lifecycle 
  • Navigate contract renewals with our clients 
  • Represent the voice of the client, to provide input into Aequilibrium’s current and future solutions 
  • Prepare client and project health reports and plans 
  • Participate in the development of new services solutions 
  • Identify growth opportunities in the assigned accounts and mobilize the Business Development team to act upon 
  • Identify at risk clients and programs and create strategies and tactics to prevent churn and ensure the best possible experience and value to clients  
  • Keep up with banking trends and technologies, enabling you to speak knowledgeably to customers and provide on-going insights

 

What you’ll be measured on

  • Customer retention
  • Contract renewals
  • Customer satisfaction 
  • Aequilibrium project team satisfaction 
  • Opportunity identification 

 

What we’re looking for

  • Undergraduate degree in Business or a related discipline;  
  • 7+ years experience in at least one of the following disciplines: Program Management, Customer Success, Consulting, or Technology leadership, working with or within financial service institutions
  • Understands and has practiced Agile project management methodologies 
  • Excellent interpersonal, consultative and communication skills (written and verbal) 
  • Extremely well organized with an ability to handle, digest and summarize complex information from multiple sources and present it in a clear and effective client ready format 
  • Driven, self-motivated, enthusiastic with a can-do attitude 
  • Self-starter who is able to manage their own time and work, work well under pressure, prioritize and meet tight deadlines 
  • Strong analytical, critical thinking, and financial acumen
  • Experience in working with cross functional teams (development, business analysis, design, business development, etc.) 
  • Experience running projects from inception through completion 
  • Ability to multi-task with a high level of accuracy and attention to detail 
  • Passion for banking and technology and eagerness to continue to learn 
  • Technical proficiency in the banking technology eco-system, including strong knowledge of digital banking 
  • Ability to travel for up to 30% of the time through North America

 

Learn more about our team: aequilibrium.com/careers

Aequilibrium is trusted with highly sensitive information. Upon joining our team, you may be asked to undergo security screenings including a criminal record check.

 

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