Financial Services Customer Success Manager II

About Us:

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Seismic, a rapidly growing Forbes Cloud 100 company, is the global leader in enablement, helping organizations engage customers, enable teams, and ignite revenue growth. The Seismic Enablement CloudTM provides continuous guidance to improve behavior, content, and skills to win more deals and deliver better experiences. More than 2,200 organizations around the globe including IBM and American Express have made Seismic their enablement platform of choice. Seismic integrates with business-critical platforms including Microsoft, Salesforce, Google and Adobe. Seismic is headquartered in San Diego, with offices across North America, Europe, Australia and China.

Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismic here.

Overview:

As our Financial Services Customer Success Manager, you will drive product adoption, highlight best practices and ensure client retention. You will serve as the primary point of contact for assigned accounts, establishing regular cadence, conducting business reviews, and tracking success metrics for our Financial Services customers. You will serve as the customer’s internal champion acting as the main point-of-contact for escalation of issues, product enhancement requests, and driving attendance to Seismic’s webinars and client events.  

This is an Individual Contributor role. 

Who you are:

• You excel at engaging and developing trusted advisor relationships with Senior Executives in Marketing, Sales, Operations, IT and any other cross organizational teams tied to the clients Sales Enablement Strategy 
• Fast paced environments and shifting priorities excite you  
• Client satisfaction is of the utmost importance to you  

What you’ll be doing:

• Manage the overall relationship with assigned accounts within Seismic’s Financial Services client base 
• Ensure renewal of assigned accounts  
• Ensure senior stakeholder relationships are grown and maintained  
• Collaborate with client to define and drive account strategy  
• Conduct regular business review meetings with key accounts  
• Partner with Professional Services, Sales and Marketing leadership to grow Seismic’s presence and brand in the Financial Services sector 
• Translate customer needs and issues into a set of business requirements  
• Craft detailed requirements of client solutions that can be passed to solutions engineering teams  
• Uncover new opportunities and work closely with sales to cross-sell and upsell  
• Provide strategic guidance, best practices, and expertise related to application use and solutions for client’s business use cases  
• Prepare clients for upcoming releases and ensure product readiness  
• Manage multiple fast paced projects  
• Conduct regular business review meetings with key accounts  
• Provide ad-hoc troubleshooting, ongoing training for existing customers, as needed  
• Assist with other services and support activities, as required  
• Some travel will be required  

What you bring to the team:

• Degree – Business Administration, Finance, Economics, Accounting, Marketing, Computer Science, or equivalent work experience  
• Experience in FinTech or Financial Services 
• Commercial savvy and an understanding of the SaaS sales and renewal processes 
• Strong preference for those with experience in SaaS, renewing ARR        
• Must have prior proven success as a client advocate  
• Advanced proficiency with the Microsoft Office Suite including Microsoft PowerPoint, Microsoft Word, and Microsoft Excel  
• In-depth knowledge of data systems and structures  
• Strong written and oral communication skills with proven ability to initiate and manage relationships with customers of all levels  
• Self-starter with the ability to manage multiple projects simultaneously  
• Ability to understand and translate customer requirements  
• Critical thinking, analysis, troubleshooting, and problem-solving expertise   
• Ability to effectively prioritize and escalate customer issues  
• Ability to adapt to a rapidly changing environment   

What we have for you:

At Seismic, we’re committed to providing benefits and perks for the whole self. To explore our benefits available in each country, please visit the Global Benefits page.