Lead Client Success Manager, NORAM
Top Benefits
About the role
Our Client Success Management practice is dedicated to delivering exceptional services to our valued Clients. We aim to elevate overall Client 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 Client Success Manager. Join us in contributing to a mature and high-performing Client success management function, driving continuous improvement and excellence.
Responsibilities
- You will be acting as the main point of contact for Clients based in North America.
- Co-ordinate the services and efforts of the Nasdaq FinTech and partner with Clients to align with their strategy, address burning issues and mitigate risks.
- Work closely with Sales, Client Delivery, Client Support and Engineering to proactively manage relationships with Clients.
- Vigorously evangelize and establish the Nasdaq’s engagement model for allocated accounts.
- Lead business reviews/ executive meetings with Clients to track current projects, explore new sales opportunities and manage escalations where required.
- Achieve and maintain a measurable improvement in Client satisfaction.
- Understand the Client ‘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 Client Success team.
Requirements
- 8+ years of experience in Client Success, Account Management or Professional Services role within Consulting or SaaS organization, specifically for the capital markets or regulatory industries.
- Fluent in English and {additional language if required} (both written and verbal), any other additional languages would be advantageous.
- Experience in using Client 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 Client 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 Clients.
- Expert communication skills and the ability to hold C-level Client 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.
T his position is located in Toronto, and offers the opportunity for a hybrid work environment (at least 3 days a week in office, subject to change), providing flexibility and accessibility for qualified candidates .
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.
What We Offer We’re proud to offer a competitive rewards package that is meaningful, recognizes the unique needs of our employees and their families and incentivizes employees for their contribution to Nasdaq’s overall success.
The base pay range for this role is $106,000 - $148,000. In addition to base salary, Nasdaq provides a generous annual bonus/commission (short-term incentive), and equity (long-term incentive), comprehensive benefits, and opportunity for growth. Exact compensation may vary based on several job-related factors that are unique to each candidate, including but not limited to: skill set, experience, education/training, business needs and market demands.
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Lead Client Success Manager, NORAM
Top Benefits
About the role
Our Client Success Management practice is dedicated to delivering exceptional services to our valued Clients. We aim to elevate overall Client 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 Client Success Manager. Join us in contributing to a mature and high-performing Client success management function, driving continuous improvement and excellence.
Responsibilities
- You will be acting as the main point of contact for Clients based in North America.
- Co-ordinate the services and efforts of the Nasdaq FinTech and partner with Clients to align with their strategy, address burning issues and mitigate risks.
- Work closely with Sales, Client Delivery, Client Support and Engineering to proactively manage relationships with Clients.
- Vigorously evangelize and establish the Nasdaq’s engagement model for allocated accounts.
- Lead business reviews/ executive meetings with Clients to track current projects, explore new sales opportunities and manage escalations where required.
- Achieve and maintain a measurable improvement in Client satisfaction.
- Understand the Client ‘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 Client Success team.
Requirements
- 8+ years of experience in Client Success, Account Management or Professional Services role within Consulting or SaaS organization, specifically for the capital markets or regulatory industries.
- Fluent in English and {additional language if required} (both written and verbal), any other additional languages would be advantageous.
- Experience in using Client 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 Client 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 Clients.
- Expert communication skills and the ability to hold C-level Client 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.
T his position is located in Toronto, and offers the opportunity for a hybrid work environment (at least 3 days a week in office, subject to change), providing flexibility and accessibility for qualified candidates .
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.
What We Offer We’re proud to offer a competitive rewards package that is meaningful, recognizes the unique needs of our employees and their families and incentivizes employees for their contribution to Nasdaq’s overall success.
The base pay range for this role is $106,000 - $148,000. In addition to base salary, Nasdaq provides a generous annual bonus/commission (short-term incentive), and equity (long-term incentive), comprehensive benefits, and opportunity for growth. Exact compensation may vary based on several job-related factors that are unique to each candidate, including but not limited to: skill set, experience, education/training, business needs and market demands.