Senior Customer Success Manager (Us)

This is a remote position.

About the role:

Tyfone is seeking an experienced and strategic-minded individual to assume the role of Senior Customer Success Manager in our growing Customer Success organization. As a Senior Customer Success Manager, you will take the lead in managing our most valuable client relationships, ensuring their success, and driving the adoption of our products and services. Your extensive industry knowledge, exceptional communication skills, and proven track record in customer success will be crucial in shaping our client engagement strategy and fostering long-term partnerships.

This role will play a pivotal part in shaping the customer success landscape at Tyfone, reporting directly to the Vice President of Customer Success. You will be instrumental in establishing and driving best practices, as well as overseeing the development, coaching, and recruitment of team members. Working closely with our key clients, your role will be pivotal in ensuring they derive maximum value from our solutions.

Furthermore, you will be actively involved in creating User Groups, orchestrating Jira tickets, generating insightful reports, capturing client feedback for enhancements, and monitoring progress on areas of improvement. Your role will extend to seamless collaboration with other departments, ensuring a cohesive approach to implementation and support that consistently delivers exceptional results for our clients.

The ideal candidate must exhibit a high level of urgency, possess a thirst for mastering new technologies, be unafraid of taking calculated risks, embrace ownership of outcomes, and thrive within a collaborative and fast-paced environment.

Requirements

Responsibilities

• Renewals and Expansion: Collaborate closely with the sales team to ensure smooth contract renewals. Identify upsell opportunities based on a deep understanding of clients' business goals and product usage.
• Escalation Management: Handle complex client issues and escalations, demonstrating strong problem-solving skills, empathy, and a commitment to resolving challenges effectively.
• Strategic Client Relationship Management: Serve as the primary point of contact for a portfolio of high-value clients. Develop deep and trusted relationships, understanding their business objectives, and aligning our solutions to meet their evolving needs.
• Data-Driven Insights: Utilize data analysis to derive insights into client usage patterns, challenges, and opportunities. Translate these insights into actionable recommendations for both clients and internal teams.
• Client Engagement Strategy: Develop and execute tailored engagement strategies for each client, ensuring their continued satisfaction, retention, and growth. Collaborate with cross-functional teams to deliver on these strategies.
• Customer Onboarding Excellence: Oversee the onboarding process for new clients, ensuring a seamless and comprehensive transition to our solutions. Provide guidance, coordinate internal teams, and set clear expectations for client success.
• Mentorship and Leadership: Provide guidance and mentorship to junior members of the Customer Success team. Share best practices, and industry insights, and contribute to the team's overall professional development.
• Executive Communication: Establish credibility with client executives and senior leadership through effective communication and regular updates. Present insights, value propositions, and strategic recommendations to drive client success.

Skills And Qualifications

• Proficiency in Salesforce, project management tools ( Wrike), and Microsoft Office Suite.
• Proven ability to manage complex situations, prioritize tasks, and drive results in a dynamic and fast-paced environment.
• 8+ years of progressive experience in customer success, account management, or related roles, with a demonstrated track record of successfully managing high-value clients.
• Exceptional interpersonal, communication, and presentation skills, with the ability to interact effectively at all levels within client organizations.
• Bachelor's degree in Business, Management, or a related field; an advanced degree is a plus.
• Strong analytical skills, comfortable with data analysis and deriving insights for strategic decision-making.
• Leadership qualities and the ability to guide and mentor junior team members.
• Extensive knowledge of the Fintech industry, market trends, and best practices in customer success and account management.

Benefits Tyfone is the US and India-based SAAS Fintech offering the best digital banking transformation platform to US-based financial institutions. With a compound annual growth (CAGR) rate of 63% combined with a 90%+ long-term recurring revenue in contracts and a solid 9-figure valuation (and growing), you will want to join our forward- thinking and progressive organization as we look for leaders in technology that want to scale the organization for growth. Tyfone offers a diverse, vibrant, and dynamic work environment with a massive opportunity for leaders to develop and take ownership of our fantastic software offerings. We offer a collegial meritocracy that is open, transparent, and, committed to delivering the best possible software platform to our customers and their users. With an entrepreneurial spirit, you will develop new skills, and work experiences that will allow you to achieve your career goals. Tyfone’s main differentiator is our philosophy that everyone builds features not everyone builds relationships. We work with our customers as partners and value our employees; commitment and dedication as vital to the success of our mission. We offer competitive pay and benefits including stock option plans, unlimited growth opportunities in technology, and the ability to cross-pollinate with other departments as you grow your career. If you are looking to be a part of the next big wave of technology, we encourage you to apply today. Tyfone is an equal-opportunity employer. We stand against racism and discrimination. Join us for a fun ride!