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Senior Enterprise Customer Success Manager II

Signifyd

Signifyd

Customer Service, Sales & Business Development
Mexico City, Mexico · Mexico
Posted on Tuesday, September 5, 2023

As a Senior Enterprise II Customer Success Manager (CSM), you manage the ongoing success of a portfolio of Signifyd's large, enterprise customers. You will combine technology expertise, business acumen and passion for customer success to drive our customers’ and company’s expected outcomes. We are looking for team members who are excited to learn our platform and become fluent in the functional areas (fraud, e-commerce and payments) where we deliver value. As a trusted advisor with deep product and industry knowledge, you’ll be able understand customers’ business objectives and help them optimize performance. You'll collaborate internally with management & broader cross-functional groups to provide an outstanding customer experience and drive continuous improvement for Signifyd.

Responsibilities:

  • Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
  • Leverage knowledge of the Signifyd platform to advise on best practices around product usage with end-users
  • Identify, establish, and strengthen relationships with current and potential stakeholders within your accounts
  • Identify and successfully close renewals and expansion opportunities within your book of business
  • Develop collateral and conduct periodic business reviews with client executive teams
  • Ensure swift resolution of account issues by using resources from cross-functional teams, as needed
  • Provide executive oversight and client communication
  • Participate in an on-call schedule every 6-8 weeks on Fridays to support the 4-day workweek for the Customer Success team. Primary work will be responding to any customer escalations that arise that customer support cannot resolve.
  • Work with Marketing to identify and convert successful customers into advocates
  • Embody Signifyd values and serve as a role model for other team members
  • Act as a face of the company at trade shows and other key industry events, both virtually and in person

Requirements for position:

  • 5+ years of Customer Success Management and/or Account Management; technology background required
  • Proven customer management experience with large and complex accounts
  • Excellent communication and presentation skills
  • Professional fluency in English and Spanish
  • Ability to analyze complex situations and develop associated action plans and lead teams to achieve key objectives
  • Deep experience generating and manipulating data for internal and external presentations (Microsoft Excel, Looker, etc.)
  • Driven, resourceful, detail-oriented, and highly organized
  • Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
  • Background in e-commerce, fraud or payments industries is a plus

At 30 days you’ll:

  • Have met with all internal teams having mapped out stakeholders and internal operational processes
  • Have met the most relevant external stakeholders for the largest accounts in the regions and will be shadowing customer meetings on a regular basis
  • Have started deepening your knowledge of payments in e-commerce, fraudulent patterns and behaviors, and applied artificial intelligence

At 60 days you’ll:

  • Be running internal meetings - with the help of other team members to drive customer outcomes
  • Have identified initial opportunities and roadblocks in your book of business
  • Have mapped out organizational structures at each of your accounts, and have created a plan to engage with most important stakeholders beyond day-to-day points of contact
  • Have the needed domain to carry out a conversation with a merchant on fraudulent behaviors in their business

And finally at 90 days you’ll:

  • Have started making adjustments to internal processes to address any risks or bottlenecks identified to drive customer value
  • Be the sole owner of the relationships with the key stakeholders for your book of business
  • Have mapped out initial opportunities for expansion and deepening of customer relationships, and have started pursuing such opportunities
  • Be able to hold your own in a conversation about artificial intelligence apple to fraud fighting

#LI-Remote

Benefits in Mexico:

  • 4-day workweek
  • Health, Dental & Vision Insurance
  • Life Insurance of 24 months salary
  • Annual Performance Bonus
  • Christmas Bonus of 1 Month’s Salary
  • Food Vouchers
  • Stock Options
  • Paid Parental Leave
  • Flexible Work Arrangements
  • Telework Stipend for Home Internet
  • 12 Paid Vacation Days with 85% Vacation Premiums
  • Paid Holidays
  • Company Social Events
  • Signifyd Swag
  • Dedicated learning budget through Learnerbly
  • On-Demand Therapy for all employees & their dependents

We want to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.