Signifyd is a place where no one is going to tell you how to do your job. If you want help, you'll get it — from all quarters. But we pretty much figure out what needs to be done, who's in the best position to do it and then let that person roll-up her or his sleeves and have at it. We're protecting retailers from online fraud in a way that's never been done before and we could use your help if you're someone:
- Who believes challenges are best overcome by thinking differently.
- Who knows his or her role, but isn’t confined by it.
- Whose greatest satisfaction comes from helping customers succeed and achieve their dreams.
- Who isn’t afraid to disagree, convincingly, civilly and honestly
As a Senior Customer Success Manager (CSM), you are responsible for the ongoing success of a portfolio of Signifyd’s large, enterprise customers. You will work cross-functionally with multiple internal teams to ensure alignment with customer goals. As a trusted business advisor for your assigned customers, you will play a crucial role in engaging with your customers to ensure optimal platform usage, track key success metrics/outcomes, and conduct periodic account reviews.
The ideal candidate will possess both a business background that enables them to engage at the CXO level, as well as a sales acumen that enables them to easily interact with customers. They should also have a demonstrated ability to think strategically about business, product, and technical problems, with the ability to build and convey compelling value propositions. Experience in the commerce ecosystems is a plus, particularly familiarity with the relationships between merchants, Solutions Integrators, and the platforms that they work with.
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 and successfully close renewals and expansion opportunities within your book of business
Ensure swift resolution of account issues by leveraging resources from cross-functional teams, as needed
Provide executive oversight and client communication
Work closely with Marketing to identify and convert successful customers into advocates
Embody Signifyd values and serve as a role model for other team members
Identify, establish and maintain relationships with current and potential stakeholders within accounts.
Report on sales activities, acceptance rates, fraud pressure and trends, market trends, and overall Signifyd solution effectiveness.
Demonstrate technical skills and product knowledge in all areas that allow you to collect and deliver effective (QBR/CBR) presentations to both current and potential stakeholders.
Must be proficient with the utilization of Salesforce and internal (e.g: Looker) tools to maintain accurate records of all renewal, and prospecting activities in an effort to maximize effectiveness
Work closely with Signifyd’s Sales team to minimize channel conflict
Adhere to all company policies, procedures, and business ethics codes
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
Proven customer management skills with large and complex accounts
Ability to analyze complex situations, develop associated action plans and lead teams to achieve key goals
Creative, resourceful, detail-oriented, and highly organized
An analytical and metrics focused work style
Excellent communication and presentation skills
Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
Passion for e-commerce and new technology
Background in e-commerce, payments, fraud or data science is a plus
Proven track record of initiating and successfully driving incremental revenue opportunities through assigned book of business.
Prior experience developing highly productive relationships to drive sales is highly preferred.
Demonstrated consistent quota achievement/retainment in technology sales.
Strong verbal and written communication skills are a must. As well as the ability to work effectively across internal and external organizations.
Must possess exceptional problem-solving, analytical, and research skills
Able to make choices and recommendations without immediate supervision
Travel and participation in after-hours meetings as required
Must be willing to work some US hours
You’ll receive a benefits package that is one of the most competitive in Belfast;
A competitive base salary
An equally competitive equity package
Bi-annual performance related bonus (10% performance related)
Pension matched up to 8%
‘Day one’ access to private Healthcare, Dental and Optical insurance scheme for you and your whole family
25 days of annual leave (plus 10 stat)
12 weeks full-pay parental leave for mums and dads!
Free snacks and drinks in the office
Subsidised public transport and car parking
A LinkedIn Learning account
Top of the range equipment and lots of Signifyd swag
Monthly Signifyd social events organised by our social committee
This job comes with several perks and benefits
Get your caffeine fix to get you started and keep you going.
Want to be a partner? Look no further.
Break a leg! Seriously, we got you covered in our company healthcare plan.
Kids are the future, go spend time with them.
Enjoy a free catered lunch with your colleagues, every day.
We take care of you, even when you are old and wrinkly.