customer success manager London, England
Job description
Overview:
Exegy is a leading independent provider of trading and market access technology for global multi-asset electronic trading. Our software enables clients to successfully execute on their trading strategies and manage risk across multiple fragmented markets, liquidity pools, and data sources. We help firms successfully differentiate and innovate in an ever-changing, increasingly-regulated and fiercely-competitive landscape, while also reducing total cost of ownership.
Exegy’s ticker plant, execution gateways, trading platform, and risk and analytics software deliver a unique, ultra-low latency technology stack for electronic low-touch and Direct Market Access (DMA) execution and pricing. We leverage the latest innovations in technology to deliver cutting-edge performance, features and reliability. Our modular stack is accessed through a single set of trading, data and risk APIs and can be delivered as-a-Service from multiple co-location data centers globally.
With access to more than 200 venues, Exegy provides global coverage across all major asset classes. Clients are supported by an award-winning team of technical and business experts available 24x7 from our multiple offices in the US, Europe, and Asia. Exegy’s clients include traders, market makers, brokers, banks, investment firms, exchanges, and other market participants.
Role Overview:
As a Customer Success Manager (CSM) you connect clients to Exegy’s industry-leading solutions addressing the diverse needs of the world’s elite financial market participants, providing guidance throughout the customer’s journey and creating the conditions for optimal contract renewal and growth.
In a role that is comprised of relationship management, education, and deep workflow expertise, the CSM is responsible for successful adoption, retention and expansion of our solutions within their assigned portfolio of accounts. You will serve as a trusted advisor to customers, supporting large financial institutions.
What you'll do:
- Develop as a subject matter expert across a selection of Exegy’s solutions including our Exegy Ticker Plant managed appliance, Axiom low-latency market data feed service, Metro options trading platform, Direct Market Access (DMA) Platform for global listed derivatives, and ultra-low latency FPGA trading solutions.
- Manage the relationship with a portfolio of Exegy customers, from sales to onboarding and expansion. You will contact users, build relationships, provide thought leadership and ultimately executive different strategies to drive adoption of our solutions and mitigate any cancel risk.
- Develop a thorough understanding of your customers’ near- and long-term strategies, understand your customers’ operations and ensure that Exegy is viewed as a trusted partner to help them achieve their goals and desired outcomes.
- Collaborate closely with the Account Management teams to develop and execute Customer Success strategies for accounts within your Book of Business
- Build and maintain strong customer relationships, specifically with key decision makers, throughout all levels of your assigned accounts
- Proactively identify “at risk” customers/end users and established retention strategies to mitigate risk. Tactically focus on client workflow and data requirements;
- Participate or lead on large scale migrations, upgrades and other displacement projects
- Create quarterly customer success campaign to increase product adoption and help drive retention and growth opportunities
- Business Reviews: Co-create and review success/value plans with your key contacts at the client, sharing product roadmaps and ensuring our product aligns to their needs.
- Utilize business Intelligence and execute business campaign to promote targeted value-added solutions that help improve your customer’s sales and retention;
- Accurately maintain client data in the CRM system.
- Drive organic expansion within your book of business. Uncover new opportunities by actively asking questions and proposing new products that can solve their needs, sharing and collaborating with Sales to upsell and cross-sell.
- Partner with Account Managers, Solutions Architects, Product Managers and Customer Support, among other teams, to ensure we're addressing your customers’ needs, acting as their voice at Exegy.
Your Success: A CSM will be measured on:
- Retention and Expansion of your Client Book of Business.
- Product Adoption
- Portfolio attrition and risk mitigation plans implemented
- Customer Satisfaction
Qualifications/Skills:
- +4 years of relevant work experience in customer success, sales, consulting, or other customer facing roles.
- Understanding of Equities, Fixed Income, Derivatives and Money Markets, preferably in the content of Sales and Trading with good knowledge of the technologies used.
- Ability to build rapport with a broad range of stakeholders: C-Suite, senior executives, and end users (sales, traders, analysts, risk managers, developers).
- Ability to use data to make decisions, analyze trends, simplify complex problems. Strong problem-solving skills.
- Experience facilitating customer meetings and presenting to an audience in a concise, inspirational and convincing manner.
- Proactive and positive attitude. You value quality and pay close attention to detail, taking full ownership and pride in your work with a high level of customer service, responsiveness, and follow-through.
Level: Specialist II
