Data is at the heart of everything we do: Xceptor has been designed around data manipulation in its broadest sense. We source data from wherever it flows. We curate, normalise, validate, repair, and enrich that data so it reaches its destination in a reliable and consistent format. Data coming out of Xceptor is data our clients can trust.
We are recognised as an expert in the Financial Services vertical, which strongly aligns with Business Users in Middle and Back-Office teams. We enable these users to solve their data challenges by themselves, rather than through a technology-led project.
Our People are subject matter experts. We understand our client’s challenges and we’ve got the experience and knowledge to solve them. Our talented team has a deep understanding of the unique challenges of the industry - we can empathise, engage, and speak the same language as our clients.
Our Vision is to be the leading platform for automating data flows.
Our Mission is to empower business users within Financial Institutions to build automated processes that deliver trusted data.
Our Values were created by our people, and speak to both who we are, and who we aspire to be. Ambition is in our DNA, and we embrace any opportunities ahead. Our curiosity and desire to grow drives us to learn from our customers and those around us. Our people are empowered, accountable, and deliver. We pull together, step up and focus on outcomes. The brilliance of our people makes a positive difference.
Salary Range
$130,0000 - $160,000 base plus 15% bonus
Business area and team
The Client Success Management (CSM) function accompanies our clients in every phase of their journey with Xceptor. Our CSM’s provide the critical conduit between our clients and Xceptor, acting as their trusted advisor and voice within our organization. The CSM team leverage well-defined maturity and governance models to establish value driven partnerships, focusing on deeply understanding our clients desired business outcomes, then enabling them to achieve these outcomes in the shortest and most efficient manner.
The Role
The Client Success Manager is focused on ensuring our clients maximise their benefit from their partnership with Xceptor so that they not only achieve their objectives but exceed them, expanding their adoption of Xceptor’s best in class software to achieve the operational efficiencies and success.
The role holder will achieve this by developing and using product knowledge, client adoption experience, relationship management and delivery skills to benefit the clients. The role is a consultative one - using expertise and strategic thinking to help overcome challenges on the client’s journey towards intelligent automation. The post holder must have a delivery-centric approach, with a strong understanding of what is important to the client and what success looks like, collaborating across teams to achieve this.
Key Accountabilities & Responsibilities
Client Success:
- Client Satisfaction: regular engagement, owning operational governance, managing the production service, and navigating Xceptor for the client
- Adoption: enable the client to deliver intelligent automation, drive clients towards version compliance therefore accelerating Xceptor adoption so their users onboard quickly and succeed with their goals
- Retention: provide expertise to clients to drive successful outcomes, helping them achieve maximum RoI with their Xceptor investment resulting in long term loyalty
- Expansion: helping the client to expand their use of Xceptor through use case discovery and facilitating opportunity referrals for our Sales and Partner teams
- Monitor and analyse user behaviour, volume data, feedback, and client satisfaction (NPS/CSAT), and proactively intervene to prevent churn and increase loyalty
- Support a portfolio of clients and ensure their success and satisfaction throughout their lifecycle, taking full ownership of business and delivery relationships with key stakeholders and users
- Drive upgrade, use case and new feature uptake for your clients through demos and webinars, and position our Success Packs and Professional Services for smooth enablement
- Build and maintain strong relationships with key decision-makers and influencers
- Identify and nurture client advocates who can provide testimonials, referrals, and create case studies
- Identify and address user pain points, use case troubleshooting, challenges, and opportunities
Strategic:
- Client Strategy; establish a trusted/strategic advisor relationship and drive continued value of Xceptor products and services with alignment on client goals and expectations
- Develop and execute Outcome Success Plans in partnership with clients to drive adoption, expansion, upgrades and renewal opportunities
Commercial
- Achieve agreed annual targets on Net Retention Rate (NRR), churn, client adoption, sales leads, client advocacy, professional services and client software upgrades
- Use client usage metrics and data to create client insights and drive further adoption opportunities, and help generate sales leads
Key Competencies
- Deeply understanding clients’ needs, expectations, and goals is crucial
- Building strong relationships not only with clients but also internal teams
- Identifying potential risks and resolving them before they impact client satisfaction
- Staying updated on client success trends, methodologies, and best practices
- Good knowledge of automation, AI & strong understanding of the possibility's technology offers to streamline operations, specifically within Banking and Capital Markets
- Good level of technical proficiency including understanding programming concepts and SQL
- Strong understanding of CRM, analytics, and project management tools
- Very strong presentation skills
- Very strong organisational skills with ability to work independently
Required Education and Experience
- At least 5+ years’ experience in Client Success, technical account management, or consulting in a B2B SaaS environment, working with business and technology stakeholders in Banks, Custodians, Asset & Investment Management or Fund Administrators
- Experience working in a functional or technical role for a Bank, Custodian, Asset Manager or Fund Administrator, with an understanding of trade lifecycle workflow is a plus
- CSM Certification (desirable)
- Experience delivering / managing Fintech SaaS services is advantageous
#LI-TH1
#LI-Hybrid
This is a great opportunity to join an innovative, fast-paced, highly collaborative, and forward-thinking organisation, during a significant growth phase. Xceptor is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion, or belief, ethnic or national origin, disability, age, citizenship, marital, domestic, or civil partnership status, sexual orientation, or gender identity or any other basis as protected by applicable law.
Please note:
- Xceptor works with clients in financial services and our offers of employment are subject to the satisfactory completion of background checks, which includes criminal record checks, and credit reference checks.
- If you have any employment gaps exceeding three months within the last six years, we will request additional information and evidence to clarify those periods.
Top Skills
What We Do
Xceptor delivers no-code data automation software across the enterprise. We make data ingestion, data transformation and process digitisation easy. Our platform has the power to automate even the most complex processes, end-to-end, with a single platform.
Proven by our customers. Validated by our partners. Powering industry utilities.
Why Work With Us
We offer exposure to global, blue-chip clients and an unparalleled experience of best practice. This is a fast-paced, dynamic, and highly collaborative environment where there are significant opportunities for growth and development.
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