Customer Success Manager

IPC is a fintech company that focuses on the human element. With a global presence, we support local markets with our advanced cloud-based trading communications and managed connectivity solutions.

Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

Join a team that is dedicated to delivering groundbreaking products and making a significant impact on our clients' success.

IPC.com" id="menur47p">www.IPC.com

TITLE: Customer Success Manager

DEPARTMENT: Sales

REPORTING TO: Regional Head of Customer Success Manager

LOCATION: London, UK

ROLE TYPE: Full-time, Hybrid

Role Overview:

You will join a highly motivated, energetic team that takes pride in landing new customers, running strategic sales cycles and delivering the IPC value proposition to a wide base of accounts across various industries.

The Customer Success Manager is an ambitious and solution-oriented professional whose personal motivations are in place to ensure IPC customers successfully adopt our products and services with a positive experience, driving growth for IPC through adoption, expansion and retention.

How You Will Make an Impact

The Customer Success Manager at IPC Systems, Inc. is crucial for the company's growth and success, focusing on driving product adoption, enhancing customer experience, and fostering growth through upsell and cross-sell opportunities.

This role involves providing world-class customer support, creating success plans, managing the customer lifecycle, and collaborating with other departments to deliver comprehensive solutions.

• Comply with best practice operating strategies and provide ideas and feedback to improve and enhance these
• Track and report on assigned CSM related metrics and KPIs to management through driving operational practices to track performance of teams and individuals
• Translate insights from your customers into actionable tasks that can be shared with your team and peers, whilst supporting collaboration across departments to help drive change
• Work closely with the sales management to align on strategies, products, coverage plans, and account opportunities
• Achieve monthly/quarterly quotas of pipeline, expansion and net retention
• Connector to help IPC teams improve and expand offerings
• Own and manage the process from contract signing to project handoff to provide seamless customer support
• Be a point of contact for escalation and be able to de-escalate challenging situations - managing these issues and escalating internally where needed
• Tracks and reports on CSM key metrics and KPI’s, translates customer insights into actionable tasks, and works closely with sales management to align strategies and achieve quotas.
• Track and report on assigned CSM related metrics and KPIs to management through driving operational practices to track performance of teams and individuals
• As a "go-to expert," they ensure customers successfully adopt IPC's products and services, driving growth through adoption, expansion, and retention.
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approached based on customer segmentation and leading a culture of continuous improvement and portfolio penetration
• Provide “World Class” Customer Support and act as an advocate to IPC Customers in order to deliver a market leading customer experience
• Create a success plan in partnership with your customer including onboarding, training, driving platform utilization, conducting routine business reviews, and orchestrating resources aligned to driving customer value
• Drive customer outcomes through the management of the customer lifecycle and customer experience through the influence of future lifetime value through higher product adoption, customer satisfaction and overall health scores and reduce churn and drive new business growth
• On site client presence acting as the POC for IPC on a regular cadence.
• Document customer usage by user group and understand the customer’s trade workflow and ecosystem by asset class.

Essential Skills and Experience to be Successful in this Role:

• 1-2 years of Customer Success experience, preferably within an Enterprise SaaS organization or Financial Markets
• 1-2 years of account management and experience with demonstrated success in growth and retention
• Proven experience in building effective internal and external relationships to drive growth
• Experience engaging with end-users, articulating the value of a product, and driving adoption across multiple stakeholder groups
• Ability to communicate complex products and services functionality clearly and concisely
• Bachelor’s degree in business or related field
• Drive to continually improve and challenge existing processes and propose new strategies that help impress and retain clients
• Great attitude that can move through ambiguity and ability to work and collaborate with a growing team
• Results-oriented individual who is excited by the prospect of fueling the continued growth and success of IPC