Token.io is hiring a
Customer Success Manager

Summary

The Customer Success Manager will manage a select group of strategic partners, ensuring they achieve their business goals using Token.io's Open Banking products and services. The role is commercially focused and success will be measured by increased transactional volumes against set targets.

Requirements

• A commercially focused behavioral style that gets excited by achieving empirical targets
• Proven track record in strategic relationship management
• Previous experience working in a Client Success role with a Solution/SaaS vendor, having led high volume and complex relationships
• Knowledge and experience within a payments organisation will allow the successful applicant to engage and progress with our strategic customers far more swiftly and efficiently
• The ability to demonstrate account portfolio planning proficiency, combined with the ability to prioritise work and strong time management skills
• Organisation skills and a structured working approach are critical, plus the ability to deal with several different customers/activities in parallel
• Excellent interpersonal skills and the confidence to be an open advocate, willing to push back when needed
• Possess excellent verbal and written communication skills, including ability to present to decision-makers
• Ability to deliver customised presentations and demonstrations, either via web conference or face-to-face. Including the delivery of quarterly business reviews
• Must be highly self-managed, responsive, with a passion to serve the customer
• A strong desire to invest in your own professional and personal development, whereby you'll take ownership over acquiring additional skills and knowledge beyond that required by the organisation and day-to-day demands of the role
• Ability to influence and drive issue resolution with cross-functional teams within the organisation

Responsibilities

• Seek and implement incremental transactional volume initiatives and opportunities
• Understand customer strategy, establish and coordinate training, adoption, and usage
• Navigate customer landscapes to develop a maintainable trusted advisor relationship with executive sponsors, as well as project/product owners
• Evangelise Token products/technology to excite and encourage strategic customers to push the boundaries of what they can achieve with Account-to-Account payments
• Build and implement a global enablement plan to demonstrate a clear path to significantly increased transactional volumes
• Lead, manage and participate in activities that drive adoption and consistent active use (eg. Sales training, Webinars, SME status)
• Drive regular relationship oversight with well-designed reporting on KPIs, results & actionable items
• Planning and orchestration of regular Strategic Business Reviews/Executive engagements
• Engage at an early stage of the Customer journey to ensure close alignment with Sales, Implementation and Product teams
• Work closely and proactively with existing Programme Managers and Technical Account Managers to ensure that customer expectations are consistently met and surpassed
• Provide clear and concise input into the Product organisation to ensure that the requirements of our Strategic Customers are understood, plus aligned with the Token roadmap
• Responsibility for the overall customer health reporting and monitoring
• Opening up communication channels between every part of Token to resolve issues and improve processes

Preferred Qualifications

• Experience within Open Banking, Open Payments or Open Finance
• Experience in a fast-growing Fintech start-up or scale-up