Consultant, Client Success

Summary

The Customer Success team at Pismo aims to ensure customers achieve their business goals, realise the value of their investments, and have a positive experience with the product. The team engages in activities to maximise customer satisfaction and retention

What you'll do

• Build long-term strategic relationships with key stakeholders in your portfolio and develop a deep understanding of your customers’ business processes, goals, and strategies. 
• Serve as the primary point of contact for your assigned accounts, fostering trust and confidence in our partnership. 
• Develop a deep understanding of the customer's business and industry to provide solutions and advice. 
• Work closely with customers to create and execute a successful plan that aligns with their business objectives and strategy.  Also, maximise the value they receive from our solutions, by managing program engagements. 
• Act as a customer advocate, representing their feedback and needs within the company. 
• Operational Efficiency - Ensure timely resolution of customer issues, working closely across Pismo teams Drive client-specific root cause and remediation for clients with the service delivery manager. 
• Manage and follow up on client’s KPIs within Pismo (developments execution, platform performance and others). 
• Analyse and have critical thought on clients’ data to perform a strategic analysis and take decisions based on data. 
• Provide education and resources to customers to enable them to effectively use our products/services. 
• Conduct regular check-ins to ensure customers are leveraging the full capabilities of our offerings. 
• Risk Management - Identify and mitigate risks related to client engagement and service delivery. Handle escalations and resolve client issues in a timely and effective manner 
• Influence the company to adapt or create new processes with a focus to provide better experience to our customers. 
• Continuously improve the Client Success area, partnering with your peers to scale the organisational capabilities

Minimum Qualifications

Technical Skills:

• Strong experience with payments or core banking 
• Extensive experience with AWS or other cloud providers
• Has worked on microservices architecture
• Proven experience managing clients at senior level 
• Managing business risks and governance 
• Prior experience as a client success manager / Technical account manager 
• Strong experience with SaaS applications

Desirable Qualifications

• Strong understanding of processes and tools
• Has knowledge of product lifecycle