Customer Success Manager

Reporting to the Operations Manager, the Customer Success Manager is a member of the U.S. team with the responsibility to manage and deliver high priority client and internal projects (product development & translations, systems implementation etc.) to agreed scope, timelines and budget. We’re specifically looking for a customer success manager who will roll up their sleeves and work with the team from inside the trenches. As a key member of specific client teams, you will partner with relevant sales managers to help craft the customer success plan, building strong relationships with customers and collaborating with cross-functional teams internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find and execute solutions, and improve relationships. To succeed in this role, you should have relevant customer facing project & solution management experience and a demonstrated record of managing multiple clients and deliverables concurrently.

Objectives of this role: 

• Own overall operational relationship with assigned clients, which includes managing on-boarding, implementation, training, and high levels of customer satisfaction.
• Trusted partner for sales to maintain and develop customer success strategies and best practices.
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
• Maintain existing customer success metrics and data as directed.

Project and program management:

1. Overall responsibility to ensure timely delivery of all project deliverables within budget and to agreed schedule; prepares regular status and reports and executes regular status meetings with the project teams documenting the minutes and actions.
2. Coordinate internal resources and third parties/vendors for the flawless execution of projects.
3. Manage changes to the project/ operational scope, schedule and costs using appropriate verification techniques. Ensure process documentation is up to date.
4. Manage the relationship with the client and all stakeholders.
5. Manages their own time effectively to maximize utilization and to balance demands from multiple projects.

Qualifications and Experience: 

• Minimum bachelor’s degree in a business or IT related field required.
• Minimum of 5+ years of relevant project planning and management experience leading diverse projects. Preferably within Fintech/ SaaS/ Financial Services sector.
• PMP/ Prince2 certification essential with the ability & experience managing multiple projects concurrently.
• Strong Stakeholder Management, Project Management & Influencing skills with good business acumen.
• Experience in managing project teams across different locations, internal & external etc.
• Technology-savvy with advanced user of applications like MS office suite including Visio, project management solutions, reporting and analytics tools like Qlikview, Power BI etc.
• Fluent written and spoken English & Spanish is a must

EEO

We are proud to be an EEO employer M/F/D/V. At ACAMS, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.
 
Who We Are

ACAMS is a leading international membership organization dedicated to providing opportunities for anti-financial crime (AFC) education, best practices, and peer-to-peer networking to AFC professionals globally. With over 100,000 members across 180 jurisdictions, ACAMS is committed to the mission of ending financial crime through the provision of anti-money laundering/counterterrorism-financing and sanctions knowledge-sharing, thought leadership, risk-mitigation services, ESG initiatives, and platforms for public-private dialogue. The association’s CAMS certification is the gold- standard qualification for AFC professionals, while its CGSS and CCAS certifications are for sanctions professionals and AFC practitioners working in the crypto space, respectively. ACAMS’ 60+ Chapters globally further amplify the association’s mission through training and networking initiatives. Visit acams.org for more information.