Joinus as an Aptitude Client Success Manager (CSM) where you will play a key role in ensuring client success by accelerating software adoption, delivering exceptional outcomes, and fostering strong relationships with stakeholders. You will develop joint Success Plans, offer strategic solutions to complex needs, drive revenue growth, manage contract renewals, and provide basic consultancy support to clients, all while executing strategic initiatives to drive client success.
Your Responsibilities Will Include
Compelling successful Client outcomes by collaborating with the Client Success team to achieve >94% client retention and increase NPS across Aptitude's global client base.
Building trusted advisory relationships with Clients through regular communication, delivering promised value, and driving client adoption of Aptitude's product sets.
Managing escalations following a methodical process and represent Aptitude at all levels of a client's organization.
Driving value for Aptitude's Clients by defining, demonstrating ROI, and tracking the value delivered through reporting frameworks.
Developing commercially fruitful relationships with key business executives, seek growth opportunities, and deliver renewal proposals in partnership with Commercial Finance.
Aligning value opportunities with the Partnerships Team, provide feedback to improve onboarding processes, and contribute to the success of client relationships gained through strategic partners.
Advocating for Clients internally, gather feedback for continuous improvement, and foster a company-wide culture of Client Success.
Ensuring accurate reporting, update client health reporting, and joint Client Success Plans for your group of accounts.
Becoming an Aptitude Champion by understanding the product suite, promoting features with Clients, and supporting product questions.
Demonstrating good communication, organizational, and presentation skills, and remain calm and professional in a fast-paced environment.
Working with senior executives, address escalated Client issues, and collaborate effectively across internal and external stakeholders.
We'll provide you with the opportunity to grow your expertise in an environment that supports you, your life and your career.
We'll also offer you a competitive salary and commission, as well as the following benefits:
401(k) retirement plan with matching
Healthcare benefits – medical insurance, dental insurance and vision plan
ShareSave scheme (ability to purchase company shares on preferential terms)
Work from home options
Job requirements
Ideally, You Will Have The Following Experience And Skills
3+ years of experience in client facing role within a SaaS organisation, ideally within the financial technology sector.
Experience in aligning on complex client requirements and delivering successful outcomes.
Experience in commercial ownership and managing P&L for a group of clients, projects or business units.
Best-in-class communication, negotiation and presentation skills.
Entreprenurial, can-do attitude and great team ethic.
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