The Customer Success Manager (CSM) will be dedicated to a select pool of our existing largest global strategic partners. This group are key to the lifeblood of Token.io and this individual will serve as a central point of contact for these customers during the entire life cycle of their usage of Token.io solutions. You will work across Token.io's market-leading Open Payments proposition, encompassing engagement with opportunities and activities throughout Europe.
As a trusted advisor, facilitator and advocate, your role is to ensure that customers achieve their strategic business goals and realise value from their use of Token.io's Open Banking products and services. As this is a commercially focussed role, measurement of your success will ultimately be visible through the increase in transactional volumes against set targets through their existing engagement, but also the promotion of new and additional services and lengthened relationships.
The CSM will build and maintain positive relationships by engaging with multiple contacts at a variety of levels, including executive roles.
You will be responsible for building and implementing a detailed account enablement plan for each of these strategic relationships. This plan will drive adoption and volume, realise value, and will also bridge the gap between the product teams to ensure a consistent knowledge-share of the latest features and developments.
It is essential for the success of this role within Token.io that any perceived challenges that may impact adoption and volume increase are clearly identified and mitigation plans created.
What you'll do day2day
- 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.
- Internally, 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.
We’d like to hear from candidates with:
- A commercially focussed behavioural style that gets excited by achieving empirical targets
- A 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.
And, it’s also good if you have:
- Experience within Open Banking, Open Payments or Open Finance
- Experience in a fast-growing Fintech start-up or scale-up
Open to all
Token is building an open future for everyone. We don’t just accept different points of view, lived experiences and new ways of thinking — we search them out. They help us make better products, better decisions, and a better place for everyone to work. So, come as you are. We acknowledge and embrace different backgrounds, identities and abilities. Respect is our default, and empathy is our baseline. No one succeeds until we all do.
