Strategic Accounts Relationship Manager (CSM)

Job Description

Trintech is seeking an experienced, executive-customer-focused individual to join our team as Strategic Accounts Relationship Manager within the Customer Success Organization. The primary driver for this role is forging executive level relationships within a defined customer base to ensure satisfaction, retention, and growth. As a key member of the Strategic Accounts Solutions Team, you will be responsible for delivering a differentiated experience by serving as a trusted advisor to our strategic customers by maximizing the value of our software, services and Trintech partner network. As part of the Strategic Customer Success Team, this customer-facing role will constantly monitor and work to enhance the overall customer experience. In addition, this position will require working productively to create strong working relationships within Trintechs customer facing teams as well as senior leaders. PRIMARY RESPONSIBILITIES Formally forge and engage in effective relationships across the customers executive suite, including but not limited to the CFO, CTO/CIO, and COO, serving as the thought partner around financial transformation technology trends and the ongoing evolution of Trintechs product strategy. Lead and co-create strategies that deliver a value-added customer experience; executing on Trintechs end-to-end customer journey to establish long-term influence, differentiate our partnership, and clearly result in revenue growth and retention. Strategize and plan tactics to leverage in-depth industry expertise and business acumen to drive successful customer outcomes, differentiating Trintechs position as an elite provider of Financial Corporate Performance (FCPM) software. Lead a book of 20-25 enterprise customers, primarily Frontier. REQUIREMENTS Senior level customer success experience including navigating the complexity of Fortune 100 customers. Can define and monitor key success metrics, review web analytics, identify opportunities for improvement and communicate results and recommendations. Strong verbal and written communication skills and demonstrated ability to interact with all levels of leadership Exceptional deductive reasoning and analytical skills Demonstrated proficiencies with financial technologies and tools Ability to quickly grasp and distinctly explain technological and business concepts. EDUCATION & EXPERIENCE Bachelors degree in Finance, Accounting, IT or equivalent experience in a role focused on the office of finance and accounting 5-10 years of experience in consulting, including ownership of customer relationships and outcomes Customer-first mindset Strong understanding of B2B SaaS solutions and how they are deployed Proven ability to manage customer relationships and drive continuous process improvement Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required Ability to respond to high-impact customer/product escalations in a way that drives customer loyalty including the ability to listen and speak clearly to customers Ability to work closely with other leaders to identify and develop plans to address business opportunities and challenges across functional boundaries and global regions Sound business judgment and proven ability to influence others Creative problem solver Excellent communication skills Familiarity with Salesforce.com