Finastra Customer Success Manager in Orlando, Florida

WHY DO WE LOVE COMING TO WORK EVERY DAY?

With over 10,000 superstars across 48 different countries globally, it is hard not to be inspired every single day. At Finastra we celebrate in global knowledge sharing, diversity and an opportunity to make a difference for each other and for our customers .

We are on a journey. After bringing two global Fintech leaders together in June 2017, Finastra has truly recognized the opportunity and power we have, by combining our expertise, successes and passion together. Whether it is in a collaboration hub or innovating with colleagues across our global landscape, we are one team creating a network of talent and creativity in a stimulating environment, to do what we can to make a difference for our customers .

Our people are leaders in their role and are always looking for new ways to help our customers grow, compete and optimize their business. From a graduate Software Engineer to an experienced Sales Executive – we are looking for personal leadership and people with the appetite to understand the markets and customers we serve. We drive innovation that challenges the status quo and feel proud of the positive differences that we make every day. We recognize talent and provide a work environment where leaders can drive results , develop and grow their careers.

Success is what you do, success is what we achieve, together.

The future of Finance is open – combine your talents with Finastra opportunities to create an exciting career with us.

For more information, visit Finastra.com

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JOB SUMMARY:

The Client Success Manager is an individual contributor in the Client Services / Support organization responsible for building strong relationships with an assigned portfolio of key and/or strategic Finastra clients. In this role you will serve as a trusted advisor and internal advocate for your clients, helping them maximize the value of their Finastra Lending solution(s) through careful resource management and strong client relationships based on accountability and trust. Individuals in this role are aligned with counterparts in the Sales organization to help these clients achieve business success with Finastra Lending products, leading to greater client satisfaction and loyalty.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Build and maintain strong relationships with assigned key and/or strategic Finastra clients.

  • Advise clients on the optimal approaches to technical challenges based on a thorough knowledge of Finastra Lending products as well as the client’s environment.

  • Work effectively with the Client Support organization to ensure support cases for assigned accounts are reaching resolution in an effective and timely manner.

  • Conduct periodic meetings with clients via telephone or onsite to ensure operational effectiveness and client satisfaction with Finastra Lending products.

  • Serve as primary point of contact inside and outside Finastra for escalated support issues.

  • Help drive continuous improvement of Finastra Lending products and processes through careful consideration and effective communication of client feedback.

QUALIFICATIONS REQUIRED:

KNOWLEDGE / SKILLS

  • In-depth understanding of at least one Finastra Lending product preferably Credit Quest, Decision Pro or Laser Pro; broad knowledge of others.

  • Demonstrated ability to work independently; good prioritization skills when workload exceeds capacity.

  • Able to organize and lead effective meetings, internally and with clients; able to organize issues and problems so next actions and current status are easy to understand.

  • Able to independently handle client escalations.

  • Strong collaboration skills; able to work effectively with other functional areas (Sales, Product Management, etc.) toward a common goal.

  • Strong sense of initiative and accountability.

  • Excellent verbal and written communication skills.

EXPERIENCE

  • 6+ years relevant work experience including customer support, consulting, and/or account management.

  • Experience in dealing with large enterprise accounts.

  • Relevant experience in understanding Financial Institution client needs.

EDUCATION / CERTIFICATIONS

  • Bachelor's degree in Business, Information Systems, Law, Finance or related discipline or equivalent experience.

OTHER:

PHYSICAL DEMANDS

  • Ability to express or exchange information by means of oral and written communication.

  • Position involves mostly sedentary work, exerting a negligible amount of effort to lift, carry, push, pull, or otherwise move objects. Work involves sitting most of the time.

  • Ability to stand, walk, reach, stoop, bend, and lift and carry up to 25 lbs. of weight (laptop, projector, suitcase, etc.).

  • Manual dexterity to input data into the computer.

TRAVEL REQUIREMENTS

  • Travel to client sites or additional Finastra offices (domestic and international) may be required, no less than 25%.

#LI-CN1

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The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you need assistance or an accommodation due to disability please contact us at 800-274-7280.

The Future is Collaborative . The Future is Open. The Future is Now.

Finastra unlocks the potential of people and businesses in finance, creating a platform for open innovation. Formed in 2017 by the combination of Misys and D+H, we provide the broadest portfolio of financial services software in the world today—spanning retail banking, transaction banking, lending, and treasury and capital markets. Our solutions enable customers to deploy mission critical technology on premises or in the cloud. Our scale and geographical reach means that we can serve customers effectively, regardless of their size or geographic location—from global financial institutions, to community banks and credit unions. Through our open, secure and reliable solutions, customers are empowered to accelerate growth, optimize cost, mitigate risk and continually evolve to meet the changing needs of their customers. 48 of the world’s top 50 banks use Finastra technology.

Finastra is an Equal Opportunity Employer in the United States. Qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, handicap or disability (physical or mental), Vietnam-era or disabled veteran status, and other factors protected by state and local laws. For more information please read Finastra's EEO Policy Statement at http://www.dh.com/sites/default/files/eeo-policy-statement.pdf .

Submitting applications for posted positions authorizes Finastra to retain personal data in accordance with applicable laws. For more information about data processing and your rights, please read Finastra's applicable Privacy Policies: for candidates within the European Economic Area (EEA & Swizerland), please refer to the EEA & Switzerland Job Applicants Privacy Notice at https://www.finastra.com/sites/default/files/2018-06/eea-switzerland-job-applicants-privacy-notice.pdf ; for others, please refer to Finastra Privacy Policy at https://www.finastra.com/privacy-policy . If you have any questions, please contact the Privacy Department at: privacy@finastra.com , or your recruitment primary contact.