Atlanta, GA

Customer Success Director

The Opportunity

We are looking for top talent to join our growing team to be based in our Atlanta office; someone with a standout personality, customer-centric and high levels of integrity. The Customer Success team has the ultimate responsibility to safeguard the relationships with our customers and ensure they are achieving the outcomes they want from Featurespace. This is a role which requires tight co-ordination and time management working with every team in the business to provide comprehensive services, products and solutions to a customer.

Reporting to the Head of Customer Success the successful candidate will work alongside the wider commercial and operational teams with the primary role of ensuring that our customers are getting the highest level of benefit from their investment in Featurespace. In parallel, you will ensure the Featurespace business is seen as the go to solution provider and a safe pair of hands for all fraud and risk related solutions inside our customers.

Our Customer Success Directors deliver a comprehensive customer-centric program designed to surprise and delight our customers. At Featurespace Customer Success Directors are expected to manage customer expectations by being transparent and proactive and drive through opportunities for advocacy wherever possible.  While expanding the revenue investment of a customer is part of the role, this should result from working closely with customers and truly understanding their needs.

Day to Day

 

  • Full commercial responsibility for a top tier customer, including:
    • Understanding account white space and identifying new opportunities as well as renewal of contracts
    • Producing renewal decks, proposals/contracts and forecasting to the business on pipeline and potential risk
  • Ensure a partnership approach by identifying all client stakeholders, decision-makers, and influencers and assuring solid professional relationships with a focus on the value being delivered
  • Coordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects
  • Conduct regular risk assessments on all accounts ensuring timely resolution or avoidance of issues
  • Create strategic internal account plans and customer success plans for effective planning and growth of account
  • Work with marketing to facilitate the production of relevant, high impact materials and sales decks
  • Plan client meetings/events and coordinate sales enablement sessions in a ‘train the trainer’ format
  • Manage customer escalations and proactively identify future potential roadblocks to minimize risk
  • Effectively communicate the voice of customer within Featurespace, including to senior management and the Delivery team
  • Act as a mentor to other team members and proactively contribute to business objective

 

Apply now

Meet Rosanna, Senior Implementation Engineer at Featurespace

Check out Rosanna’s blog to see what life at Featurespace is really like!

Read Rosanna's blog

About you

Please note:

Applicants must be currently authorized to work in the United States for any employer

No sponsorship is available for this position

We are only considering candidates with relevant payments or banking technology experience for this role.

  • Exceptional relationship building skills: active listening, warm and friendly, but firm and decisive
  • Extensive experience managing accounts independently and achieving or exceeding revenue related targets
  • Bachelor’s degree or extensive relevant experience required
  • Experience managing relationships with senior and technical stakeholders internally and externally
  • Significant payments or banking industry knowledge and experience required – expertise in fraud and risk management systems is also desirable
  • Negotiation and sales skills (ability to construct proposals and close account deals and renewals)
  • Inspirational presentation and communication skills (verbal and written)
  • Excellent organizational capabilities – project coordination, time management, attention to detail
  • Adaptable to change and embracing of fast-paced environments
  • Ability to navigate and understand complex technical projects and translate to the customer where appropriate
  • Coachability and willingness to support others
  • Demonstrates an ability to operate strategically, while understanding the granular details of the customer and their product use case
  • Experience managing and negotiating with C-Level stakeholders in FTSE100 level accounts
  • Experience mentoring other team members
  • Flexibility to travel as required

Personal Qualities

The work is often challenging and fast paced. As such we are looking for someone who has the following qualities:

  • Resilience in the face of change
  • Great organisational skills
  • Good common sense and a logical thinker
  • A passion to work for one of the fastest growing fraud prevention technologies in the world

 

And most importantly, a small-company attitude: willingness to adapt to a variable role, wearing many different hats from day to day.

How to apply

If you think you’re a good fit for the role above, we would love to hear from you.

Fill out the short application form, upload your CV and one of the team will get back to you.

Please note:

Applicants must be currently authorized to work in the United States for any employer

No sponsorship is available for this position

If you have any questions or queries regarding this role, or life at Featurespace, please contact [email protected]

Featurespace Job Application Privacy Notice

Featurespace Ltd., is committed to comply with the General Data Protection Legislation and any implementing legislation (the “Data Protection Legislation”) and will process your Personal Data in accordance with the Data Protection Legislation and information security legislation. Any capitalised terms used in this Privacy Notice shall be given the same definition as in the Data Protection Legislation.

This Privacy Notice sets out the basis on which Featurespace Ltd will process Personal Data relating to job applicants.

The Data Controller is Featurespace Ltd., 3rd Floor, Broers Building, Hauser Forum, 21 JJ Thomson Avenue, Cambridge CB3 0FA

Data refers to both Personal Data and Special Categories of Data. Your job application and the Personal Data held within it will be processed to assess your viability for the stated role. We may also process any information that you provide about your health, for the sole purpose of assessing whether any adjustments may need to be made to the recruitment process to accommodate you . If your application is unsuccessful, Featurespace will retain your Data for 24 months after the end of the recruitment process. Your Personal Data is processed in accordance with our legitimate interests of making sound recruitment decisions. You are under no obligation to provide us with your Personal Data. However without this, we cannot assess your job application. We will only process information about your health for the purpose of making reasonable adjustments to the recruitment process (if applicable), in accordance with our legal obligations. You have the following rights in relation to the processing of your Data: The right to be informed about how your Data is processed. You have the right to object to the processing of your Data based on our legitimate interests as outlined above. The right of access, to your Data and supplementary information relating to our use of your Data. In certain circumstances, we reserve the right to charge you for exercising this right. The right to rectification, if your Data is inaccurate or incomplete. In certain circumstances, the right to erasure, request the deletion of, or removal of, your Data. In certain circumstances, the right to restrict processing, block any further processing of your Data. We shall respond to any request made by you without delay and in any case within a month of your request. The right to complain to the Information Commissioner’s Office if you believe that your data protection/privacy rights have been breached. Your application will be submitted and stored on an application database (Greenhouse). Access to your Data on Greenhouse is limited to the relevant persons for your application- our internal recruiters, the hiring manager and interviewer(s). Your CV may be printed and shown to consulted decision makers, any physical copies will be securely and confidentially destroyed after a decision has been made on your application. Your CV is transferred to a third country, outside of the EEA, when it is processed by Greenhouse. Greenhouse meet the technical and organisational data security measures outlined in the GDPR Article 32, and are SOC2 Type II certified. We do not envisage that any decision will be taken about your application using automated means.