Cambridge or London, UK

Senior Customer Success Director

The Opportunity

Featurespace is looking for an outstanding Senior Customer Success Director to join our Customer Success team in our Cambridge or London office.

In your role as Senior Customer Success Director you will help us achieve our goals and delivery success on behalf of our customers by leading the EMEA Customer Success team as they grow and expand our clients commercially, strengthen our relationships, and continually improve client satisfaction and thus renewal of our accounts.

Day to Day

Direct responsibility for:

  • Managing and mentoring the EMEA Customer Success Team. Ensures team remains motivated in fulfilling all their responsibilities
    • Applying extensive industry knowledge where necessary
  • Acts as a deputy to the Global VP of Customer Success
  • Building internal stakeholder relationships and providing excellent upward reporting, leveraging reporting tools and CRM (Salesforce)
  • Supports all complex customer negotiations and acts as a senior escalation point within the Customer Success team
  • Key senior contact for Tier 1 EMEA accounts
  • Proactively identifies and mitigates risks in the EMEA customer portfolio
  • Hiring to fill vacancies in the team
  • Works with team to ensure accurate forecasting and develops account strategies

Ensuring EMEA Customer Success Team Fulfils Their Responsibilities to:

  • Understanding customer’s business and overall strategy and identifying and mapping the white space, creation of sales action plans for new opportunities
  • Leading the selling of new product capability including the creation and management of new proposals, work requests and SOWs
  • Forecasting to the business on opportunity pipeline, revenue forecast and potential risk
  • Engage and operate at the C-Suite level within the account and own the orchestration of Featurespace senior management into the account
  • Deliver regular proactive customer engagement to key stakeholders within your accounts with a focus on the value being delivered, Featurespace updates and new requirements being managed.
  • Co-ordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects and new opportunities are accurately scoped
  • Collaborating with matrix team, create and execute strategic account plans for assigned accounts. Coordinate the matrix team, including an assigned Customer Success Manager, to deliver agreed targets and KPIs. Present the account plan annually to internal management to agree objectives and review previous year’s achievement to plan.
  • Working with marketing, generate customer advocacy and contribute to customer events when required
  • Manage customer escalations and proactively identify future potential roadblocks to minimise risk
  • Effectively communicate the voice of customer within Featurespace including to senior management and the delivery team.
Apply now

Meet Lucy, Director of Analytics at Featurespace

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

Read Lucy's blog

About you

Must haves:

  • Experience managing and negotiating with C-level commercial and technical stakeholders within complex, global accounts (FTSE 100 level)
  • Experience managing other team members, preferably within Customer Success or Account Management
  • Extensive payments and banking industry knowledge, particularly with Tier 1 financial institutions, merchant acquirers and payment processors
  • Bachelor’s degree (or equivalent) or significant relevant experience required
  • Exceptional relationship building skills: active listening, warm and friendly but firm and decisive, a proactive ‘go-getter’!
  • Strong commercial acumen; a skilled negotiator, capable of closing large opportunities and navigating legal and contractual requirements
  • Inspirational presentation and communication skills (verbal and written)
  • Excellent organisational capabilities – coordinate the whole organisation engagement, 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
  • Demonstrate full competence navigating and connecting ARIC and Featurespace to customer requirements and/or possess extensive industry experience e.g. fraud, risk management, financial services
  • Extensive experience managing accounts independently and achieving or exceeding revenue related targets
  • Flexibility to travel as required

 

Good to haves:

  • Foreign language skills
  • Master’s degree

Personal Qualities

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

  • Commitment to delivering success on behalf of our customers
  • Enthusiasm to grow and develop your career in a fast-paced company
  • Passion for teamwork in a high-performance group

 

And most importantly, a small-company attitude: willingness to adapt to a variable role and a great can-do attitude.

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: we are only able to accept applications from people who are already eligible to work in the UK.

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., 140 Cambridge Science Park, Milton Road, Cambridge, CB4 0GF.

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.