Roles & Responsibilities

What you’llachieve:

The Principal Customer Success Manager plays a pivotal role in Outseer's (an RSA company) Client Services team, serving as a customer advocate and developing trusted advisor relationships with key clients. This role requires a passion for customer success, strong communication skills, and the ability to work collaboratively in a dynamic team environment. The Principal Customer Success Manager will leverage their knowledge of the Outseer platform to understand customer needs and provide tailored solutions, while driving activities to promote system health and improve customer satisfaction.

In addition, the Principal Customer Success Manager will collaborate with the Customer Success Management team to; Identify, create, and deliver improvements (e.g., knowledge gaps, training, process improvements) and to mentor and coach team members. Lead the company delivery processes, provide ad-hoc analysis to support strategic decisions, and partner with business leaders. Lead critical initiatives and expand our Fraud Advisory capabilities through technology, analysis, and business partnership.

Essential Requirements

· Operational Overview: Take an overarching view of multiple assigned accounts, focusing on customers' business goals to improve their technical and operational health, and maximize the value of their Outseer investment. Proactively address customer issues and challenges, leveraging resources across the Outseer organization.

· Subject Matter Expertise: Serve as a subject matter expert for all Outseer products, providing guidance on best practices, system usage, and effective fraud detection management. Ensure customers have a comprehensive understanding of product capabilities and services.

· Cross-Functional Leadership: Collaborate with sales, engineering, project managers, data science, and customer support teams to drive customer success. Stay informed about customer events, needs, potential risks, and value- added services to deliver exceptional support.

· Relationship Building: Forge strong relationships with customers and account teams, gaining a deep technical understanding of their Outseer implementation. Share standard methodologies, provide adoption of proactive services, and contribute to the customer's long-term success.

· Customer Meetings: Facilitate and lead regular customer-facing meetings, addressing inquiries, and guiding customers towards achieving their fraud detection goals. Act as a trusted advisor, answering questions, and assisting customers in leveraging Outseer effectively.

· Reporting and Analysis: Generate comprehensive monthly, quarterly, and annual reports on customers' system usage, rule performance, and actionable recommendations for future performance enhancements. Perform in-depth data analysis, considering specific customer requests, system performance findings, and risk sensor choices.

· Communication and Collaboration: Provide easy-to-understand graphical results, presentations, and reports that cater to both internal teams and customers, from executive level to technical teams. Coordinate with other teams and team members to deliver full-service solutions to customers.

· Customer Advocacy: Brief customers on the Outseer product suite, demonstrate features, and proactively anticipate customer requirements based on roadmaps and regulatory needs. Influence development direction as a customer advocate, ensuring alignment between customer needs and product roadmap.

· Escalation Management: Serve as the go-to person for customer escalations and strategic activities. Lead critical initiatives and represent customers' interests in cross-functional meetings.

· Team Support and Development: Support hiring, mentoring, and tean development activities. Contribute to the growth and development of team members.

Desired Requirements

· Bachelor’s degree or equivalent experience in Customer consulting roles.

· 12+ years’ experience in hands-on data analysis on big data and statistical models.

· 10+ years of demonstrated success in customer-facing engagements/ activities.

· Proficient in speaking, reading, and writing in English.

· Positive and proactive, can-and-will-do, team player attitude.

· Resourceful and self-sufficient, ability to work independently, finding creative solutions and engaging resources as needed to complete implementations.

· Prior experience working as a Technical Account Manager, Engagement Manager, Customer Success Manager, Technical Consultant or Technical Lead.

· Clearly relay technical knowledge to both technical and non-technical audiences, written and verbally.

· Analytical experience with wide ranging systems from Excel, Power BI, and other analysis tools.

· Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint), Teams, MS Project, Kibana, Grafana, Salesforce.

· Direct work experience with financial institutions, specifically internet banking / finance systems / fraud disciplines.

· Development of various graphical reporting tools such as Power BI, Tableau, Hive, and others.

· Basic Working knowledge of enterprise level networking (TCP/IP, VPNs, SFTP, Proxy, Firewalls).

· Work independently with minimal supervision.

· Travel to customer sites and work outside of the traditional 9-5 work arrangement when reasonably required. i.e., client dinners, global status calls, etc.

Desired Behaviors

· Change Facilitation: Encourages and supports continuous improvement of work practices and processes. Facilitates change by actively seeking opportunities for innovation and sharing ideas with the team.

· Execution Focus: Drives execution by effectively cascading departmental goals into individual goals. Sets high performance standards, communicates clear expectations, resolves problems, provides task clarity, and establishes boundaries.

· Team Management: Holds the team accountable for their performance, utilizing open and honest communication. Takes corrective actions when necessary to ensure compliance and fair treatment. Recognizes and rewards team members for their contributions.

· Motivational Leadership: Keeps the team focused and motivated by facilitating timely decision-making, knowing when to escalate issues, providing regular feedback, and maintaining open lines of communication.

· Technical Proficiency: Possesses a strong understanding of their own role and responsibilities and is familiar with the roles and tasks of team members. Demonstrates technical competence and provides guidance when needed.

· Team Development: Recognizes and understands team members' development needs and aspirations. Assigns tasks and responsibilities that align with their growth and provides coaching and support to help them reach their full potential.

· Effective Communication: Over-communicates by hosting regular team communication such as one-on-one meetings and team meetings. Ensures important and relevant information is cascaded to the team in a timely manner.

· Employee Involvement: Encourages employees to participate in decision-making processes, valuing their ideas and proposed solutions. Creates a culture of open dialogue and collaboration.

· Collaborative Management: Fosters teamwork and empowers employees to deliver their best work. Delegates responsibilities appropriately and trusts team members to take ownership of their tasks.

· Ethical Conduct and Competence: Displays ethical character and competence, earning the trust of others by acting with integrity and intention. Upholds the company's values and principles in all actions.

Role Modelling: Sets a positive example by demonstrating high levels of commitment and energy. Acts as a role model for the organization's core values and maintains high standards of behavior. Influences others positively and contributes to a positive work culture at Outseer.

Tell employers what skills you have

Annual Reports
Big Data
Ability To Work Independently
Customer Support
Customerfacing
Team Development
Escalation Management
Customer Success
MS Project
Sales Engineering
Advocate
Kibana
Customer Satisfaction
Customer Advocacy