Senior Client Success Manager

The Role

You will be joining the EMEA Client Success Team, focused on Duco’s Growth and Tier 2 clients. Reporting to the Regional Head of Client Success, your ultimate goal is to drive successful outcomes for our clients and further adoption of the Duco platform, both through existing and new use cases.

Primary Responsibilities

Lead Duco’s Growth Client Segment, enabling these Accounts on the Duco platform and helping them achieve their desired outcomes and ROI

• Resulting in product adoption, increased usage, retention and accelerated growth.


• Understand the client’s business objectives and articulate value realisation back to the client.


• Identify opportunities for expansion, services and training. Partnering with account management to build a business case.


• Track client health and risk indicators, usage patterns, proactively identifying risks and taking action to improve retention and outcomes.


• You will be the primary day to day operational point of contact for these clients.

Build and maintain trusted advisor relationships with relevant and senior stakeholders

• Lead governance (EBR’s, CI calls etc.) and adhoc meetings with the relevant and senior stakeholders.


• Handle strategic account conversations and guide Senior Stakeholders on industry and Duco best practices.

Develop robust knowledge and understanding of Duco’s Product Offerings

• Firm and demonstrable understanding of how Duco’s capabilities can help solve client pain points and drive value.


• Perform demos and training on Duco’s offerings.


• Lead client workshops, provide best practice guidance, driving adoption and growth.


• Leverage your knowledge of Duco’s capabilities and how it adds value for similar clients to effectively guide clients towards their desired outcomes.

Be the voice of the client within Duco and the Duco voice to the client. Collaborate cross-departmentally to help drive client outcomes and deliver value

• Work closely with Product and Engineering teams and leadership to drive the strategic roadmap, client projects/deliverables and relevant initiatives.


• Partner with Professional Services to deliver onboarding, implementation and growth projects.


• Partner with Support to ensure client outcomes and satisfaction in BAU.


• Partner with Account Management to drive account and stakeholder expansion.  


• Partner with Marketing and Proposition Enablement to drive capability awareness, adoption and client success stories.

We are looking for someone with:

• 5+ years experience in a Customer Success, Pre-Sales (Solutions Architect/Solutions Consulting), Consulting or Project Management role ideally with experience managing a high touch motion. Preferably experience within a Capital Markets SaaS or Financial Services environment.


• Experience managing a client segment or multiple high-touch projects/accounts including establishing and optimising processes and playbooks. 


• An understanding of capital markets or post trade technology with a track record of success working with buy and sell side institutions


• Awareness of relevant financial market regulations such as CFTC, SFTR, EMIR, and Transaction Reporting


• An understanding of the post trade lifecycle and data automation challenges including Intelligent Document Processing, ETL, Data Orchestration or similar technologies.


• Strong presentation and communication skills so that you can explain concepts and user stories with confidence.


• Approach problems with a practical mindset, focusing on realistic solutions that are both effective and efficient.


• Strong challenge management skills, able to independently address complex asks and resolve challenges.


• Ownership mindset, able to independently lead key client engagements and drive outcomes.


• Consultative and Technical acumen able to leverage tools like Tableau and articulate technical concepts.


• Experience with CRM and Operations platforms like Salesforce, Vitally etc.


• Added bonus if you are fluent in a second language (Spanish, Dutch, French)


• Ability to travel 30% of the time.

Benefits:

• A market standard salary aligned with your skills and experience. Reviewed annually


• Healthcare cashback scheme and private medical insurance


• Death in service cover of 4 x annual salary


• Employee Assistance Programme, for extra support outside of work


• £300 allowance to make your home working environment comfortable


• Unlimited annual holiday, because we trust our people to manage their own time off


• Hybrid work arrangement, with three days in office and two from home


• Opportunity to work abroad for up to 6 weeks per year


• Enhanced family leave provisions


• Personal learning and development opportunities (annual dedicated budget)


• Referral bonus if we hire someone great who you’ve recommended to us


• An Employee Equity Purchase Scheme, so you have a personal investment in the success of the company


• Employee of the Month and Employee of the Year awards


• 4 Volunteering days off that can be used flexibly based on the employee’s choice of initiative


• Salary Sacrifice Schemes - Cycle to Work, Tech Scheme