Senior Customer Success Manager, Capital Markets (Toronto, Ontario)
Remote (Canada, USA, Ireland & UK)

FINCAD empowers Capital Market participants to solve derivative analytics problems with innovative simplicity. The key to our success for over 30 years is our unique combination of innovative engineering and a highly dedicated team committed to going above and beyond to help customers and partners achieve their goals. FINCAD is now the Capital Markets Group within Zafin. Products and services will continue to be offered under the FINCAD brand. Headquartered in Vancouver, Canada with offices globally, FINCAD delivers the technology that instills Confidence in Risk.

We are proud to be recognized as a Top Employer in British Columbia for the last 11 years and a Top Canadian SME employer for the last three years in a row.

As a Senior Customer Success Manager, reporting to VP, Customer Success, you will work directly with our customers to ensure they are getting most value out of our products and services. You will be responsible for executing the strategic customer engagements to augment business value by continuously managing and improving user experience, customer retention and business expansion and continuity. Furthermore, you will act as a liaison between product, service, and sales, incorporating product expertise and customer feedback. Thus, you will be the "voice of the customer."

In this position, you get to:

  • Build strategic senior level relationships with assigned customers and continually delight them with a positive, customer-centric attitude.
  • Provide proactive strategy update with assigned customer accounts.
  • Become an expert in the way our customers operate and educate internal stakeholders on how to support them more strategically.
  • Work closely with Sales, Product Development and Services teams to ensure an exceptional customer experience.
  • Be a customer advocate while capturing customer feedback and reporting requests to internal stakeholders and senior management.
  • Efficiently manage time to focus on essential activities to ensure customer satisfaction, retention, and account growth.
  • Support revenue retention and growth through increased service adoption and increased usage.
  • Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities.
  • Identify and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc.
  • Determine usage patterns and use them to gain insights and provide guidance to Sales, Marketing and Product Strategy in identifying opportunities and increase customer satisfaction.
  • Be a customer advocate while capturing customer feedback and reporting requests to internal stakeholders and senior management.

To be successful in this role, you must have:

  • 5+ years of experience in a customer facing role including technology delivery, account management, sales or pre-sales within or servicing Capital Markets clients.
  • Ideally up to 3 years experience in a Customer Success role within Capital Markets.
  • Previous capital markets expertise working with derivatives and fixed income analytics in trading, risk management or related technology is very beneficial.
  • Exceptional stakeholder management skills including the ability to build and nurture strategic relationships within cross functional teams and managing account risks and issues escalations as necessary.
  • Exceptional collaboration and communication skills with the ability to influence multiple stakeholders, prospective and actual clients without direct authority.
  • Empathic communicator being the voice of the customer internally and closely engaged with the customers to maximize the success of their solutions.
  • Skills to proactively orchestrate the customer's journey towards their goals.
  • Bachelor's degree in a technical discipline, such as quantitative finance, financial engineering, mathematics, or physics.
  • PLEASE NOTE: Preference will be give to those candidates that have...
    • graduated with an advanced degree (Masters or PhD) in a technical discipline, such as quantitative finance, financial engineering, mathematics, or physics.
    • worked as a consultant and/or other professional/client services teams on software implementation projects or some experience in product management.

Why choose FINCAD as your preferred employer?

At FINCAD you get to solve interesting problems in an intellectually challenging environment and work alongside very smart and hard-working people to build something that matters. The learning is continuous and in addition to competitive rewards, a flexible work environment, we offer a generous vacation policy.

We have transitioned to a flexible working approach and this role is expected to be remote, ideally in either the US or Canada. A willingness to work flexible hours given global collaboration across the Pacific, Eastern and European time zones is essential.

In addition to competitive salary and a great place to work, we offer:

  • Flexibility: At FINCAD, it's about getting the job done. You have flexibility when it comes to where and when you work.
  • Supportive Environment: We get that our team members have lives outside of work. We are understanding and supporting them in any way we can.
  • Professional Development: We offer a development-focused working environment that provides continual opportunities to learn and hone your skills.
  • Community Involvement: Working at FINCAD means you will be able to give back to your local and global communities with our organized volunteer efforts. And we welcome you taking initiative on where we can get involved more.
  • Time to Recharge: Our people work hard. And we realize it's important for them to have time to relax and recharge. That's why we offer a minimum of four weeks vacation to all employees.
  • Wellness Plans: We provide competitive health, dental and retirement plans in each of the countries we operate.