Join us in transforming data into insightful solutions.

Client Success Manager - FinTech/Capital Markets

London

ABOUT XCEPTOR

Data is at the heart of everything we do: Xceptor has been designed around data manipulation in its broadest sense. We source data from wherever it flows. We curate, normalise, validate, repair, and enrich that data so it reaches its destination in a reliable and consistent format. Data coming out of Xceptor is data our clients can trust.

We are recognised as an expert in the Financial Services vertical, which strongly aligns with Business Users in Middle and Back-Office teams. We enable these users to solve their data challenges by themselves, rather than through a technology-led project.

Our People are subject matter experts. We understand our client’s challenges and we’ve got the experience and knowledge to solve them. Our talented team has a deep understanding of the unique challenges of the industry - we can empathise, engage, and speak the same language as our clients.

Our Vision is to be the leading platform for automating data flows.

Our Mission is to empower business users within Financial Institutions to build automated processes that deliver trusted data.

Our Values were created by our people, and speak to both who we are, and who we aspire to be. Ambition is in our DNA, and we embrace any opportunities ahead. Our curiosity and desire to grow drives us to learn from our customers and those around us. Our people are empowered, accountable, and deliver. We pull together, step up and focus on outcomes. The brilliance of our people makes a positive difference.

Business area and team

The Client Success Management (CSM) function accompanies our clients in every phase of their journey with Xceptor. Our CSMs provide the critical conduit between our clients and Xceptor, acting as their trusted advisor and voice within our organization. The CSM team leverages well-defined maturity and governance models to establish value-driven partnerships, focusing on deeply understanding our clients' desired business outcomes, then enabling them to achieve these outcomes in the shortest and most efficient manner.

The Role

The Client Success Manager is focused on ensuring our clients maximize their benefit from their partnership with Xceptor so that they not only achieve their objectives but exceed them, expanding their adoption of Xceptor’s best-in-class software to achieve operational efficiencies and success.

The role holder will develop and use product knowledge, client adoption experience, relationship management, and delivery skills to benefit the clients. The role is a consultative one - using expertise and strategic thinking to help overcome challenges on the client’s journey towards intelligent automation. The post holder must have a delivery-centric approach, with a strong understanding of what is important to the client and what success looks like, collaborating across teams to achieve this.

Key Accountabilities & Responsibilities

Client Success:

• Client Satisfaction: engage regularly, own operational governance, manage the production service, and navigate Xceptor for the client
• Adoption: enable the client to deliver intelligent automation, accelerate Xceptor adoption so their users onboard quickly and succeed with their goals
• Retention: provide expertise to clients to drive successful outcomes, helping them achieve maximum ROI with their Xceptor investment, resulting in long-term loyalty
• Expansion: assist the client in expanding their use of Xceptor through use case discovery and facilitate opportunity referrals for our Sales and Partner teams
• Monitor and analyze user behavior, volume data, feedback, and client satisfaction (NPS/CSAT), proactively intervening to prevent churn and increase loyalty
• Support a portfolio of clients, ensuring their success and satisfaction throughout their lifecycle, owning business and delivery relationships with stakeholders and users
• Drive upgrade, use case, and new feature uptake through demos and webinars, and position Success Packs and Professional Services for smooth enablement
• Build and maintain strong relationships with key decision-makers and influencers
• Identify and nurture client advocates for testimonials, referrals, and case studies
• Identify and address user pain points, troubleshooting use cases, challenges, and opportunities

Strategic:

• Establish a trusted/strategic advisor relationship with clients and drive continued value of Xceptor products and services, aligning with client goals and expectations
• Develop and execute Outcome Success Plans in partnership with clients to drive adoption, expansion, upgrades, and renewal opportunities

Commercial:

• Achieve annual targets on Net Retention Rate (NRR), churn, client adoption, sales leads, client advocacy, professional services, and software upgrades
• Use client usage metrics and data to generate insights and identify further adoption opportunities and sales leads
• Deeply understand clients’ needs, expectations, and goals
• Build strong relationships with clients and internal teams
• Identify potential risks and resolve them proactively
• Stay updated on client success trends, methodologies, and best practices
• Maintain good knowledge of automation, AI, and the technology's capabilities to streamline operations, especially in Banking and Capital Markets
• Possess a good level of technical proficiency, including understanding programming concepts and SQL
• Have a strong understanding of CRM, analytics, and project management tools
• Exhibit very strong presentation skills
• Demonstrate very strong organizational skills and the ability to work independently

Required Education and Experience

• At least 2+ years’ experience in Client Success, technical account management, or consulting in a B2B SaaS environment, working with stakeholders in Banks, Custodians, Asset & Investment Management, or Fund Admin
• Experience in a functional or technical role for a Bank, Custodian, Asset Manager, or Fund Administrator, with an understanding of trade lifecycle workflow is a plus
• Experience delivering/managing Fintech SaaS services is advantageous
• Gainsight and Salesforce experience (desirable)

#LI-HA1 #LI-Hybrid

This is a great opportunity to join an innovative, fast-paced, highly collaborative, and forward-thinking organization, during a significant growth phase. Xceptor is an equal opportunity employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion, or belief, ethnic or national origin, disability, age, citizenship, marital, domestic, or civil partnership status, sexual orientation, or gender identity or any other basis as protected by law.

Please note:

• Xceptor works with clients in financial services and our offers of employment are subject to background checks, including criminal record and credit reference checks.
• If you have employment gaps exceeding three months within the last six years, we will request additional information and evidence to clarify those periods.

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We’re ambitious and innovative, empowered to collaborate effectively to deliver quality outcomes for each of our clients. These are the values that drive who we are and how we work.