Overview

Join to apply for the Customer Success Manager role at IPC Systems.

Global Talent Acquisition | Human Resources

IPC is a fintech company that focuses on the human element. With a global presence, we support local markets with our advanced cloud-based trading communications and managed connectivity solutions. Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency. Join a team that is dedicated to delivering groundbreaking products and making a significant impact on our clients\' success.

www.IPC.com

Job Details

TITLE: Customer Success Manager

REPORTING TO: Head of Enterprise Sales

LOCATION: London, UK

ROLE TYPE: Full-time, Hybrid

Role Overview

You will join a highly motivated, energetic team that takes pride in landing new customers, running strategic sales cycles and delivering the IPC value proposition to a wide base of accounts across various industries. The Customer Success Manager is an ambitious and solution-oriented professional whose personal motivations are in place to ensure IPC customers successfully adopt our products and services with a positive experience, driving growth for IPC through adoption, expansion and retention.

How You Will Make An Impact

The Customer Success Manager at IPC Systems, Inc. is crucial for the company\'s growth and success, focusing on driving product adoption, enhancing customer experience, and fostering growth through upsell and cross-sell opportunities. This role involves providing world-class customer support, creating success plans, managing the customer lifecycle, and collaborating with other departments to deliver comprehensive solutions.

• Comply with best practice operating strategies and provide ideas and feedback to improve and enhance these
• Track and report on assigned CSM related metrics and KPIs to management through driving operational practices to track performance of teams and individuals
• Translate insights from your customers into actionable tasks that can be shared with your team and peers, whilst supporting collaboration across departments to help drive change
• Work closely with the sales management to align on strategies, products, coverage plans, and account opportunities
• Achieve monthly/quarterly quotas of pipeline, expansion and net retention
• Connector to help IPC teams improve and expand offerings
• Own and manage the process from contract signing to project handoff to provide seamless customer support
• Be a point of contact for escalation and be able to de-escalate challenging situations - managing these issues and escalating internally where needed
• Tracks and reports on CSM key metrics and KPI’s, translates customer insights into actionable tasks, and works closely with sales management to align strategies and achieve quotas
• As a "go-to expert," ensure customers successfully adopt IPC\'s products and services, driving growth through adoption, expansion, and retention
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement based on customer segmentation and leading a culture of continuous improvement and portfolio penetration
• Provide “World Class” Customer Support and act as an advocate to IPC Customers in order to deliver a market leading customer experience
• Create a success plan in partnership with your customer including onboarding, training, driving platform utilization, conducting routine business reviews, and orchestrating resources aligned to driving customer value
• Drive customer outcomes through the management of the customer lifecycle and customer experience to increase lifetime value, reduce churn, and drive new business growth
• On-site client presence acting as the point of contact for IPC on a regular cadence
• Document customer usage by user group and understand the customer’s trade workflow and ecosystem by asset class

Essential Skills and Experience

• 1-2 years of Customer Success experience, preferably within an Enterprise SaaS organization or Financial Markets
• 1-2 years of account management with demonstrated success in growth and retention
• Proven experience building internal and external relationships to drive growth
• Experience engaging with end-users, articulating product value, and driving adoption across multiple stakeholder groups
• Ability to communicate complex products and services functionality clearly and concisely
• Bachelor’s degree in business or related field
• Drive to continually improve and challenge existing processes and propose new strategies to impress and retain clients
• Great attitude that can move through ambiguity and ability to work and collaborate with a growing team
• Results-oriented and motivated to fuel IPC\'s continued growth and success
• Deliver excellent service and experiences to all clients
• Self-motivated while being team-focused
• Excellent coaching, writing, discovery and presentation skills
• Hands-on contributor willing to meet with customers as needed
• Strong analytical skills with the ability to translate strategic decisions into implications
• Passion for technology and communications, well-versed in latest trends

Desired Skills and Experience

• Experience in Financial Services
• Experience with Salesforce CRM preferred
• Ability to address complex issues with focus on customer satisfaction
• Strong verbal and written communication to facilitate clear interactions with clients
• Proficiency in analyzing customer data and feedback to improve service delivery
• Ability to build and maintain strong relationships with customers and internal teams
• Understanding of relevant technologies and tools used in customer success management
• Ability to provide strategic consultations and assist in upselling and driving new business
• Effective in mitigating attrition and resolving customer issues promptly

What’s in It for You?

At IPC, compensation is part of the package. We are committed to investing in programs and initiatives to improve the overall experience of our employees. In addition to a collaborative, high-performing team environment, we offer competitive benefits, including:

• Competitive Base Salary and Commission Plan
• Private Medical Insurance, Dental Insurance and Optical Reimbursement
• Salary Sacrifice Pension Scheme
• 25 Holidays per Year Plus Public Holidays
• Additional Time off for Charity Work and Volunteering
• Tuition Reimbursement
• Certification Bonus Program
• Access to “IPC University” our Internal E-Learning Platform
• Structured Onboarding Training and Peer Mentor Support
• Enhanced Parental Leave
• Wellness Program
• Fitness Membership
• Cycle to Work Scheme
• Season Ticket Loan
• Employee Referral Scheme

Further information about benefits will be provided during onboarding.

Additional Information

IPC supports hybrid working and an inclusive, flexible environment. We spend around 60% of time in office and 40% remote. Your precise schedule will be determined with your Line Manager before commencement.

IPC’s Work Culture: A global, inclusive, innovative culture with decades of experience in delivering ground-breaking solutions.

We are committed to diversity, open dialogue, and excellence.

We have been delivering solutions for over 50 years.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Industries: Financial Services, Technology, Information and Media, and Banking

Referrals increase your chances of interviewing at IPC Systems. Get notified about new Customer Success Manager jobs in London Area, United Kingdom.