About the Role
We're the world's leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organization can address the scale, precision, pace and trust that this demands, and we're proud to support the global economy.
We're unique too. We were established to find a better way for the global financial community to move value – a reliable, safe, and secure approach that the community can trust, completely. We're always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.
We are looking for a dynamic Customer Success Manager (CSM) to join our team at Swift - Society for Worldwide Interbank Financial Telecommunication. In this role, you will be at the forefront of proactive customer engagement, guiding customers beyond the onboarding phase to ensure they maximize the value of Swift's products and services. Your efforts will directly contribute to helping customers achieve their desired outcomes and foster ongoing active usage.
Responsibilities:
Customer facing: The role focuses on proactive customer engagement to ensure customers maximize value from Swift products and services.
Data-driven Engagement: Using data insights, responsible for analyzing customer data, developing engagement strategies, and working directly with customers to create success plans.
Customer Communication: Regular outreach and communication with customers are key, either at the group or individual level.
Customer Success Plans: The CSM will collaborate with customers to design and follow up on success plans, indicating a hands-on approach to customer engagement management.
Collaboration: The job involves collaborating with various internal teams (product, business development, and CX) to ensure continuous improvement in customer experience.
Content Development: Creating training materials, playbooks, and guides under supervision.
Qualifications:
Must-Have Skills: The position requires excellent communication, relationship-building, open mind to learn, and analytical skills. The ability to juggle multiple priorities is also critical.
Nice-to-Have Skills: Prior experience in customer success roles, professional services, customer services, knowledge of Swift products, and familiarity with APIs are considered advantageous.
Cultural Fit: Experience in a multi-cultural and multi-country team environment would be advantageous. Multilingual abilities are a plus.
Join our team and be part of an extraordinary organisation that is dedicated to supporting the global economy. We value diversity and believe in creating an inclusive environment where everyone's voice is heard and respected. At Swift, we encourage individuals who are excited about the role to apply, even if they do not meet every qualification. Your outstanding perspective and ideas are what make our team exceptional.
What we offer:
We put you in control of your career
We give you a competitive package
We help you perform at your best
We help you make a difference
We give you the freedom to be yourself
We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. An environment in which everyone's voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion, sexual orientation, or veteran/military status.
Summary
Location: Madrid, SpainType: Full time
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