.We are the consulting division of Davies, accelerating business, technology and people performance across financial services including banking, asset and wealth management, insurance, and other highly regulated industries.We are currently seeking a Senior Consultant who will initially work on a major client project with a FinTech business as their Senior Customer Success Manager. You will join our team on a permanent basis within our Banking & Markets practice in Madrid.The opportunity: The banking & markets practice draws on our specialist knowledge and extensive industry experience. From designing target operating models to creating risk-based management dashboards, we deliver transformative change for our clients. This role is required to immediately deliver exciting projects for a major FinTech client in Madrid.You will: The Senior Customer Success Manager (CSM) will guide our client's customers through their post-sales journey, ensuring customer satisfaction, sustained engagement, and the cultivation of enduring relationships.Main responsibilities: Manage a portfolio of enterprise customers, driving value realization from solutions.Focus on client satisfaction, enhancing retention, renewals, and adoption rates.Oversee customer adoption, emphasizing enablement and increased product usage.Collaborate internally with cross-functional teams including Sales, Solution Consulting, Customer Operations, Support, Training, and more, to provide best practices for extracting maximum value from products.Establish strategic relationships, manage customer health, and mitigate risks post-onboarding.Develop functional expertise in solutions to support day-to-day interactions.Conduct periodic strategic business reviews, aligning outcomes with solutions.Map customer businesses, ensure contract renewals, and identify new needs.Identify growth opportunities and leverage resources to drive customer success.Engage in strategic account planning with key stakeholders, acting as a renewals brand ambassador.Expand influence within accounts to drive engagement and reference ability.Provide overall customer lifecycle management, tracking improvements, conducting ad-hoc analyses, collaborating with cross-functional teams, ensuring customer satisfaction, and supporting timely payment of invoices.Requirements: 10+ years experience in customer success, customer relations or a related field.Experience in establishing relationships with senior stakeholders.Previous experience managing enterprise banking customers with/for tier1 global banks, specifically in the financial Crime or Payment space.Strong verbal and written communication skills with the ability to convey complex ideas and present business value.Effective relationship-building and influencing abilities.Demonstrated analytical and problem-solving skills.Proven quantitative data analysis skills with business insight.Independent learner with adaptability
