Customer Success Manager

Calypso Technology and Axiom SL have merged to form a new company, Adenza.

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Division Overview

Customer Services is an integral part of Adenza’s growth and success. This division’s mission is to continuously enhance the Adenza Customer experience in how they consume the Adenza software and services, using a strategic customer-centric approach focused on driving customer adoption and retention. Thus, successfully differentiating Adenza from our competition and contributing to the net growth of our business while offering intense and excellent career development opportunities.

Team and Role Overview

At Nasdaq, our Customer Success Management practice is dedicated to delivering exceptional services to our valued customers. We aim to elevate overall customer satisfaction, setting our products and services apart in the market. Our strategic vision involves substantial investment in this area, forming a key component of our commitment to empowering the global financial system. We are currently looking for a dynamic individual to fill the role of Customer Success Manager. Join us in contributing to a mature and high-performing customer success management function, driving continuous improvement and excellence.

Department

Customer Success Management

Employment Type

Permanent – Full Time

Location

Lisbon

Workplace type

Hybrid

Responsibilities

• You will be acting as the main point of contact for customers based in Portugal
• Coordinate the services and efforts of the Nasdaq FinTech and partner with customers to align with their strategy, address burning issues, and mitigate risks
• Work closely with Sales, Customer Delivery, Customer Support, and Engineering to proactively manage relationships with customers.
• Vigorously evangelize and establish the Nasdaq’s engagement model for allocated accounts
• Lead business reviews/ executive meetings with customers to track current projects, explore new sales opportunities, and manage escalations where required
• Achieve and maintain a measurable improvement in customer satisfaction
• Understand the customer ‘topology’, and their goals, and determine ways in which Nasdaq could help to address these goals and strategies.
• Build strong relationships with the stakeholders (internal and external) to achieve the desired outcome
• Accelerate the discovery of upsell opportunities within the portfolio of accounts and drive the discovery of cross-functional opportunities for adoption growth
• Proactively seek ways of improving the services provided by the Customer Success team

Skills And Requirements

• 8+ years of experience in Customer Success, Account Management or Professional Services role within Consulting or SaaS organization, specifically for the capital markets or regulatory industries
• Fluent in English and {additional language if required} (both written and verbal), any other additional languages would be advantageous
• Experience in using Customer Success tools such as Salesforce, Planhat, Gainsight, PowerBi, ChurnZero, or others
• Educated to degree level (or equivalent)
• Able to thrive in a dynamic, fast paced, entrepreneurial, and ever-changing working environment with an emphasis on delivering solutions to meet our aggressive deadlines
• Deep understanding of software development life cycles
• Strong persuasion, argumentation, and diplomacy skills to manage and build consensus throughout the customer success department, its activities, and relevant stakeholders
• Ability to work within a team environment and be focused on providing a high quality of service to customers
• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward
• Strong business acumen, judgment, creativity, and exceptional problem-solving skills
• Self-starter, ambitious, accountable, and motivated to do the right thing

More About Us

Why Apply:

Adenza’s mission to pioneer innovative technology offering efficient, accessible, transparent, fully integrated solutions is only achievable due to our outstanding workforce. The fusion of deep technical knowledge with the element of human passion, understanding, and energy is what makes Adenza’s employees exceptional. At Adenza, we offer great opportunities to collaborate on challenging and relevant issues in financial services and technology. As we continue our exciting growth trajectory, we recognize how important investing in the best talent across the globe is. Are you self-driven, innovative, execution-focused, and customer-centric? If yes, we want to invest in you.

Adenza is an equal opportunity employer (EOE). We are dedicated to building and supporting a culture of diverse perspectives and talents as well as inclusivity to support individual growth and superior business results.

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About Adenza

Adenza provides customers with end-to-end trading, treasury, risk management, and regulatory compliance platforms which can be delivered on-premise or on-cloud. We enable the world’s largest financial institutions to consolidate and streamline their operations with front-to-back solutions integrated with data management and reporting. We give them a single source of truth across the business. 

With headquarters in London and New York, Adenza has more than 60,000 users across global, central, and regional banks, broker-dealers, insurers, asset managers, pension funds, hedge funds, stock exchanges and clearing houses, securities services providers, and corporates.

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