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Customer Success Manager (SaaS)

Experienced

Regulatory DataCorp | Sales/Marketing | London, England

Customer Success Manager

 

As part of our continued growth and commitment to our clients we have an immediate opening for a strategic Customer Success Manager.  The RDC Customer Success Manager is responsible for representing RDC and engaging with our existing clients. This is a high-touch, rapport-building position that requires strong communication skills (both verbal and written), as well as strong analytical and problem-solving skills, with a passion to give our clients the personal attention required. Our Customer Success team is a driven and passionate group of customer advocates and trusted advisors. Customer Success Managers need to understand critical use cases for the RDC technology as well as develop an understanding of typical use cases related to the solution. Customer Success Managers focus on customer health as well as opportunities for expanded utilization.

 

Key Responsibilities:

  • Be accountable for your customer’s overarching success with RDC throughout the customer lifecycle, including customer adoption, account health, expansion and retention
  • Position RDC as the trusted advisor, sharing industry best practices and RDC resources, such as training, user events, product releases, industry research and more
  • Leverage the extended RDC team to delight customers as you deliver against core business objectives and create exceptional business outcomes
  • Build generous cross-functional partnerships by contributing your customer-centric perspective to internal continuous improvement initiatives driving efficiency and effectiveness
  • Identify and partner with customer executive contacts, primary and secondary platform users
  • Oversee the program success plan, working with extended RDC team members to create actionable, timebound deliverables and ensure clear execution and communication throughout the customer journey for the customer to appreciate the full value from their investments with RDC
    • Organize and lead customer engagements including onboarding, kickoff, regular status calls, in-person quarterly business reviews, and strategic sessions
    • Monitor and analyze customer’s usage of our product
    • Present utilization information to clients with recommendations to optimize their results
    • Identify and track opportunities and risks within assigned customer base
  • Develop a comprehensive understanding of customer business challenges and appropriately map RDC best practices, features and benefits to address customer needs
  • Monitor the customer’s business by following industry news, networking and maintaining good communication with users
  • Participate in the strategic account planning approach for assigned customer portfolio; author a plan for retaining and growing customer relationships year over year; ensure internal alignment on account plans by partnering with DCS and RDC Account Managers to execute on the identified success criteria and playbooks as well as associated tasks required to achieve goals
  • Own the commercial renewal process end to end, including forecasting, account relationship status updates, and contract execution
  • Maintain strong product knowledge for training, usage and client satisfaction
  • Manage and track customer data in SF, including client contacts, org. charts, and contacts (i.e., master service agreement and SOWs)
  • May partner with marketing on various campaigns and targeted customer events

Coordinate customer-facing initiatives with other RDC teams (i.e., connect marketing with users for testimonials, connect product development with beta testers, etc.) 

About RDC

Regulatory DataCorp, Inc., (RDC), the Smarter Screening™ company, delivers powerful, decision-ready intelligence and world-class risk and compliance protection, allowing global organizations to identify banned/suspect entities, strengthen fraud protection, ensure regulatory compliance, manage supply and distribution risk, and protect their brand equity. With the world’s largest open source risk-relevant database, RDC provides AML/KYC compliance; Politically Exposed Persons (PEP) protection; emerging market intelligence; corruption, fraud and crime protection; and vendor screening and monitoring to a wide range of clients worldwide. Founded by 20 of the world’s leading financial institutions, today RDC is a Vista Equity Partners portfolio company.

 

EQUAL EMPLOYMENT OPPORTUNITY (EEO)

It is the policy of Regulatory DataCorp, Inc. and Regulatory DataCorp Limited (herein referred to as RDC) to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, RDC will provide reasonable accommodations for qualified individuals with disabilities.

 

JOB DESCRIPTION DISCLAIMER

This job description is not intended as and does not create employment contracts. RDC maintains its status as an at-will employer. All descriptions have been reviewed in an attempt to illustrate the jobs functions and basic duties that illustrate the minimal standards required to successfully perform the positions. The list of duties, responsibilities, and requirements should not be interpreted as all-inclusive.  RDC retains the right to change or assign other duties to this position.

Skills & Requirements

Minimum Requirements

  • 1-3 years of Customer Support, Customer Success or Account Management experience supporting SaaS solutions
  • Undergraduate degree BS/BA degree
  • Proficiency in the following technologies: Microsoft Office (Word, Excel, and PowerPoint), CRM (preferably Salesforce) and online meeting software
  • Must be able to handle multiple initiatives, be very organized and have an unbelievable attention to detail
  • Oral, written, and email communication skills that are timely, clear and concise; ability to communicate easily with senior executives and C-level decision makers
  • Prior experience assisting with software product demonstrations and sales presentations helpful
  • Ability to travel up to 40% of the time