Senior Customer Success Manager, Feedzai
EMEA
Cloud-based RiskOps platform
Open for applications
Cloud-based RiskOps platform
501-1000 employees
Open for applications
501-1000 employees
Company mission
To make commerce safer for banks, retailers, payment providers, and customers.
Role
Who you are
- Bachelor's degree in Technology, Business or a related fields
- 10+ years experience in a customer facing role (consulting, customer support, account management) that includes issue resolution, relationship management and stakeholder management
- Previous experience in roles that required technical understanding, particularly in customer success management within the technology or software industry
- Strong understanding of fraud prevention space (preferably for Banks or Acquirers)
- Ability to analyze data and provide actionable insights
- Results-driven with a focus on customer satisfaction
- Passionate about delivering success for customers, embodies a customer centric mindset and strives to deliver excellence at every opportunity
- Exceptional communication, presentation and interpersonal skills. Demonstrates ability to challenge, negotiate, influence and persuade stakeholders. Ability to convey technical concepts to both technical and non-technical audiences
- Ability to work Autonomously, take ownership & accountability
- Technical and problem-solving skills with ability to understand/recognize route causes of challenges
- Organizational skills – can prioritize, multi-task and demonstrates adaptability
- Project Management skills including strong reporting capability
- Commercial & Business Acumen – understand & speak to business drivers
- Fluent in English (written and verbal)
What the job involves
- As a Senior Customer Success Manager at Feedzai, you will play a pivotal role in ensuring our clients not only derive maximum value from our products but also become enthusiastic advocates of Feedzai solutions
- You will be responsible for building and maintaining strong relationships with key stakeholders, from senior decision-makers to end-users
- Your primary objective will be to drive customer satisfaction, foster product adoption, and contribute to the overall success of our clients in leveraging Feedzai's innovative technology
- Develop and nurture strong, long-lasting relationships with key clients
- Act as the main point of contact for customer inquiries, concerns, and escalations
- Regularly engage with senior stakeholders to understand their evolving needs and expectations. Should be perceived by these stakeholders as credible and a valuable resource for the success of their initiatives
- Able to handle complex situations that require aligning multiple stakeholders from different levels of seniority and unblock issues that, though they may be customer responsibility, have an impact on the overall adoption and value realization
- Develop joint success plans with customer senior stakeholders
- Collaborate with clients to identify opportunities for maximizing the value they derive from Feedzai products
- Provide guidance and best practices to ensure clients are effectively utilizing the full range of product features
- Proactively identify and address potential challenges, working towards solutions that align with client goals
- Jointly with the key stakeholders develop a value plan with clear objectives ( such as total fraud reduction and reduced customer friction) that are aligned with their strategy
- Develop and execute tailored onboarding and training plans for clients in collaboration with the product enablement team
- Ensure clients are proficient in utilizing Feedzai products to meet their specific business objectives
- Monitor and analyze user adoption metrics, providing insights and recommendations for improvement
- Identify and nurture customer advocates who are willing to share their success stories, including participation in user groups and customer advisory boards
- Collaborate with marketing teams to create case studies, testimonials, and other materials showcasing client success with Feedzai
- Gather customer feedback on product experiences and share insights with the product development team
- Act as a bridge between clients and the Feedzai Product development organization , ensuring that client needs are considered in future product enhancements
- Proactive management of renewals - from alignment of value realization and success plans to guarantee to commercial management of the renewals
- Proactive management of account growth - Understand business dynamics at the customer and leverage those to grow revenue at the customer (focused on organic growth, i.e. based on volumes growth or other revenue drivers linked to existing use case)
Salary benchmarks
Our take
In this digital age, one of the biggest challenges is mitigating financial crime online. As more people use digital banking and commerce, there has been a significant increase in consumers being subjected to online banking fraud attacks and scams.
Feedzai makes banking and commerce safe with its financial risk management platform. Their AI platform monitors companies with more than 900 million customers in nearly 200 countries. Many of the world’s largest financial institutions such as Citibank, Fiserv, and Santander, as well as well known fintechs such as SoFi already use Feedzai’s technology.
As the use of digital banking and payments continues to grow during this boom period, so will the increase in financial crime. The company will always face a challenge to improve its technology as fraudsters find new methods to execute financial crimes. In early 2021 they raised a $200 million Series D investment round led by global investment titans KKR. With a +$1.5B valuation, the company remains focused on global expansion, further developing its product offerings, and boosting its partner strategy with a focus on the APAC region.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 6 rounds)
Mar 2021
$200m
SERIES D
Oct 2017
$50m
SERIES C
Total funding: $276.2m
Company benefits
- Health Insurance
- Remote Work Options
- Flexible Work Hours
- Personal Time Off
- Culture of Learning
- Maternity/Paternity Programs
- August 4 Day Work Weeks
- Cutting Edge Tech
- IT Allowance
Company values
- We Value The Insatiably Curious - Feedzaians believe in taking action. We keep our minds open, our curiosities piqued, and our aspirations high. We make bold moves, and although we don’t always get it perfect on the first try, we don’t let setbacks define us. When you’re solving the demanding problems we face, it’s only in our ability to embrace change and chaos that we can make a world-changing impact
- Where Ambition Meets Opportunity - Feedzaians are dynamic, tenacious, and driven by our passion to fight financial fraud and crime with our socially responsible products. Our goals might seem ambitious, but with a disruptive mission like ours, we’re up for the challenge. We don’t give up when facing adversity, nor do we slow down our fast pace. The good we do here can change the world—and it will—because we’re committed to building something extraordinary.
- We’re Fueled By Our Unshakable Team Spirit - Our differences make us stronger. Feedzaians have sharp intellect, strong work ethic, and humility. With a collaborative team spanning across the globe, our diverse perspectives help us think bigger and constantly learn. We’re always there to support teammates when they stumble and enable each other to keep reaching higher. It’s this team spirit and trust that let us go further together
- We’re Free To Shape Our Future - We grow at a fast clip and believe no challenge is too big or too small. Our fast-paced and open environment encourages us to lean in, try new things, and discover our potential. We’re empowered to spark change every day, influencing the trajectory of our company and ourselves
- We Believe In The Power Of Our Products - Our products have a magnitude of impact. From fighting financial fraud and crime to developing ethical products, we’re proud of what we do. The challenges we tackle are getting more complex, but we’ll never stop pushing forward to overcome them. That’s what makes our big (and small) wins so much more rewarding
Company HQ
Hayward Park, San Mateo, CA
Articles
Leadership
Nuno Sebastião
(CEO & Chairman)After an MBA at London Business School, they founded Feedzai in March 2010 on graduation. They have served since as CEO, alongside working as Director of ANJE and an Advisor at Oak HC/FT and PruVen Capital.
Share this job
View 10 more jobs at Feedzai