Customer Success Manager

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We do this through the pioneering spirit of 7500+ Temenosians who are passionate about making banking better, together.
We serve over 3000 banks from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.
At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

Focused on helping our customers achieve their desired outcomes by delivering exceptional value, support, and experiences throughout the customer journey. It involves building strong relationships with customers, understanding their goals and challenges, and proactively addressing their needs to ensure their long-term success and satisfaction with the Temenos solutions.
Reporting to the Customer Success Director, the Customer Success Manager focuses on ensuring optimal outcomes for our customers and growing our commercial relationship specifically within the French African countries. The role is a key contributor in developing and implementing success strategies with senior management.

• You will develop relationships with senior managers/executives in the banking and financial services industry, in particular our existing customers, to advocate and promote TEMENOS products and services, and to achieve their business outcomes while balancing commercial awareness and sensibility.
• You will deliver Customer Success Plans for each of your customers in region
• You will provide accurate forecast information through T-Force (our Salesforce tool).
• You will take a leading role in major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review in line with the major incident management process.
• You will have a good understanding of what Customer Journey and Customer Journey Mapping is.
• You will understand the concept of Customer Advocacy.
• You will formulate strategies for increasing NPS.

• You should have a proven record of accomplishment of Customer Success and achievement of targets in the banking and financial services sectors, and substantial relevant experience within the same domain (4 years or more).
• You should have at least 4 years` experience in dealing with people at all levels within an organization and show and demonstrate skills with key decision makers.
• You should have an understanding of banking operations and relevant processes (front, middle, back office), thorough understanding of IT processes and implementations from both functional and technical perspectives.
• You should preferably have a university education in relevant business disciplines or relevant experience.
• You should have effective communication, presentation, and interpersonal skills. International exposure and ability to be deployed across region as required - English and French language skills. French is essential at business level proficiency.
• It is very important that you are the central point for your customer and with this be on-site at customer offices, willing to travel upto 75% of your time.