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- Tasks: Manage client relationships, ensuring satisfaction and timely delivery of services.
- Company: ACAMS is a global leader in anti-financial crime education and networking.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Join a mission-driven team focused on ending financial crime and enhancing customer experiences.
- Qualifications: Bachelor's degree or equivalent experience; 5 years in customer success preferred.
- Other info: Diversity and inclusion are core values at ACAMS; we welcome all applicants.
The predicted salary is between 30000 - 45000 ÂŁ per year.
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Who We Are
ACAMS is a leading international membership organization dedicated to providing opportunities for anti-financial crime (AFC) education, best practices, and peer-to-peer networking to AFC professionals globally. With over 100,000 members across 180 jurisdictions, ACAMS is committed to the mission of ending financial crime through the provision of anti-money laundering/counterterrorism-financing and sanctions knowledge-sharing, thought leadership, risk-mitigation services, ESG initiatives, and platforms for public-private dialogue. The association’s CAMS certification is the gold- standard qualification for AFC professionals, while its CGSS and CCAS certifications are for sanctions professionals and AFC practitioners working in the crypto space, respectively. ACAMS’ 60+ Chapters globally further amplify the association’s mission through training and networking initiatives. Visit acams.org for more information.
Who We Are
ACAMS is a leading international membership organization dedicated to providing opportunities for anti-financial crime (AFC) education, best practices, and peer-to-peer networking to AFC professionals globally. With over 100,000 members across 180 jurisdictions, ACAMS is committed to the mission of ending financial crime through the provision of anti-money laundering/counterterrorism-financing and sanctions knowledge-sharing, thought leadership, risk-mitigation services, ESG initiatives, and platforms for public-private dialogue. The association’s CAMS certification is the gold- standard qualification for AFC professionals, while its CGSS and CCAS certifications are for sanctions professionals and AFC practitioners working in the crypto space, respectively. ACAMS’ 60+ Chapters globally further amplify the association’s mission through training and networking initiatives. Visit acams.org for more information.
Opportunity at a Glance
The Sr Customer Success Specialist is an integral part of the EMEA team, dedicated to enhancing customer experience and retention. This role ensures all initiatives meet agreed-upon scope, timelines, and budget. We’re looking for a proactive individual who will work closely with the team, partnering with sales managers to execute customer success plans, build strong relationships with customers, and collaborate with cross-functional teams to deliver consistently excellent customer experiences. Our ideal candidate is passionate about problem-solving and improving relationships, with a proven track record of managing multiple clients and deliverables concurrently.
Responsibilities
- Operational Relationship Management: Own the overall operational relationship with an assigned portfolio of clients, including onboarding, implementation, training (demo’s, business reviews etc.), and ensuring high levels of customer satisfaction. Manage and resolve all customer, sales, and partnership cases (via call or email) within defined KPIs (SLA, Quality, and Customer Satisfaction), providing excellent service experiences.
- Sales Partnership: Act as a trusted partner for sales to maintain and execute customer success strategies and best practices to maintain and improve key KPI’s (churn, renewals, usage, NPS etc.).
- Effective Communication: Communicate effectively with both internal and customer stakeholders to understand customer needs, maximize retention and growth, and share insights.
- Metrics and Data Management: Maintain existing customer success metrics and data as directed.
- Customer Deliverables Management:
- Ensure timely delivery of all deliverables according to the agreed schedule; prepare regular status reports and conduct regular status meetings with internal and external teams, documenting minutes and actions.
- Coordinate internal resources and third parties/vendors for seamless execution.
- Manage changes to operational scope, schedule, and costs while ensuring process documentation is up to date.
- Event Support: Lead/support the delivery of key ACAMS events (in-person and virtual) as assigned.
- Time Management: Manage personal time effectively to maximize utilization and balance demands from multiple deliverables.
Qualifications
- Minimum bachelor’s degree in a business or IT related field required or equivalent experience
- Up to 5 years of relevant customer success/ customer & account management experience leading delivery. Preferably within the Fintech/ SaaS/ Financial Services sector.
- Experience/ ability managing multiple customer deliverables concurrently.
- Good stakeholder management, organisation and influencing skills with good business acumen.
- Technology-savvy and an intermediate user of applications like MS Office suite, including reporting and analytics tools, etc.
- Fluent written and spoken English is a must, additional European language proficiency preferred.
EEO
We are proud to be an EEO employer M/F/D/V. At ACAMS, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.
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Customer Success Senior Specialist employer: ACAMS
Contact Detail:
ACAMS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Senior Specialist
✨Tip Number 1
Familiarise yourself with ACAMS and its mission in the anti-financial crime sector. Understanding their values and objectives will help you align your responses during interviews, showcasing your passion for customer success in this specific field.
✨Tip Number 2
Network with current or former employees of ACAMS through platforms like LinkedIn. Engaging in conversations can provide you with insider knowledge about the company culture and expectations, which can be invaluable during the interview process.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed customer relationships and improved satisfaction in previous roles. Tailoring your experiences to reflect the responsibilities outlined in the job description will demonstrate your suitability for the position.
✨Tip Number 4
Stay updated on trends and challenges in the financial services and fintech sectors. Being knowledgeable about current issues will allow you to engage in meaningful discussions during interviews, showing that you're proactive and well-informed.
We think you need these skills to ace Customer Success Senior Specialist
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications for the Customer Success Senior Specialist role. Tailor your application to highlight relevant experiences that align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in customer success or account management, particularly within the Fintech, SaaS, or Financial Services sectors. Use specific examples to demonstrate your ability to manage multiple clients and deliverables.
Showcase Communication Skills: Effective communication is key for this role. Make sure to illustrate your communication skills in your application by providing examples of how you've successfully interacted with stakeholders or resolved customer issues.
Tailor Your Cover Letter: Craft a personalised cover letter that reflects your passion for anti-financial crime education and your understanding of ACAMS' mission. Mention how your skills and experiences can contribute to enhancing customer experience and retention.
How to prepare for a job interview at ACAMS
✨Understand ACAMS' Mission
Before your interview, make sure you understand ACAMS' commitment to ending financial crime. Familiarise yourself with their certifications and initiatives, as this will show your genuine interest in the role and the organisation.
✨Showcase Your Customer Success Experience
Be prepared to discuss your previous experience in customer success or account management. Highlight specific examples where you've improved customer satisfaction or managed multiple deliverables effectively, as this aligns with the responsibilities of the role.
✨Demonstrate Problem-Solving Skills
Since the role requires a proactive approach to problem-solving, think of instances where you've successfully resolved customer issues or improved processes. Be ready to share these stories during your interview to illustrate your capabilities.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to manage relationships and deliverables. Practice articulating how you would handle specific situations related to customer onboarding, training, or managing expectations, as this will showcase your strategic thinking.
