At a Glance
- Tasks: Drive client success and adoption of innovative payment solutions with Tier 1 Banks.
- Company: Join a leading fintech company transforming payment processing for top banks globally.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and teamwork.
- Why this job: Be part of impactful projects that shape the future of banking technology.
- Qualifications: Experience in client-facing roles with Tier 1 Banks and strong technical understanding.
The predicted salary is between 42750 - 52250 £ per year.
- IPF is proving to be the industry standard for Tier 1 Banks in payment processing by giving clients the control to build themselves and own the solution.
- The Customer Success Manager (CSM) will play a crucial role in the on-going adoption of IPF across Tier 1 Banks in EMEA, ensuring that our clients continue to be a reference site for Icon and fully utilise the enterprise-wide benefits of IPF.
- The CSM manages senior client relationships, combining commercial, technical and industry knowledge.
Objective is to ensure commercial success and technical adoption for our IPF clients.
• The CSM will ensure that
- The relationship stays strong across a client enterprise (e. g. tech, ops, risk, compliance, etc.) via regular connections.
- The customer renews and expands their use of the product with ARR growth.
- Competitive threats or client escalation issues are mitigated.
About you
- Proven track record of working at a Software Vendor with Tier 1 Banks and FI’s in a client facing capacity.
- Experience in working in the Account-to-Account Payments industry.
- Technically proficient to be able to understand and appreciate client tech stacks and architecture.
- Demonstrates strong leadership, builds and motivates effective teams and promotes practical solutions to clients and internal teams.
- Confidence, poise and credibility necessary to effectively engage with executives in target customers to generate a trusted relationship.
- Strong commercial awareness and the ability to negotiate complex solutions.
- Excellent time management, organizational and communication skills.
- At ease with company, industry and product presentations.
What do our Client Success Manager’s do?
- The CSM will become the point of contact for the senior stakeholders within the bank and will:
- Drive adoption and value realisation through regular connections with client stakeholders (in recurring status meetings or QBRs).
- Co-ordinate internally across Icon teams to provide product roadmap feedback, identify upsell opportunities or support implementation effort.
- Manage commercial governance & stakeholders.
- Quantify client satisfaction through annual surveys.
- Understand regulatory and technical context of IPF.
- Educate clients on the full portfolio of IPF modules and roadmap, consulting and services.
- Gather intelligence across clients to enrich our understanding of client strategy and technology portfolio to enable accurate positioning of Icon’s solutions.
- Ensure that Icon is invited to participate in formal procurement processes such as RFIs, RFPs, ITTs at clients.
- Assist market communications, campaigns and promote company news across all media channels.
- Represent Icon Solutions at industry and company events.
What do they enjoy doing the most?
- Being part of large transformation programmes with Global Tier 1 Banks and using state-of-the-art technology for recognisable business benefit.
- The collaboration with a customer to help achieve their business goals and implement long-term solutions.
- The camaraderie of working in a small company/Fintech environment.
- Working in a truly collaborative environment where ideas and knowledge are freely shared.
About Us
Icon Solutions is a fintech company that has been designing and implementing state-of-the-art payments solutions since 2009.
Our core product – the Icon Payments Framework (IPF)– is an internationally proven payments development framework that is trusted by Tier 1 banks across the globe such as Citi, Nat West, UBS and BNP Paribas.
In EMEA, we are now working with 8 Tier 1 Banks, and 3 in North America. This role will be critical in managing the relationship with a subset of these clients in EMEA.
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Customer Success Manager employer: Icon Solutions Ltd
At Icon Solutions, we pride ourselves on being an exceptional employer that fosters innovation and collaboration in the fast-paced world of real-time payments. Our dynamic work culture encourages professional growth through continuous learning opportunities and hands-on experience with cutting-edge technologies, all while working alongside industry experts in a supportive environment. Located in a vibrant area, we offer competitive benefits and a commitment to work-life balance, making us an ideal choice for those seeking meaningful and rewarding careers in the financial technology sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Icon Solutions Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Icon Solutions Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Icon Solutions Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Icon Solutions Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Icon Solutions Ltd!
How to prepare for a job interview at Icon Solutions Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
