At a Glance
- Tasks: Maximise customer adoption and retention for high-value accounts in Treasury & Capital Markets.
- Company: Join Teciem, a leader in treasury and capital markets software solutions.
- Benefits: Competitive salary, diverse work culture, and opportunities for professional growth.
- Other info: Diversity is key at Teciem; we welcome talent from all backgrounds.
- Why this job: Be a trusted advisor and make a real impact on customer success.
- Qualifications: 10+ years in presales or support of financial services systems required.
The predicted salary is between 60000 - 80000 £ per year.
You will join Teciem’s European Customer Success & Solutions Consulting team, a unified organization that brings together Solution Consultants, hybrid presales/CSM profiles, and retention‑focused Customer Success leaders. As a Senior Customer Success Executive (Retention Lead), you will be the primary strategic advisor for Teciem’s high‑value and complex accounts.
Your mission is to maximize adoption, ensure stability, deepen product usage, and guide customers on how to extract full value from Teciem’s platforms. This solution‑oriented, product‑competitive role focuses on customer retention and adoption rather than commercial account management. You will work closely with clients to understand their operating model, identify improvement opportunities, and demonstrate relevant capabilities and modules to support their transformation journey.
Key Responsibilities & Deliverables
- Own the retention and adoption strategy for a portfolio of complex Treasury & Capital Markets clients.
- Lead customer engagement programs including health checks, “walk the floor” assessments, usage reviews, and operating model analysis, and follow up on the execution of delivered recommendations.
- Drive customer retention, with clear accountability for stabilizing relationships, strengthening adoption, and ensuring long‑term platform success.
- Serve as a trusted advisor on system usage/adoption, functional workflows, best practices, and product evolution across Summit, Kondor, and Sophis.
- Build and execute Customer Success Plans reflecting each client’s strategy, goals, operating model, and maturity.
- Understand client front‑to‑back workflows, integration landscape, and functional usage, identify gaps and optimization opportunities.
- Recommend best practices around usage, processes, and platform evolution to improve resilience, efficiency, and adoption.
- Conduct on‑site and remote analysis sessions that benchmark customer maturity and identify improvement opportunities.
- Explain relevant modules, features, and new capabilities that support customer objectives.
- Support presales when deeper, cross‑product demonstrations are needed.
- Act as the primary owner of at‑risk customers, leading early identification, root‑cause analysis, and structured recovery plans.
- Be directly responsible for retention outcomes by proactively addressing usage gaps, operational issues, or declining satisfaction.
- Coordinate effectively with support teams on production escalations, ensuring transparency and high‑quality resolution.
- Identify new modules or services aligned with operational needs and demonstrate their value.
- Provide the functional, operational, and architectural context needed for Sales/Presales to shape expansion discussions.
- Prepare functional rationales or value cases for customers considering enhancements or modernization initiatives.
Required Experience & Skills
- Professional Background: 10+ years in presales, delivery, or support of Treasury & Capital Markets systems. Expertise with at least one major platform: Summit, Kondor or equivalent financial services solutions. Ability to understand and demonstrate product capabilities, workflows, and front‑to‑back business processes.
- Core Skills: Strong analytical and problem‑solving skills, able to interpret usage and performance data, identify root causes, and translate insights into actionable recommendations. Exceptional communication, presentation, and stakeholder management abilities, with confidence engaging audiences from operational teams to senior executives. Ability to challenge, influence, and guide customers constructively to adopt best practices and improve their operating model. Comfortable delivering demos, walkthroughs, and advisory sessions that articulate functional value and system capabilities. Highly autonomous, organized, and adaptable, able to prioritize and manage multiple complex accounts simultaneously. Strong ownership mindset, capable of coordinating cross‑functional teams (Services, Product, Support, Presales) to drive customer outcomes. Solid project management capability, including structured reporting, action tracking, and facilitation of governance meetings. Fluency in English; French, German, or Italian strongly preferred.
Education & Certifications:
- Bachelor’s or Master’s degree in Finance, Computer Science, Engineering, Mathematics, Information Systems, or similar. Professional development in Treasury & Capital Markets technology or financial engineering preferred. Experience or training in presentation delivery and consultative engagement is beneficial.
Diversity & Inclusion
At Teciem, we design, build, and deliver front‑to‑back treasury and capital markets software solutions for financial institutions worldwide. We welcome talent from all walks of life and encourage applications from individuals of all genders, races, ages, abilities, identities, and beliefs. Together, we’re shaping a culture where diversity isn’t just celebrated — it’s essential to our success. We are an Equal Opportunity Employer; we provide equal employment opportunities to all persons, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
Customer Success Executive in London employer: TUK TCMI UK Ltd
At Teciem, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation within our European Customer Success & Solutions Consulting team. Our commitment to employee growth is evident through tailored development opportunities and a focus on diversity and inclusion, ensuring that every voice is heard and valued. Located in a vibrant environment, we empower our Customer Success Executives to thrive as strategic advisors, making a meaningful impact on our clients' success while enjoying a supportive and engaging workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TUK TCMI UK 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 TUK TCMI UK 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 Executive in London
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 TUK TCMI UK Ltd:Your cover letter is your chance to shine! Tell us why you want to work at TUK TCMI UK 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 TUK TCMI UK Ltd!
How to prepare for a job interview at TUK TCMI UK 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.
