Specialist - Client Success Manager, FinTech

at  Nasdaq

Division Overview
Customer Services is an integral part of Nasdaq’s growth and success. This division’s mission is to continuously enhance our customer’s experience in how they utilize Nasdaq’s world-leading platforms and services to meet their desired business outcomes.
Our mission is centered around the continuous enhancement of the customer experience, ensuring that our clients optimally utilize Nasdaq’s world-leading platforms and services to achieve their desired business outcomes. We believe in advancing and powering economic progress for all, and our commitment to this purpose is reflected in our investments in new capabilities, including cloud and AI, as well as top-tier talent.
Team and Role Overview/About Nasdaq Customer Success Management:
At Nasdaq, our Customer Success Management practice is dedicated to delivering exceptional services to our valued customers. We aim to elevate overall customer satisfaction, setting our products and services apart in the market. Our strategic vision involves substantial investment in this area, forming a key component of our commitment to empower the global financial system. We are currently looking for a dynamic individual to fill the role of Customer Success Manager. Join us in contributing to a mature and high-performing customer success management function, driving continuous improvement and excellence.

Responsibilities

• You will be acting as the main point of contact for customers based in Lisbon.
• Co-ordinate the services and efforts of the Nasdaq FinTech and partner with customers to align with their strategy, address burning issues and mitigate risks.
• Work closely with Sales, Customer Delivery, Customer Support and Engineering to proactively manage relationships with customers.
• Vigorously evangelize and establish the Nasdaq’s engagement model for allocated accounts.
• Lead business reviews/ executive meetings with customers to supervise current projects, explore new sales opportunities and manage escalations where required.
• Achieve and maintain a measurable improvement in customer satisfaction.
• Understand the customer ‘topology’, their goals, and determine ways in which Nasdaq could help to address these goals and strategies.
• Build strong relationships with the stakeholders (internal and external) to achieve the desired outcome.
• Accelerate the discovery of upsell opportunities within the portfolio of accounts and drive the discovery of cross-functional opportunities for adoption growth.
• Proactively seek ways of improving the services provided by the Customer Success team

Requirements

• Experience in Customer Success, Account Management or Professional Services role within Consulting or SaaS organization, specifically for the capital markets or regulatory industries.
• Fluent in English (both written and verbal) and Spanish.
• Experience in using Customer Success tools such as Salesforce, Planhat, Gainsight, PowerBi, ChurnZero, or others.
• Educated to degree level (or equivalent).
• Able to thrive in a dynamic, fast paced, entrepreneurial, and ever-changing working environment with an emphasis on delivering solutions to meet our aggressive deadlines.
• Deep understanding of software development life cycles.
• Strong persuasion, argumentation, and diplomacy skills to manage and build consensus throughout the customer success department, its activities, and relevant stakeholders.
• Ability to work within a team environment and be focused on providing a high quality of service to customers.
• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
• Strong business acumen, judgment, creativity, and exceptional problem-solving skills.
• Self-starter, ambitious, accountable, and motivated to do the right thing.

Why Apply?

• At Nasdaq, our purpose is to advance economic progress for all. We deliver on this through our world-leading platforms that enhance the liquidity, transparency, and integrity of the world’s financial system.
• We are an incredibly dynamic organization, and our people have a tremendous willingness to constantly challenge themselves and seek ways to evolve. We pride ourselves on taking the initiative to embrace change rather than allow external forces to redefine our trajectory.

Come as You Are
Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

• You will be acting as the main point of contact for customers based in Lisbon.
• Co-ordinate the services and efforts of the Nasdaq FinTech and partner with customers to align with their strategy, address burning issues and mitigate risks.
• Work closely with Sales, Customer Delivery, Customer Support and Engineering to proactively manage relationships with customers.
• Vigorously evangelize and establish the Nasdaq’s engagement model for allocated accounts.
• Lead business reviews/ executive meetings with customers to supervise current projects, explore new sales opportunities and manage escalations where required.
• Achieve and maintain a measurable improvement in customer satisfaction.
• Understand the customer ‘topology’, their goals, and determine ways in which Nasdaq could help to address these goals and strategies.
• Build strong relationships with the stakeholders (internal and external) to achieve the desired outcome.
• Accelerate the discovery of upsell opportunities within the portfolio of accounts and drive the discovery of cross-functional opportunities for adoption growth.
• Proactively seek ways of improving the services provided by the Customer Success tea