Verafin - Enterprise Customer Success Manager

at  Nasdaq

Verafin is a cutting-edge software company passionate about delivering next generation fraud and money laundering solutions to financial institutions across North America. Our rapid growth and continuing success mean we have an opening for an experienced Enterprise Customer Success Manager to join our team!
As an Enterprise Customer Success Manager, you will be working with some of our largest financial institutions, acting as a true partner to your customers and advocating for their needs.
Having the ability to build and develop internal relationships is an asset in this role. In the Enterprise space, we are building new customer-focused processes to support some of our largest customers. Our customers see us as a trustworthy resource with whom they can share their concerns and celebrate their successes!

Role Responsibilities

• Work cross-functionally across various internal teams such as Product Management, Product Development, Sales and Leadership
• Manage relationships with key contacts such as C-suite, buying influencers & other leadership
• Collaborate with your team to create and define Customer Success Management for Enterprise Level financial institutions
• Maintain a comprehensive understanding of the Verafin product suite and the ability to navigate cross-functionally to map customer needs to product solutions
• Conduct successful meetings by creating agendas, attending calls, documenting outcomes, and holding internal and external parties accountable to meet commitments
• Communicate and promote key initiatives to the customer to ensure thorough product adoption, drive retention, and seeks opportunities to expand
• Look for opportunities to ensure the customer is optimizing the application
• Empower your successor with the historical information they would need in turn to be successful in the context of account transitions

Essential Skills and Qualifications

• 5+ years demonstrated proficiency in customer relationship management
• A passion for communicating with customers, helping to ‘peel the onion’ to ensure comprehensive understanding of their needs
• Confident, articulate, and professional communication abilities
• The ability to interface and communicate effectively with multiple levels within a customer’s organization (c-suite, decision makers, users)
• Skilled in managing competing priorities while ensuring all teams are meeting requirements
• A high-level of critical thinking skills to best prioritize a customer’s needs and get buy-in from various internal partners
• A deep understanding of customer retention through relationship building
• Comfortable with delivering difficult messages and at times dealing with conflict
• Experience with Tier 1 Account management could be an asset to our team and our growth

What does success look like in this role?

• You have a ‘customer first’ attitude - our customer and internal partners see you as a trustworthy resource, with whom they can share their concerns and celebrate their successes
• Consistently bringing new ideas to the team and working on process improvements
• Organized and working cross functionally with other teams and able to multi-task and prioritize efficiently

What are the growth opportunities for this role?

• You could become the lead of a CSM team or the subject matter expert of your current team
• Your in-depth customer communication experience opens the door for you to explore other opportunities within Verafin such as Product Management, Sales and/or Technical Sales

After the purchase of Verafin by Nasdaq in 2021, we are excited to announce as of Jan 1st 2024 we have started to move toward becoming a fully integrated part of Nasdaq. The job you are applying for will be for the Verafin team as part of the larger Nasdaq organization. The folks involved in the recruitment process will be part of the Verafin team. If you are selected for an interview, we are happy to discuss any questions you may have related to these changes. Thank you for your interest in Verafin, a Nasdaq company.
This role will close on Sunday, October 6th at 11:59pm NST
This position can be located in St. John’s or Toronto, and offers the opportunity for a hybrid work environment (2 days a week in office), providing flexibility and accessibility for qualified candidates.
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.

Role Responsibilities

• Work cross-functionally across various internal teams such as Product Management, Product Development, Sales and Leadership
• Manage relationships with key contacts such as C-suite, buying influencers & other leadership
• Collaborate with your team to create and define Customer Success Management for Enterprise Level financial institutions
• Maintain a comprehensive understanding of the Verafin product suite and the ability to navigate cross-functionally to map customer needs to product solutions
• Conduct successful meetings by creating agendas, attending calls, documenting outcomes, and holding internal and external parties accountable to meet commitments
• Communicate and promote key initiatives to the customer to ensure thorough product adoption, drive retention, and seeks opportunities to expand
• Look for opportunities to ensure the customer is optimizing the application
• Empower your successor with the historical information they would need in turn to be successful in the context of account transition

What does success look like in this role?

• You have a ‘customer first’ attitude - our customer and internal partners see you as a trustworthy resource, with whom they can share their concerns and celebrate their successes
• Consistently bringing new ideas to the team and working on process improvements
• Organized and working cross functionally with other teams and able to multi-task and prioritize efficientl

What are the growth opportunities for this role?

• You could become the lead of a CSM team or the subject matter expert of your current team
• Your in-depth customer communication experience opens the door for you to explore other opportunities within Verafin such as Product Management, Sales and/or Technical Sale