Head of Customer Success Management

Sopra Banking Software is the partner of choice for more than 1,500 financial institutions worldwide.

The rich variety of our software, the strength of our conviction and our passion for innovation enable us to support our clients on a daily basis and in their projects, as well as in their goals regarding financial inclusion.

Our customers, based in over 80 countries around the world, benefit every day from our technologies and software, as well as the expertise of our 5,000 employees.

Sopra Banking Software is a subsidiary of the Sopra Steria Group, a European leader in consulting, digital services and software development. With more than 46,000 employees, the Sopra Steria Group generated a turnover of €4.3 billion in 2020.

A key success factor in the delivery of SaaS is an established Customer Success Management function.

As Head of Customer Success Management, you will be a senior manager within the Demand vertical of Specialized Finance working with the Specialized SaaS and small customer portfolio to help retain and grow accounts through ensuring that customers are achieving their outcomes and having a positive experience on that journey.

You should be able to leverage your experience of and knowledge of Customer Success Management theory and practice to establish a Customer Success Management team which is focussed on the retention and growth of SaaS customers along with any other customers that present as SaaS customers even where the delivery model for a service is not SaaS.

You will work closely with colleagues in the Product, Sales, Business Development and Customer team. With the aim of establishing a Customer Success Management team and framework which delivers customers outcomes, understands and facilitates improvement of customer experience, builds the necessary capabilities internally that a modern CSM function demands.

**Responsibilities**:

- Build a Customer Success Management capability to support the SaaS delivery channel for Specialized Finance products.
- Design and implement methods for managing large volumes of customer in terms of understanding and measuring Customer Experience and Success in terms of achieving Outcomes.
- Establish practices which utilise data to better target time and resources in terms of engaging with customers.
- Work with product owners to help prioritise roadmap development items.
- To have a working understanding of the products.
- To develop relationships with senior stakeholders at the customers.
- Determine, develop and deliver strategies to target existing customers’ businesses.
- Make recommendations to customers of improvements and solutions
- Present findings and recommendations to customers and internal stakeholders to secure investment into proposals
- Prepare business proposals and presentations
- Lead and manage those within the team.
- Generate return on investment through measurable customer improvement and/or cross sell revenue.
- Experience of working in or leading a Customer Success Management team for a SaaS vendor.
- An understanding of CSM theory.
- An understanding of the software development cycles.
- Financial Sector experience, particularly Asset Finance.
- Commercial awareness and understanding of customer business environments.
- Strong empathy for customers and passion for revenue and growth
- Ability to manage influence through persuasion, negotiation, and consensus building
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Experience in leading customer-facing teams.
- Understanding of value drivers in recurring revenue business models
- Enthusiastic and creative leader with the ability to inspire others
- Excellent communication and presentation skills

The salary for this role is circa £60,000 & by joining the Sopra Banking Software team you will enjoy a market competitive salary and our excellent rewards and benefits schemes including a 6% pension contribution, employee share scheme (buy one get one free), an option to buy or sell holiday days, medical insurance, critical illness cover, a health cash plan, and we offer flexible working arrangements to all employees, plus many more excellent benefits.

Sopra Banking Software are proud to be an inclusive employer. This role is supported by flexible working, based from our Bristol office we offer up to 3 days per week flexible remote working, with 2 days per week office based or on customer sites as required. All employees are supported to work from home with DSE assessments and IT equipment where required to be fully productive when remote working.
- At Sopra Banking Software, you can come as you are. We embrace diversity in all its forms. We’re committed to fostering a work environment that is inclusive and respectful of all differences, we value diversity at our company and do not discriminate on the basis of race, ethnicity, religion, gender, sexual orientation, age or disability status. All personal inform