Customer Success Manager

IPC is a fintech company that focuses on the human element. Having global presence, we support local markets with cutting edge cloud-based trading communications and managed connectivity.

Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

At IPC, we are committed to attracting, nurturing and promoting diverse talent across our workforce and fostering a sense of belonging within our employee family. We don't just accept differences - it's one of our core values. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

Come be part of the new team that delivers ground-breaking products for our clients.

www.IPC.com

Job Responsibilities :

• Maintain and Grow Base Manage the customer experience - Quote to Cash and order processes Provide quotationsProcess ordersImplement and complete the billing process Account Realization - Increasing Sales Upsell and conduct consultative pre-sellingAssist Sales to drive new business through time and Customer management Base Change Management Mitigate Attrition - risk analysis and managementMinimize credits and re-rates Provide strategic consultations for the Customer base to uncover new opportunities Work with Sales, Marketing and Product to help implement compelling sales and marketing programs targeted to specific financial market segments Track base performance and develop strategies and tactics to continuously improve base growthCollaborate with cross functional departments to optimize overall revenue. \
• Account Maintenance. Review and process controls for issuing creditsSecure financial awareness of Customer profiles (e.g. Billing Audits, Spend, Billing Reports)Interface with IPC Finance Collections and CustomersWork with IPC Legal Department to ensure a high level of business acumen in respect of customer contractsUnderstand customer’s standard and bespoke contractual obligations, Service Level Agreements (SLA’s), Pricing and Discount StructuresManage customer reporting and visibility of service performance through the IPC Xchange PortalOversee the development and enhancement of customer reporting improvement initiativesEnsure Customers are registered and educated on the IPC Xchange Customer PortalEnsure Customers are registered to the IPC University (Unigy E-learning, ILT & DLT)
• Training & Cutover Interface with Project Management, Sales and Installation Departments to assist with user training and cutover coverage.Schedule and perform customer user training on the features and functionality of all IPC turret platforms. User Training to be performed during standard business hoursResponsible for providing the customer with customized training material for new products and features Present on Go Live Day, assist with issues encountered at cutover and follow up with Project Manager and service technician to perform resolution of trouble
• Administration Work closely with internal IPC departments and the customer to resolve complaints & issuesAssist with maintaining customer-related data within internal IPC systems.Support special requirements and provide feedback to IT for eventual automation

Job Requirements :