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Title:  Customer Success Manager

Job ID:  2460
Location: 

Luxembourg, L, LU

Category:  Customer Service
Description: 

Donnelley Financial Solutions (DFIN) is a leader in risk and compliance solutions, providing insightful technology, industry expertise and data insights to clients across the globe.  We’re here to help you make smarter decisions with insightful technology, industry expertise and data insights at every stage of your business and investment lifecycles. As markets fluctuate, regulations evolve and technology advances, we’re there. And through it all, we deliver confidence with the right solutions in moments that matter. 

Summary

Acts as a project manager and service liaison between customer, product, sales and multiple production platforms.  Advocates on behalf of the client with a proactive, collaborative approach to all departments and the production teams. Uses experience and knowledge to provide advisory and consultant services to clients to provide direction in meeting their project needs and goals to achieve and meet all regulatory requirements of the client.

Works directly with clients to develops an overall plan to coordinate report production via SAAS or DFIN Managed Service models. Applies understanding of customer’s business needs in building solid customer relationships, monitoring customer satisfaction, and providing consulting in conjunction with DFIN sales.  May participate in support roles in sales presentations and client site visits with sales force.  May serve in leadership roles within shifts or project teams to lead successful accomplishment of the above objectives.  

Responsibilities

  • Engage customers to gather job requirements and translate customer requirements in to detailed workflow instructions and coordinate workflow across multiple departments such as Operations, Application Support, Template Specialists, Tier 3 Support, Tech Ops & Product Management. 
  • Management and coordination of projects for new and existing clients including managing the client experience and interaction with other team members.
  • May present internal and client presentations regarding Arc products and offerings relevant to specific client needs.  
  • Performs other related duties and participates in special projects as assigned.

Lead job duties

  • Ensure that we deliver in line with current EU regulations and our clients are enabled to complete the same. This will involve manual data processing and running the full production process for certain clients
  • Ensure that all data management, calculation, report generation and distribution tasks are clearly defined, understood, and executed on per the site operating model
  • Maintain current knowledge of all operating procedures, policies, written instructions, and other directives.
  • Provide input into our core product strategy, assist with the creation of business requirements documents and participate in UAT
  • May check work to ensure work sequences, procedures, methods, and deadlines have been met.
  • Report to management on status and progress of work and causes of work delays.

Job specific tasks

  • Creates and distributes a comprehensive KPI and scorecard reports on regular schedule
  • Highlights production milestones and client deliverables so that they can be easily identified and tracked on the production scheduling tools (APS / ArcExchange)
  • Utilizes the PCR process to be utilized to capture implementation changes, timing, and costs
  • Reviews and approves billable support activities for invoicing purposes and tracks usage versus contracted hours

Competencies

Communications
Core Functional/ Technical Skills
Customer Focus
Partnering
Problem Solving
Quality Orientation
Result Orientation
Time Management
Valuing Inclusion

Qualifications

The qualifications below are representative of the knowledge, skills, and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • 1+ years’ experience in customer success, strategic account management or software implementation in a fintech/regtech environment.
  • Experience commensurate with the size and complexity of assigned customer(s).  
  • Ideally experience working with the PRIIPS/MIFID II regulatory framework
  • Multiple in-person meetings with customers to identify opportunities for process improvement  
  • 4 years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management or account management functions.  

Donnelley Financial Solutions is committed to an inclusive, equitable and accessible workplace. Donnelley Financial Solutions welcomes and encourages applications from people with disabilities and accommodations are available for candidates taking part in all aspects of the selection process, upon request.


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