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Verafin - Customer Success Manager



Customer Service, Sales & Business Development
St. John's, NL, Canada
Posted on Wednesday, May 22, 2024

Verafin is a cutting-edge software company focused on delivering next generation fraud and money laundering solutions to financial institutions across North America. Our rapid growth and continuing success means we have an opening for an experienced Customer Success Manager to join our team!

As a Customer Success Manager, you will work as a consultative partner to Verafin customers, providing excellent customer service and building rapport with key contacts. You will help to identify new adoption opportunities, understand the customer's key priorities, and deliver success plans to ensure we are working towards common goals. As a liaison between the customer and Verafin, you will serve as an internal customer advocate.

Role Responsibilities

  • Manage relationships with key customers across multiple departments while serving as their primary contact

  • Maintain a comprehensive understanding of the Verafin product suite and the ability to navigate cross-functionally to map customer needs to product solutions

  • Create and deliver success plans according to opportunities for added value

  • Communicate and promote key initiatives to the customer to ensure thorough product adoption and drive retention

  • Look for opportunities to ensure the customer is optimizing the application

  • Interview customers and follow up on NPS survey feedback to better understand their needs

  • Manage customer feedback and escalations

  • Maintain awareness of customer projects and track resolution of critical service issues

  • Work cross-functionally across various internal teams (i.e. working with the Sales team during the renewals process)

  • Utilize Salesforce and GainSight to track customer communications and projects

Essential Skills and Qualifications

  • 5+ years demonstrated proficiency in customer relationship management

  • A passion for communicating with customers, helping to 'peel the onion' to uncover problems they may be having

  • Ability to interface with multiple levels within a customer’s organization (c-suite, decision makers, users)

  • Experience using Customer Relationship Management tools

What does success look like in this role?

  • Consistently bringing new ideas to the team and working on process improvements

  • Organized and working cross functionally with other teams, able to multi-task and prioritize efficiently

  • You have a 'Customer first' attitude - always putting the customer's needs first!

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, and your ability to work with your peers gives you the opportunity to work cross-functionally within Verafin

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.

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.