Customer Success Manager (Banking Software Support)Automated Systems, Inc. • Lincoln, Nebraska, United States
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Customer Success Manager (Banking Software Support)
Automated Systems, Inc.
- Lincoln, Nebraska, United States
- Lincoln, Nebraska, United States
Über
*Your Trusted Partner in Community Banking*
Since our founding in 1981, we’ve embraced a philosophy that goes beyond viewing our clients as mere customers—we see you as partners. Your ideas shape our business practices, empowering you to influence the direction of your banking technology.
With the Insite Core™, most of your routine tasks can be handled in-house, eliminating the need for outsourcing to a service bureau. We’re committed to building strong relationships, and as a smaller company, we ensure you’ll connect with familiar faces whenever you reach out.
*Summary:*
The Customer Success Manager is responsible for leading and managing a team of Client Service Analysts dedicated to delivering exceptional customer service and maximizing client satisfaction with our products and services. This role is focused on fostering a high-performance team, tracking key performance metrics, including *Net Promoter Scores (NPS)* and other customer success metrics, and ensuring that both individual and team performance align with company goals. The Customer Success Manager will drive customer retention, foster strong client relationships, and enhance service delivery through continuous improvement.
*Position Overview*
The *Customer Success Manager (CSM)* is responsible for shaping and executing the organization’s customer experience strategy. This role ensures a seamless experience across all stages of the customer journey, driving satisfaction, retention, and growth. Acting as the champion of a customer-centric culture, the CSM influences how clients perceive the company while fostering efficiency, profitability, and long-term relationships.
*Key Responsibilities*
*Team Leadership & Coaching*
* Provide daily oversight, guidance, and support to the Client Services team.
* Serve as a hands-on leader, assisting with complex client issues and promoting a culture of accountability, coaching, and continuous improvement.
*Customer Success Metrics & Strategy*
* Develop and manage frameworks for tracking KPIs such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and retention rates.
* Analyze data trends to identify opportunities for improvement and implement strategies that enhance customer outcomes.
*Performance Management & Reporting*
* Define and monitor key performance indicators including ticket resolution time, escalation rates, and customer feedback.
* Prepare and present actionable performance reports to senior leadership.
*Process Optimization & Training*
* Evaluate existing workflows and implement improvements to increase efficiency and consistency.
* Deliver targeted training on communication, issue resolution, and product knowledge to strengthen team capabilities.
*Customer Relationship Management*
* Act as the primary point of contact for strategic or high-value clients, ensuring alignment between software functionality and client business objectives.
* Build strong relationships that drive customer satisfaction and loyalty.
*Cross-Functional Collaboration*
* Partner with Development, Conversions, and Quality Assurance teams to resolve escalated issues promptly and professionally.
* Advocate for customer needs in product development and strategic planning.
*Trend Analysis & Proactive Resolution*
* Monitor support trends and proactively implement solutions to recurring issues.
* Recommend process changes, training initiatives, or product enhancements to reduce support volume and improve outcomes.
*Customer Success Advocacy*
* Champion the voice of the customer within the organization, influencing product, process, and policy improvements.
* Represent customer perspectives in strategic initiatives.
*Technological Acumen*
* Demonstrate comfort with learning and navigating multiple software platforms, systems and tools used across a diverse product suite.
*Other Duties as Assigned*
* Support leadership initiatives and participate in special projects as needed.
*Key Expectations*
* Lead by example in delivering exceptional customer service and professional communication.
* Foster a team culture of ownership, responsiveness, and collaboration.
* Maintain deep knowledge of the company’s banking software products and services.
* Hold team members accountable for performance goals and align objectives with organizational priorities.
*Qualifications*
*Education*
* Bachelor’s degree in Business, Finance, Economics, or related field preferred; equivalent experience considered.
*Experience*
* 3–5 years of supervisory experience in customer success, client services, or account management.
* Minimum 2 years of customer-facing experience in banking or financial technology preferred.
*Skills*
* Proficiency in tracking and interpreting customer success metrics (NPS, CSAT, first-call resolution).
* Strong leadership and team-building skills with a focus on coaching and development.
* Analytical mindset with strong decision-making capabilities.
* Experience with helpdesk systems, reporting tools, and CRM software.
* Excellent verbal and written communication skills.
* Ability to manage multiple priorities in a fast-paced environment.
*Attributes*
* Passionate about delivering superior customer service.
* Highly organized, dependable, and results-oriented.
* Empathetic and skilled at building rapport with clients and internal teams.
Job Type: Full-time
Pay: $70,000.00 - $80,000.00 per year
Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Health insurance
* Health savings account
* Life insurance
* Paid time off
* Tuition reimbursement
* Vision insurance
Application Question(s):
* Do you have Advanced Technology Proficiency
Experience:
* Supervisory: 3 years (Preferred)
* customer-facing role: 2 years (Preferred)
* Banking: 3 years (Preferred)
Language:
* English (Required)
Ability to Commute:
* Lincoln, NE 68512 (Required)
Ability to Relocate:
* Lincoln, NE 68512: Relocate before starting work (Preferred)
Work Location: Hybrid remote in Lincoln, NE 68512
Sprachkenntnisse
- English
Hinweis für Nutzer
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