Adenza – Principal Customer Success Manager, LATAM – Mexico City

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Job Description

Adenza – Principal Customer Success Manager

Division Overview
Customer Services is an integral part of Adenza’s growth and success. This division’s mission is to continuously enhance the Adenza Customer experience in how they consume the Adenza software and services, using a strategic customer-centric approach focused on driving customer adoption and retention. Thus, successfully differentiating Adenza from our competition and contributing to the net growth of our business while offering intense and excellent career development opportunities.

Team and Role Overview
The Customer Services practice is committed to providing best-in-class services to our existing customers, improving our overall customer satisfaction, and differentiating our products and services with potential new customers. Increasing our investment in this area is core to our long-term strategy, especially given current and developing market trends. We are seeking a Customer Success Manager to join our team in Mexico to manage our LATAM Accounts. You will be joining a mature and high-performing customer success function, embarking on a journey of continuous improvement

Job Responsibilities

  • You will be acting as the main point of contact for a group of customers in North America
  • Coordinate the services and efforts of the Adenza organization and partner with the customer to align with customer strategy, address burning issues, and mitigate risks
  • Work closely with Sales and Customer Delivery to proactively manage the relationship with the customer
  • Vigorously evangelize and establish the Adenza engagement model for allocated customers
  • Achieve and maintain a measurable improvement in customer satisfaction.
  • Understand the customer ‘topology’, their goals, and strategies, and determine ways in which Adenza can help to address these goals and strategies
  • Build strong relationships with the Customer’s stakeholders at all levels within the customer organization
  • Look for upsell opportunities within the customer base
  • Proactively seek ways of improving the services provided by the Customer Success team

Skills And Requirements

  • 8+ years of experience in Account Management, Customer Success, Technical Account Management, or Professional Services roles within FinTech, Consulting, or SaaS organizations, specifically for the capital markets industry
  • Fluent in English (both written and verbal)
  • A minimum of 3 years of experience with Adenza and cloud-based products is an advantage
  • Experience in using Customer Success tools such as Planhat, Gainsight, PowerBi, ChurnZero, or other
  • Educated to degree level (or equivalent)
  • Able to thrive in a dynamic, fast-paced, entrepreneurial, and ever-changing working environment with an emphasis on delivering solutions to meet our aggressive deadlines
  • Deep understanding of software development life cycles
  • Influence management skills: the ability to lead through influence and integrity and to work cooperatively at all levels across organizational boundaries to build and maintain the positive relationships required to accomplish organizational goals
  • Ability to work within a team environment and be focused on providing a high-quality service to customers
  • Strong business acumen, judgment, creativity, and exceptional problem-solving skills
  • Self-starter, ambitious, accountable, and motivated to do the right thing

More About Us

Our Office:
Adenza’s Mexico office is in the Moncayo building, 6th floor, on the Paseo de la Reforma Avenue, one of the main and popular avenues in Mexico City due to its wide variety of amenities, services, restaurants, and different transportation options. Our new office is equipped with meeting rooms, own bathrooms, coffee breaks, and spaces to relax, and that makes day-to-day life easier.

Why Apply:
Adenza’s mission to pioneer innovative technology offering efficient, accessible, transparent, fully integrated solutions is only achievable due to our outstanding workforce. The fusion of deep technical knowledge with the element of human passion, understanding, and energy is what makes Adenza’s employees exceptional. At Adenza, we offer great opportunities to collaborate on challenging and relevant issues in financial services and technology. As we continue our exciting growth trajectory, we recognize how important investing in the best talent across the globe is. Are you self-driven, innovative, execution-focused, and customer-centric? If yes, we want to invest in you.

Adenza is an equal opportunity employer (EOE). We are dedicated to building and supporting a culture of diverse perspectives and talents as well as inclusivity to support individual growth and superior business results.

About Adenza

Adenza provides customers with end-to-end trading, treasury, risk management, and regulatory compliance platforms which can be delivered on-premise or on-cloud. We enable the world’s largest financial institutions to consolidate and streamline their operations with front-to-back solutions integrated with data management and reporting. We give them a single source of truth across the business.
With headquarters in London and New York, Adenza has more than 60,000 users across global, central, and regional banks, broker-dealers, insurers, asset managers, pension funds, hedge funds, stock exchanges and clearing houses, securities services providers, and corporates.