Senior Customer Success Manager

Duco; London; Hybrid; GBP 60,000 - 100,000

Job description

About Us

Duco is on a mission to reduce the time spent on data-related work by 90%. Our enterprise data automation platform empowers teams to work more efficiently and meaningfully by giving them the ability to automate data controls with the latest technology, such as no-code, the cloud, and AI.

We help firms to start trusting their data, by giving them one intuitive platform to automate the front-to-back processing of all kinds of data (from structured Excels and RTFs to unstructured PDFs and emails). This eliminates the boring manual work across the data lifecycle and enables firms to act faster, work smarter, save money, reduce risk and comply with regulatory requirements.

We’re headquartered in London and have offices in New York, Boston, Wroclaw, Singapore, and Antwerp. We’re proud to call some of the largest global financial institutions our clients, including over 15 of the world’s largest international banks, as well as brokers, exchanges, asset managers, hedge funds, administrators, service providers and corporates.

The Role

You will be joining the EMEA Customer Success Team, focused on Duco’s Sell Side customers. These are the top tier banks in the financial services industry. Reporting to the EMEA Head of Customer Success, your ultimate goal is to drive successful outcomes for our clients and further adoption of the Duco platform, both through existing and new use cases.

Primary Responsibilities:

Lead Duco’s Top Sell Side Accounts, enable them on the Duco platform and help them achieve their desired outcomes and ROI

• Resulting in product adoption, increased usage, retention and accelerated growth.
• Understanding the customer’s business objectives and articulating value realisation back to the customer.
• Identify opportunities for expansion, services and training. Partnering with account management to build a business case.

Build and maintain trusted advisor relationships with relevant and senior stakeholders

• Lead governance and ad hoc meetings with the relevant and senior stakeholders.
• Handle strategic account conversations and guide Senior Stakeholders on industry and Duco best practices.

Develop robust knowledge and understanding of Duco’s Product Offering

• Firm understanding of how Duco can help solve our customer’s pain points and drive value.
• Perform demos and training on Duco’s modules/offerings and connect the dots on how different parts of Duco can help address customer needs.
• Lead customer workshops, driving adoption, best practices and growth.
• Leverage your knowledge of Duco and how it adds value for similar customers to effectively guide customers towards their desired outcomes.

Be the voice of the customer within Duco and the Duco voice to the customer. Collaborate cross-departmentally to help drive customer outcomes and deliver value

• Work closely with Product and Engineering leadership to drive the strategic roadmap, customer projects and relevant initiatives.
• Partner with Professional Services to deliver implementation and growth projects.
• Partner with Support to ensure customer outcomes and satisfaction in BAU.

We are looking for someone with:

• 8+ years’ experience in financial services or consulting, preferably in financial services software customer success, consulting or middle office operations and transformation roles.
• A track record of success in tier 1 sell side or tier 1 buy side organizations.
• An understanding of capital markets or post trade technology.
• Strong presentation and communication skills so that you can explain concepts and user stories with confidence.
• Approach problems with a practical mindset, focusing on realistic solutions that are both effective and efficient.
• Ownership mindset, able to independently lead key customer engagements and drive outcomes.
• Consultative and Technical acumen able to leverage tools like Tableau and articulate technical concepts.
• Ability to travel 25% of the time.

Benefits:

• Competitive salary package aligned with your skills and experience. Reviewed annually.
• Success Share or Commission bonus payments.
• Healthcare cashback scheme and private medical insurance.
• 4X salary life assurance.
• Unlimited annual holiday, because we trust our people to manage their own time off.
• Enhanced family leave.
• Employee Assistance Programme.
• Cycle to Work and Tech Scheme.
• 4 Volunteering days off.
• Flexible working policy (3 days per week in office).
• Home working allowance.
• Opportunity to work abroad for up to 6 weeks per year.
• Personal learning and development opportunities.
• Referral bonus if we hire someone great who you’ve recommended to us.
• Spot Rewards.
• Employee of the Month and Employee of the Year awards.

Want to do a little more research before you apply?

Head over to our Glassdoor page to learn about our benefits, culture and to find out what our team thinks about life at Duco. You can also find out more about us on LinkedIn.

Disclaimer

Because we are committed to inclusivity, we strive to provide equitable opportunities for everyone. If you require accommodation during the recruitment process, please let us know at [e-mail]. Include your contact information, the role you're applying for, and how we can accommodate you.

During the interview process and after hire, Duco does not discriminate on the basis of race, colour, gender or gender expression, sexual orientation, marital or pregnancy status, national origin, age, disability, religion or creed, socioeconomic background or status, size, or any other protected characteristic.