Customer Success Manager

IPF is proving to be the industry standard for Tier 1 Banks in payment processing by giving clients the control to build themselves and own the solution. The Customer Success Manager (CSM) will play a crucial role in the on-going adoption of IPF across Tier 1 Banks in EMEA, ensuring that our clients continue to be a reference site for Icon and fully utilise the enterprise-wide benefits of IPF.

The CSM manages senior client relationships, combining commercial, technical and industry knowledge. Objective is to ensure commercial success and technical adoption for our IPF clients. The CSM will ensure that: The relationship stays strong across a client enterprise (e.g. tech, ops, risk, compliance, etc.) via regular connections.

The customer renews and expands their use of the product with ARR growth. Competitive threats or client escalation issues are mitigated.

About you

Proven track record of working at a Software Vendor with Tier 1 Banks and FI’s in a client facing capacity. Experience in working in the Account-to-Account Payments industry. Technically proficient to be able to understand and appreciate client tech stacks and architecture. Demonstrates strong leadership, builds and motivates effective teams and promotes practical solutions to clients and internal teams.

Confidence, poise and credibility necessary to effectively engage with executives in target customers to generate a trusted relationship. Strong commercial awareness and the ability to negotiate complex solutions. Excellent time management, organizational and communication skills. At ease with company, industry and product presentations.

What do our Client Success Manager’s do? The CSM will become the point of contact for the senior stakeholders within the bank and will: Drive adoption and value realisation through regular connections with client stakeholders (in recurring status meetings or QBRs). Co-ordinate internally across Icon teams to provide product roadmap feedback, identify upsell opportunities or support implementation effort.

Manage commercial governance & stakeholders. Quantify client satisfaction through annual surveys. Understand regulatory and technical context of IPF. Educate clients on the full portfolio of IPF modules and roadmap, consulting and services. Gather intelligence across clients to enrich our understanding of client strategy and technology portfolio to enable accurate positioning of Icon’s solutions.

Ensure that Icon is invited to participate in formal procurement processes such as RFIs, RFPs, ITTs at clients. Assist market communications, campaigns and promote company news across all media channels. Represent Icon Solutions at industry and company events. What do they enjoy doing the most? Being part of large transformation programmes with Global Tier 1 Banks and using state-of-the-art technology for recognisable business benefit.

The collaboration with a customer to help achieve their business goals and implement long-term solutions. The camaraderie of working in a small company/Fintech environment. Working in a truly collaborative environment where ideas and knowledge are freely shared.

Not Specified

Icon Solutions is a fintech company that has been designing and implementing state-of-the-art payments solutions since 2009. Our core product – the Icon Payments Framework (IPF)– is an internationally proven payments development framework that is trusted by Tier 1 banks across the globe such as Citi, NatWest, UBS and BNP Paribas.

In EMEA, we are now working with 8 Tier 1 Banks, and 3 in North America. This role will be critical in managing the relationship with a subset of these clients in EMEA.