Customer Sucess Executive

Senior Customer Success Executive – Treasury & Capital Markets (Retention)

Join Teciem’s European Customer Success & Solutions Consulting team as the primary strategic advisor for high‑value, complex accounts. Your mission is to maximise adoption, ensure stability, deepen product usage and guide customers on how to extract full value from Teciem’s platforms.

Responsibilities

• Own the retention and adoption strategy for a portfolio of complex Treasury & Capital Markets clients.
• Lead customer engagement programs including health checks, "walk the floor" assessments, usage reviews, and operating‑model analysis; follow up on the execution of delivered recommendations.
• Drive customer retention, stabilise relationships, strengthen adoption and ensure long‑term platform success.
• Serve as a trusted advisor on system usage/adoption, functional workflows, best practices and product evolution across Summit, Kondor and Sophis.
• Influence Product, Services and Support teams by bringing field insights and customer perspectives.
• Identify where customers can benefit from new modules or capabilities and demonstrate them.
• Build and execute Customer Success Plans reflecting each client’s strategy, goals, operating model, and maturity.
• Understand client front‑to‑back workflows, integration landscape, and functional usage; identify gaps and optimisation opportunities.
• Recommend best practices around usage, processes and platform evolution to improve resilience, efficiency and adoption.
• Conduct on‑site and remote analysis sessions that benchmark customer maturity and identify improvement opportunities.
• Explain relevant modules, features and new capabilities that support customer objectives.
• Support Presales when deeper, cross‑product demonstrations are needed.
• Help customers understand how Teciem’s capabilities can enhance workflows, mitigate risks or expand adoption.
• Act as the primary owner of at‑risk customers, leading early identification, root‑cause analysis and structured recovery plans.
• Be directly responsible for retention outcomes by proactively addressing usage gaps, operational issues or declining satisfaction.
• Coordinate effectively with Support teams on production escalations, ensuring transparency and high‑quality resolution.
• Establish strong governance with customers (reviews, business meetings, success checkpoints).
• Identify new modules or services aligned with operational needs and demonstrate their value.
• Provide functional, operational and architectural context needed for Sales/Presales to shape expansion discussions.
• Prepare functional rationales or value cases for customers considering enhancements or modernisation initiatives.

Professional Background & Experience

• 10+ years in presales, delivery or support of Treasury & Capital Markets systems.
• Expertise with at least one major platform: Summit, Kondor or equivalent financial services solutions.
• Ability to understand and demonstrate product capabilities, workflows and front‑to‑back business processes.
• Experience working with users across front office, middle office, risk, operations and IT.

Core Skills

• Strong analytical and problem‑solving skills; able to interpret usage and performance data, identify root causes and translate insights into actionable recommendations.
• Exceptional communication, presentation and stakeholder‑management abilities; confident engaging audiences from operational teams to senior executives.
• Ability to challenge, influence and guide customers constructively to adopt best practices and improve their operating model.
• Comfortable delivering demos, walkthroughs and advisory sessions that articulate functional value and system capabilities.
• Highly autonomous, organized and adaptable, able to prioritise and manage multiple complex accounts simultaneously.
• Strong ownership mindset, capable of coordinating cross‑functional teams to drive customer outcomes.
• Solid project‑management capability, including structured reporting, action tracking and facilitation of governance meetings.
• Fluency in English; French, German or Italian strongly preferred.

Education & Certifications

• Bachelor’s or Master’s degree in Finance, Computer Science, Engineering, Mathematics, Information Systems or similar.
• Professional development in Treasury & Capital Markets technology or financial engineering preferred.
• Experience or training in presentation delivery and consultative engagement is beneficial.

Why Join Teciem?

Work with Europe’s leading financial institutions during a period of modernization and transformation. Own outcomes for at‑risk clients and retention across your portfolio, while driving long‑term platform success.

Diversity and Inclusion

At Teciem we value the diversity of our people and are committed to creating a workplace where everyone feels respected, heard and empowered to grow.