Customer Success Executive

Which team will you join?

You will join Teciem's European Customer Success & Solutions Consulting team, a unified organization that brings together Solution Consultants, hybrid presales/CSM profiles, and retention focused Customer Success leaders. As a Senior Customer Success Executive (Retention Lead), you will be the primary strategic advisor for Teciem's high value and complex accounts.

What will you contribute?

Your mission is to maximize adoption, ensure stability, deepen product usage, and guide customers on how to extract full value from Teciem's platforms. This solution oriented, product competitive role focuses on customer retention and adoption rather than commercial account management. You will work closely with clients to understand their operating model, identify improvement opportunities, and demonstrate relevant capabilities and modules to support their transformation journey.

Key Responsibilities & Deliverables

• 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, and follow up on the execution of delivered recommendations.
• Drive customer retention, with clear accountability for stabilizing relationships, strengthening adoption, and ensuring 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.
• 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 optimization 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.
• 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.
• Identify new modules or services aligned with operational needs and demonstrate their value.
• Provide the functional, operational, and architectural context needed for Sales/Presales to shape expansion discussions.
• Prepare functional rationales or value cases for customers considering enhancements or modernization initiatives.

Required Experience & Skills

Professional Background:
• 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, with confidence 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 prioritize and manage multiple complex accounts simultaneously.
• Strong ownership mindset, capable of coordinating cross functional teams (Services, Product, Support, Presales) 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.

Diversity & Inclusion

At Teciem, we design, build, and deliver front to back treasury and capital markets software solutions for financial institutions worldwide. We welcome talent from all walks of life and encourage applications from individuals of all genders, races, ages, abilities, identities, and beliefs. Together, we're shaping a culture where diversity isn't just celebrated - it's essential to our success. We are an Equal Opportunity Employer; we provide equal employment opportunities to all persons, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.