Senior Customer Success Manager
Since our founding in 1996, we have been at the vanguard of financial technology, providing groundbreaking expertise, quantitative analytics and software that redefine pricing and risk management in the financial markets. With the strategic acquisitions of FINCAD, PolyPaths and Kynex, Numerix has further strengthened its leadership position empowering financial institutions worldwide, to transform risk into opportunities with confidence.
As a Senior Customer Success Manager, you will work directly with our quantitative, trading, and risk management customers to ensure they are maximizing the value of Numerix products. You will bridge the gap between commercial goals, business use cases, and technical application, driving strategic customer engagements by understanding the client’s financial modeling and risk management needs. You will champion cross-functional collaboration between product, sales, and financial engineers, serving as the technically literate "voice of the customer."
What You’ll Do:
- Build and manage strategic relationships with senior stakeholders (Quants, Risk Managers, Traders) and delight them with a customer-centric attitude.
- Devise and lead proactive success strategy execution with assigned customer accounts, carry out regular business reviews with key stakeholders.
- Become an expert in our customers' quantitative workflows, specifically regarding valuation, risk, and pricing, to support them strategically.
- Work closely with Sales, Product Development and Services teams to ensure an exceptional customer experience.
- Be a customer advocate while capturing customer feedback and reporting requests to internal stakeholders and senior management.
- Efficiently manage time to focus on essential activities including but not limited to business reviews, working sessions, trainings, quant to quant engagements to ensure customer satisfaction, retention, and account growth.
- Support revenue retention and growth through increased service adoption and increased usage.
- Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities.
- Promote and build advocacy relationships with strategic customers acting as a marketing channel through case studies, speaking opportunities, references, etc.
- Determine usage patterns and use them to gain insights and provide guidance to Sales, Marketing and Product Strategy in identifying opportunities and increase customer satisfaction.
- Orchestrate the customer’s journey towards their business and technical goals, serving as the go-to person across all Numerix solutions.
- Contribute to or architect the strategic path for customers across front and middle office banking operations, including trading, risk management, valuations, and portfolio management.
- Travel to meet clients on regular basis - approximately 10%.
What We’re Looking For:
- 5+ years of experience in a customer facing role including customer success, relationship management, sales, or pre-sales, consulting, technology delivery, account management within or servicing Capital Markets clients with quantitative finance or analytics use cases.
- Demonstrated experience with or understanding of financial engineering, financial modeling, and derivative pricing.
- Ability to discuss complex financial concepts (e.g., yield curves, derivatives pricing, structured products issuance, VaR, XVA, PFE) with practitioners.
- Exceptional Stakeholder management skills including the ability to build and nurture strategic relationships within cross functional teams and managing account risks and issues escalations as necessary.
- Exceptional collaboration and communication skills with the ability to influence multiple stakeholders, prospective and actual clients without direct authority.
- Empathic communicator being the voice of the customer internally and closely engaged with the customers to maximize the success of their solutions.
- Skills to proactively orchestrate the customer’s journey towards their goals.
- Bachelor's degree in a technical discipline, such as Computer Science, Information Technology, Engineering, quantitative finance, financial engineering, mathematics, or physics.
Extra Credit:
- Graduated with an advanced degree (Masters) in business or a technical discipline, such as quantitative finance, financial engineering, mathematics, or physics.
- Familiarity with Python, MATLAB, or similar tools for financial analysis.
- Previous experience as a Financial Engineer, Desk Quant, or Risk Analyst before moving into a client-facing role.
Where You’ll Work:
This is a role for the successful candidate who resides within a commutable distance from midtown Manhattan, NYC (our new headquarters is located near the Grand Central Terminal).
An important note on salary:
The annual pay range for this position is based on the preferred primary location of the role which is listed above. If you are applying to this role at a location that is not the preferred primary location, please keep in mind the salary range will vary and may fall outside of what is listed. Base pay offered may vary depending on job-related knowledge, skills, and experience.
Also note that unsolicited contact from third-party recruiters or agencies will not be considered at this time. We respectfully request no outreach from agencies.