Welcome to blithequark
blithequark is the world’s first RiskOps platform for financial risk management, and the market leader in safeguarding global commerce with today’s most advanced cloud-based risk management platform, powered by machine learning and artificial intelligence. blithequark is securing the transition to a cashless world while enabling digital trust in every transaction and payment type. The world’s largest banks, processors, and retailers trust blithequark to protect trillions of dollars and manage risk while improving the customer experience for everyday users, without compromising privacy. blithequark is a Series D company and has raised $282M to date. With a valuation of +$1.5B, the company's technology protects 900 million people in 190 countries.
About the Role
We believe in the power of our product. We continue to execute and build momentum as we develop our customer base with the world's top banks. In our fast-paced and open environment, you will be working with a collaborative team spanning across the globe and delivering exceptional results. We are committed to building something extraordinary. As a Senior Customer Success Manager at blithequark, you will play a pivotal role in ensuring our clients not only derive maximum value from our products but also become enthusiastic advocates of blithequark solutions.
Key Responsibilities
Your primary objective will be to drive customer satisfaction, foster product adoption, and contribute to the overall success of our clients in leveraging blithequark's innovative technology. The key responsibilities of this role include:
- Developing and nurturing strong, long-lasting relationships with key clients.
- Acting as the main point of contact for customer inquiries, concerns, and escalations.
- Regularly engaging with senior stakeholders to understand their evolving needs and expectations.
- Able to handle complex situations that require aligning multiple stakeholders from different levels of seniority and unblock issues that, though they may be customer responsibility, have an impact on the overall adoption and value realization.
- Developing joint success plans with customer senior stakeholders.
Value Maximization
To maximize the value our clients derive from blithequark products, you will:
- Collaborate with clients to identify opportunities for maximizing the value they derive from blithequark products.
- Provide guidance and best practices to ensure clients are effectively utilizing the full range of product features.
- Proactively identify and address potential challenges, working towards solutions that align with client goals.
- Jointly with the key stakeholders develop a value plan with clear objectives (such as total fraud reduction and reduced customer friction) that are aligned with their strategy.
Product Adoption and Training
To ensure our clients are proficient in utilizing blithequark products, you will:
- Develop and execute tailored onboarding and training plans for clients in collaboration with the product enablement team.
- Ensure clients are proficient in utilizing blithequark products to meet their specific business objectives.
- Monitor and analyze user adoption metrics, providing insights and recommendations for improvement.
Advocacy Building
To build a strong community of blithequark advocates, you will:
- Identify and nurture customer advocates who are willing to share their success stories, including participation in user groups and customer advisory boards.
- Collaborate with marketing teams to create case studies, testimonials, and other materials showcasing client success with blithequark.
Feedback Collection and Product Improvement
To ensure our products meet the evolving needs of our clients, you will:
- Gather customer feedback on product experiences and share insights with the product development team.
- Act as a bridge between clients and the blithequark Product development organization, ensuring that client needs are considered in future product enhancements.
Account Management
To drive business growth and ensure long-term partnerships, you will:
- Proactively manage renewals - from alignment of value realization and success plans to guarantee to commercial management of the renewals.
- Proactively manage account growth - Understand business dynamics at the customer and leverage those to grow revenue at the customer (focused on organic growth, i.e., based on volumes growth or other revenue drivers linked to existing use case).
Requirements
To be successful in this role, you will need:
- Bachelor's degree in Technology, Business, or a related field.
- 10+ years of experience in a customer-facing role (consulting, customer support, account management) that includes issue resolution, relationship management, and stakeholder management.
- Previous experience in roles that required technical understanding, particularly in customer success management within the technology or software industry.
- Strong understanding of the fraud prevention space (preferably for Banks or Acquirers).
- Ability to analyze data and provide actionable insights.
- Results-driven with a focus on customer satisfaction.
- Passionate about delivering success for customers, embodies a customer-centric mindset, and strives to deliver excellence at every opportunity.
- Exceptional communication, presentation, and interpersonal skills. Demonstrates ability to challenge, negotiate, influence, and persuade stakeholders. Ability to convey technical concepts to both technical and non-technical audiences.
- Ability to work autonomously, take ownership, and accountability.
- Technical and problem-solving skills with the ability to understand/recognize root causes of challenges.
- Organizational skills – can prioritize, multi-task, and demonstrates adaptability.
- Project Management skills including strong reporting capability.
- Commercial & Business Acumen – understand & speak to business drivers.
- Fluent in English (written and verbal).
Career Growth and Development
At blithequark, we are committed to the growth and development of our employees. As a Customer Success Manager, you will have access to:
- Comprehensive training programs to enhance your skills and knowledge.
- Opportunities for career advancement and professional growth.
- A collaborative and dynamic work environment that fosters innovation and creativity.
- Regular feedback and coaching to help you achieve your goals and objectives.
Company Culture
At blithequark, we value diversity, inclusivity, and equality. We are committed to creating a work environment that is welcoming, respectful, and empowering for all employees. Our company culture is built on the principles of:
- Collaboration and teamwork.
- Innovation and creativity.
- Customer-centricity and focus on delivering exceptional customer experiences.
- Continuous learning and growth.
- Diversity, equity, and inclusion.
Compensation and Benefits
We offer a competitive compensation package that includes:
- A salary that reflects your experience and qualifications.
- A comprehensive benefits package that includes health, dental, and vision insurance, as well as a 401(k) plan.
- Opportunities for professional growth and development.
- A dynamic and collaborative work environment.
- Access to the latest technologies and tools.
Conclusion
If you are a motivated and results-driven professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Success Manager at blithequark, you will play a critical role in driving business growth, fostering long-term partnerships, and contributing to the success of our clients. Join our team and be part of a dynamic and innovative company that is shaping the future of financial risk management.
Apply now and take the first step towards an exciting and rewarding career at blithequark!
Apply Now