Day to Day

• Full commercial responsibility (P&L) for existing Tier 1 customers and renewal of contracts, tasked with growing the existing investment in Featurespace solutions
  • Understanding the customer's business and overall strategy
  • Understanding account white space
  • Identifying new opportunities
  • Creating new proposals, work requests and SOWs
  • Forecasting to the business on pipeline and potential risk
• Deliver regular proactive customer engagement to key stakeholders within your accounts with a focus on the value being delivered, Featurespace updates and new requirements being managed
• Identify and drive through revenue expansion opportunities within your accounts, working with the commercial team where appropriate
• Co-ordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects
• Work with Customer Success Director to conduct regular risk assessments on assigned accounts ensuring timely resolution or avoidance of issues
• Collaborating with the assigned pod team members, create and execute strategic account plans for assigned accounts - coordinate the pod team, including an assigned Customer Success Director, to deliver agreed targets and KPIs, and present the account plan annually to internal management to agree objectives, reviewing previous years' achievement to help plan
• Working with marketing, generate customer advocacy and contribute to customer events when required
• Manage customer escalations and proactively identify future potential roadblocks to minimise risk
• Effectively communicate the voice of the customer within Featurespace including to senior management and the delivery team
• Act as a mentor to other team members with particular focus on the Customer Success Directors assigned to your accounts, and proactively contribute to business objectives

Indirect Customer additional responsibilities:

• Work with marketing to facilitate the production of relevant, high impact materials and sales decks
• Collaborate with the customer to create a go to market strategy
• Support the customer with their Featurespace product sales efforts

About You

• Experience managing and negotiating with C-level commercial and technical stakeholders within complex, global accounts (FTSE 100 level)
• Extensive payments and banking industry knowledge
• Bachelor's degree (or equivalent) or significant relevant experience required
• Exceptional relationship building skills: active listening, warm and friendly but firm and decisive, a proactive 'go-getter'!
• Strong commercial acumen; a skilled negotiator, capable of closing large opportunities and navigating legal and contractual requirements
• Inspirational presentation and communication skills (verbal and written)
• Excellent organisational capabilities - project co-ordination, time management, attention to detail
• Adaptable to change and embracing of fast paced environments
• Ability to navigate and understand complex technical projects and translate to the customer where appropriate
• Coachability and willingness to support others
• Demonstrate full competence navigating and connecting ARIC and Featurespace to customer requirements and/or possess extensive industry experience e.g. fraud, risk management, financial services
• Experience mentoring/managing other team members
• Extensive experience managing accounts independently and achieving or exceeding revenue related targets
• Flexibility to travel as required

Personal Qualities

The work is often challenging and fast paced. As such we are looking for someone who has the following:

• Resilience in the face of change
• Great organisational skills
• Good common sense and a logical thinker
• A passion to work for one of the fastest growing fraud prevention technologies in the world

And most importantly; a willingness to adapt to a variable role and a great can-do attitude.