ACAMS is a leading international membership organization dedicated to providing opportunities for anti-financial crime (AFC) education, best practices, and peer-to-peer networking to AFC professionals globally. With over 100,000 members across 180 jurisdictions, ACAMS is committed to the mission of ending financial crime through the provision of anti-money laundering/counterterrorism-financing and sanctions knowledge-sharing, thought leadership, risk-mitigation services, ESG initiatives, and platforms for public-private dialogue. The association’s CAMS certification is the gold- standard qualification for AFC professionals, while its CGSS and CCAS certifications are for sanctions professionals and AFC practitioners working in the crypto space, respectively. ACAMS’ 60+ Chapters globally further amplify the association’s mission through training and networking initiatives. Visit acams.org for more information.
Opportunity at a Glance
The Sr Customer Success Specialist is an integral part of the EMEA team, dedicated to enhancing customer experience and retention. This role ensures all initiatives meet agreed-upon scope, timelines, and budget. We’re looking for a proactive individual who will work closely with the team, partnering with sales managers to execute customer success plans, build strong relationships with customers, and collaborate with cross-functional teams to deliver consistently excellent customer experiences. Our ideal candidate is passionate about problem-solving and improving relationships, with a proven track record of managing multiple clients and deliverables concurrently.
Responsibilities
1. Operational Relationship Management: Own the overall operational relationship with an assigned portfolio of clients, including onboarding, implementation, training (demo’s, business reviews etc.), and ensuring high levels of customer satisfaction. Manage and resolve all customer, sales, and partnership cases (via call or email) within defined KPIs (SLA, Quality, and Customer Satisfaction), providing excellent service experiences.
2. Sales Partnership: Act as a trusted partner for sales to maintain and execute customer success strategies and best practices to maintain and improve key KPI’s (churn, renewals, usage, NPS etc.).
3. Effective Communication: Communicate effectively with both internal and customer stakeholders to understand customer needs, maximize retention and growth, and share insights.
4. Metrics and Data Management: Maintain existing customer success metrics and data as directed.
5. Customer Deliverables Management:
a. Ensure timely delivery of all deliverables according to the agreed schedule; prepare regular status reports and conduct regular status meetings with internal and external teams, documenting minutes and actions.
b. Coordinate internal resources and third parties/vendors for seamless execution.
c. Manage changes to operational scope, schedule, and costs while ensuring process documentation is up to date.
6. Event Support: Lead/support the delivery of key ACAMS events (in-person and virtual) as assigned.
7. Time Management: Manage personal time effectively to maximize utilization and balance demands from multiple deliverables.
Qualifications
8. Minimum bachelor’s degree in a business or IT related field required.
9. Up to 5 years of relevant customer success/ customer & account management experience leading delivery. Preferably within the Fintech/ SaaS/ Financial Services sector.
10. Experience/ ability managing multiple customer deliverables concurrently.
11. Good stakeholder management, organisation and influencing skills with good business acumen.
12. Technology-savvy and an intermediate user of applications like MS Office suite, including reporting and analytics tools, etc.
13. Fluent written and spoken English is a must, additional European language proficiency preferred.
EEO
We are proud to be an EEO employer M/F/D/V. At ACAMS, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.
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