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Customer Success Manager --- New Venture

Company: M&T Bank
Location: Buffalo
Posted on: November 11, 2019

Job Description:

Overview: Have you always wanted to work in a dynamic, fast moving startup, but were put off by the associated risk? M & T Bank has an exciting opportunity to work in a startup environment with support from one of the strongest, most successful companies in the U.S. financial services industry. All of us are entrepreneurs at heart, seeking to move quickly and nimbly in order to find new ways of delivering value to our customers. Is this an exciting adventure that youd like to be part of? This new venture's digital product is focused on delivering value to niche segments. This new digital business will enable our corporate partner to drive differentiation in the market, acquire new customers, create additional revenue streams, and further build out their innovation capabilities. The product suite seeks to launch through current internal channels, while exploring high growth options into new geographies or segments. The business is built on a drive to customer centric design, providing exceptional customer service, and innovative solutions to problems. Primary Responsibilities: - Manage and assist customers with on-boarding, and over time, create a process and materials for an optimized and seamless on-boarding process, providing customers with all relevant information and guidance - Act as the first point of contact for service and technical inquiries, issues or escalations, and appropriately triage to resolve customer issues - Deliver amazing customer support through multiple channels, and be resourceful and flexible in meeting each clients needs - Proactively engage customers at risk and grow customer lifetime value - Gather feedback from customers, study other customer success programs and analyze customer data to identify best practices - Provide regular feedback to the rest of the team and help translate customers expressed needs into new product features or sales & service strategy - Establish policies and guidelines that the team can adhere to, so all customers receive the highest level of service - Support CEO with board meeting preparation, including preparing of meeting materials, operational reports, metrics, etc. - Assist day-to-day business operations, including but not limited to work with HR, IT, legal partners to implement essential business processes, on-boarding new hires - Assist with go-to-market, including but not limited to writing pitch decks, training sales teams, attending events and conference - Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management, and terminations. - Understand and adhere to the Companys risk and regulatory standards, policies and controls in accordance with the Companys Risk Appetite. Design, implement, maintain, and enhance internal controls to mitigate risk on an ongoing basis. Identify risk-related issues needing escalation to management. - Promote an environment that supports diversity and reflects the M & T Bank brand. - Maintain M & T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable. - Complete other related duties as assigned. Scope of Responsibilities: This role will execute day to day customer and business operations. You will report to the Head of Finance and Operations and work alongside the sales and product teams. You will be responsible for writing the service blueprint and delivering an exceptional end-to-end customer experience, from on-boarding to ongoing support and engagement, to metrics reporting. You will also assist with sales and marketing events, and team and business operations. Education and Experience Required: Bachelors degree and a minimum 5 years experience in operations, financial management, project management, and/or consulting, or in lieu of degree, a combined minimum of 9 years higher education and/or work experience, including a minimum 5 years experience in operations, financial management, project management, and/or consulting Minimum of 2 years work leadership, supervisory and/or managerial experience Excellent grasp of technology and applications for productivity, project management, accounting, financial reporting and performance metrics Prior experience designing, implementing, and documenting new processes and policies Experience building departmental infrastructure Proficiency in pertinent presentation and spreadsheet software Prior experience capturing, analyzing, and reporting on operating metrics Excellent analytical skills Excellent financial reporting skills Strong written and verbal communication skills Entrepreneurial in spirit Prior experience to thrive in a dynamic environment Demonstrated history of accountability and performance delivery, leading teams to meet or exceed objectives Self-starter Strong individual contributor and team player Education and Experience Preferred: Masters degree Pertinent accounting software experience Start-up work experience Strong credibility and relationships within the Bank Location Buffalo, New York, United States of America

Keywords: M&T Bank, Buffalo , Customer Success Manager --- New Venture, Executive , Buffalo, New York

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