CUSTOMER SUCCESS MANAGER (Financial Services)
Location: Remote, USA (Preference for New York, New Jersey, Rhode Island ,Massachusetts, Pennsylvania or Connecticut.)
Employment Type: Full-Time
Compensation: $100,000 – $120,000 (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.
Benefits Offered: Vision, Medical, Life, Dental, 401K
ABOUT THE JOB
"Every customer must be a reference, one success at a time" This is our mission statement and drives everything we do. We will continually listen to the changing needs of our customers to determine the direction of our platform, service, and support. Our goal is to develop strong partnerships with our customers and make them "lifelong OneStream customers." Sales is responsible for acquiring new customers and Customer Success partners with Sales to nurture and grow those customers into "lifelong OneStream customers."
The Customer Success Manager (CSM) is at the center of our mission statement to make every customer a reference and success. The CSM will be responsible for day-to-day customer success activities spanning from the initial onboarding to continued proactive engagement and driving retention. The CSM will operate as the customers primary advocate within OneStream. Over time, the CSM is expected to understand their customers desired business outcomes and help the customer maximize the value they get from their investment in OneStream.
In this role, the CSM will manage a portfolio of customers within the Financial Services & Banking sector.
Preference is given to those candidates who are located in the following states: New York, New Jersey, Rhode Island ,Massachusetts, Pennsylvania or Connecticut.
PRIMARY DUTIES AND RESPONSIBILITIES
Managing your portfolio of customers:
Partner with sales to complete a comprehensive sales transition process.
Operate as a business partner to your customer and their delivery team by knowing their strategy and plan.
Primary ownership and accountability for driving your customer's adoption, expansion, satisfaction, and renewal.
Understand customer's OneStream contractual agreements (Cloud/SaaS, Term, etc.).
Understand customer's contractual agreements with their delivery team whether it is with a Partner or with OneStream Services (Scope, Timeline, staffing).
Manage and execute the customer's onboarding process.
Develop strong working relationship with your customer and their delivery team.
Establish and execute cadence-based "Business Review" meetings with your customer.
Identify and mitigate risks that threaten your customer's satisfaction, growth, or renewal.
Align with Customer Success leadership on regional metrics.
Develop and grow your knowledge of OneStream's Platform and MarketPlace Solutions and share that knowledge with customers.
Promote awareness of Regional OneStream Communities and customer educational events.
Keep management informed of progress and obstacles on your portfolio of customers.
Customer Advocacy Learn and understand what customers value in their partnership with OneStream.
Actively listen to customers and help them understand how they can get the most value from their investment in OneStream.
Champion your customer's requests by collaborating with the Customer, their delivery team and various OneStream departments (Customer Support, Cloud, Technical SME's, Product Mgmt. etc.).
When necessary, be the respectful challenger to set and manage your customer's expectations.
QUALITIES OF A SUCCESSFUL CANDIDATE
REQUIRED EDUCATION AND EXPERIENCE 3+ years building and managing customer relationships within the Financial Services or Banking Sectors.
5+ years of professional experience.
Proven history of keeping customers focused on their desired business outcomes throughout their initiatives.
Conceptual understanding of the following finance processes: Financial Close, Planning, Budgeting, Forecasting, Management Reporting.
PREFERRED EDUCATION AND EXPERIENCE Customer Success Manager within the Financial Services or Banking Sectors for SaaS company.
Degree in Business, Accounting, Finance, or Information Technology / MIS.
Customer and account management experience.
Management consulting/technology consulting experience.
CPM experience (either as a CSM, a consultant or a corporate employee).
Prior experience with any of the following CPM systems is a plus:
OneStream
Oracle's EPM suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.)
Anaplan
SAP Outlooksoft BPC
SAP BOFC (Cartesis)
IBM Cognos
Or other CPM solutions.
PERSONAL ATTRIBUTES A team player with a bias towards action
Excellent interpersonal and communication skills
Professional verbal and written communication skills
Professional relationship building skills
Strong ability to problem-solve in a collaborative environment
Strong organizational and planning skills
Highly self-motivated and directed
Keen attention to detail
Proven analytical, evaluative, and problem-solving abilities
Exceptional customer service orientation
Ability to operate in a demanding environment managing simultaneous priorities
Legally authorized to work for any company in the country where this position is located without sponsorship
TRAVEL Travel Requirement: Must be willing and able to travel up to 50% (travel requirements will vary by customer)
WHO WE ARE
OneStream® is an independent software company backed by private equity investors. OneStream provides an intelligent finance platform built to enable confident decision-making and maximize business impact.
OneStream unleashes organizational value by unifying data management, financial close and consolidation, planning, reporting, analytics, and machine learning. We empower Finance and Operations teams with AI-enabled insights to make faster and more intelligent decisions every single day. All in a single, modern CPM platform designed to continually evolve and scale with your organization. To learn more visit www.onestream.com.
WHY JOIN THE ONESTREAM TEAM Transparency around corporate structure, salary, and benefits
Core value of customer success
Variety of project work (not industry specific)
Strong culture andcamaraderie
Multiple training opportunities
BENEFITS AT ONESTREAM OneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement. They consistently deliver the best and in turn, we make every effort to keep them cared for and happy. A sample of the benefits we provide are: Excellent Medical Plan
Dental & Vision Insurance
Life Insurance
Short & Long Term Disability
Vacation Time
Paid Holidays
Professional Development
Retirement Plan
OneStream is an Equal Opportunity Employer
#LI-KT1 #LI-Remote
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
