Customer Success Manager (IPF)

• IPF is proving to be the industry standard for Tier 1 Banks in payment processing by giving clients the control to build themselves and own the solution.
• The Customer Success Manager (CSM) will play a crucial role in the on-going adoption of IPF across Tier 1 Banks in EMEA, ensuring that our clients continue to be a reference site for Icon and fully utilise the enterprise-wide benefits of IPF.
• The CSM manages senior client relationships, combining commercial, technical and industry knowledge. Objective is to ensure commercial success and technical adoption for our IPF clients.
• The CSM will ensure that:
  • The relationship stays strong across a client enterprise (e.g. tech, ops, risk, compliance, etc.) via regular connections.
  • The customer renews and expands their use of the product with ARR growth.
  • Competitive threats or client escalation issues are mitigated.

   

  About you:

• Proven track record of working at a Software Vendor with Tier 1 Banks and FI’s in a client facing capacity.
• Experience in working in the Account-to-Account Payments industry.
• Technically proficient to be able to understand and appreciate client tech stacks and architecture.
• Demonstrates strong leadership, builds and motivates effective teams and promotes practical solutions to clients and internal teams.
• Confidence, poise and credibility necessary to effectively engage with executives in target customers to generate a trusted relationship.
• Strong commercial awareness and the ability to negotiate complex solutions.
• Excellent time management, organizational and communication skills.
• At ease with company, industry and product presentations.

   

  What do our Client Success Manager’s do?

• The CSM will become the point of contact for the senior stakeholders within the bank and will:
• Drive adoption and value realisation through regular connections with client stakeholders (in recurring status meetings or QBRs).
• Co-ordinate internally across Icon teams to provide product roadmap feedback, identify upsell opportunities or support implementation effort.
• Manage commercial governance & stakeholders.
• Quantify client satisfaction through annual surveys.
• Understand regulatory and technical context of IPF.
• Educate clients on the full portfolio of IPF modules and roadmap, consulting and services.
• Gather intelligence across clients to enrich our understanding of client strategy and technology portfolio to enable accurate positioning of Icon’s solutions.
• Ensure that Icon is invited to participate in formal procurement processes such as RFIs, RFPs, ITTs at clients.
• Assist market communications, campaigns and promote company news across all media channels.
• Represent Icon Solutions at industry and company events.

   

  What do they enjoy doing the most?

• Being part of large transformation programmes with Global Tier 1 Banks and using state-of-the-art technology for recognisable business benefit.
• The collaboration with a customer to help achieve their business goals and implement long-term solutions.
• The camaraderie of working in a small company/Fintech environment.
• Working in a truly collaborative environment where ideas and knowledge are freely shared.

Icon Solutions is a fintech company that has been designing and implementing state-of-the-art payments solutions since 2009. 

Our core product – the Icon Payments Framework (IPF)– is an internationally proven payments development framework that is trusted by Tier 1 banks across the globe such as Citi, NatWest, UBS and BNP Paribas. 

In EMEA, we are now working with 8 Tier 1 Banks, and 3 in North America. This role will be critical in managing the relationship with a subset of these clients in EMEA.