Principal of Client Success Operations

6 months ago

Cape Town, South Africa Xceptor Full time

**ABOUT XCEPTOR**:
Data is at the heart of everything we do: Xceptor has been designed around data manipulation in its broadest sense. We source data from wherever it flows. We curate, normalise, validate, repair, and enrich that data so it reaches its destination in a reliable and consistent format. Data coming out of Xceptor is data our clients can trust.

We are recognised as an expert in the Financial Services vertical, which strongly aligns with Business Users in Middle and Back-Office teams. We enable these users to solve their data challenges by themselves, rather than through a technology-led project.

**Our Vision** is to be the leading platform for automating data flows.

**Our Mission** is to empower business users within Financial Institutions to build automated processes that deliver trusted data.

**Our Values** were created by our people, and speak to both who we are, and who we aspire to be. Ambition is in our DNA, and we embrace any opportunities ahead. Our curiosity and desire to grow drives us to learn from our customers and those around us. Our people are empowered, accountable, and deliver. We pull together, step up and focus on outcomes. The brilliance of our people makes a positive difference.

**Business area and team**:
The Client Success Management team is accountable for Xceptor's client retention, product adoption across the client base and expansion activities. The current team consists of Client Success Managers and Client Success Engineers, based across London, New York and Singapore. Xceptor clients are assigned a CSM who provides regular governance, a key relationship contact and a personal touchpoint for acquiring service as needed.

**The Role**:
The CSM Operations Principal plays a critical role in optimizing the efficiency and effectiveness of our Client Success function.

You will be responsible for analyzing data, identifying trends, creating and reporting metrics, and implementing strategies to enhance client satisfaction, retention, and overall business success. Collaborating closely with CSM management, the frontline CSM team, cross-functional teams and our RevOps team, you will develop insights and recommendations to drive continuous improvement in our client success processes and workflows.

You will also take ownership of the management reporting process including the new CSM system.

**Key Accountabilities & Responsibilities**
- Data Analysis & Reporting
- Renewal Management Support
- Client Engagement & Insights
- Operational Optimization
- Technology & Tool management

**Key Competencies, Education & Experience**:

- 7 years + experience in operations analysis, data analytics or a similar role in a B2B SaaS environment working with business and technology stakeholders.
- Extensive background in the financial technology and services with a strong focus in Capital Markets.
- Technically minded with a STEM (Science, Technology, Engineering and Mathematics) degree or same level achieved through relevant professional experience.
- Previous and current experience working in an analysis or technical role for a B2B software/SaaS, Fintech company or a financial institute.
- Strong understanding of data analysis tools and techniques, such as Excel, Tableau, or Power BI.
- Experience with client success platforms or CRM systems would be very beneficial.
- Knowledge of client success methodologies and best practices.
- Strong analytical skills with the ability to interpret complex data sets and generate actionable insights.
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.
- Strong presentation skills.
- Detail-oriented with a focus on accuracy and quality in all aspects of work.
- Ability to thrive in a fast-paced environment and adapt to changing priorities and deadlines.
- Very strong organisational skills with ability to work independently.
- Flexible with ability to work as part of cross-functional teams.

**Please note**:

- If you have any employment gaps exceeding three months within the last six years, we will request additional information and evidence to clarify those periods.

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