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Customer Success Manager

MindBridge AI

MindBridge AI

Administration
Posted on Friday, May 31, 2024

MindBridge is the global leader in AI-powered financial risk intelligence. Our platform, MindBridge AI™ is enabling finance and audit professionals to build the AI-powered finance department of the future. With over 120 billion financial transactions analyzed with MindBridge’s AI, we set the standard for innovation, scalability, and customer satisfaction.

At MindBridge, we're driven by innovation and excellence, united as a team to revolutionize financial integrity. Here, your ideas matter, and your efforts make a meaningful impact. If you're passionate about using AI to drive positive change, MindBridge is the perfect fit. What distinguishes us is our unwavering commitment to our values: Innovation, Collaboration, and Integrity. These principles foster a vibrant workplace culture, where appreciation and a strong sense of community flourish.

About this role:

Are you passionate about working with customers and solving problems to change the world of finance, audit, and control through AI (Artificial Intelligence) driven insights? MindBridge is actively looking for audit and financial professionals or experienced CSMs with a knowledge of and curiosity for finance, accounting, and control.

As part of our Global Services Customer Success team reporting to the Director of Customer Success, you will work closely with your customers to drive value realization and product adoption across various use cases. This requires either possessing or quickly developing strong audit or accounting foundation as well as a curious and innovative mindset to lead our customers to successful platform adoption.

Your responsibilities:

  • Serve as the main point of contact for customers post-sales and throughout their journey with MindBridge.
  • Coordinate cross-functionally to meet renewal and upsell goals.
  • Apply a data-driven mindset to provide insights across the customer journey.
  • Review and enhance customer success processes and policies to drive successful product adoption.
  • Grow customers’ depth of understanding by providing educational sessions on new and existing features of the MindBridge risk discovery platform.
  • Collaborate with Product Management to identify, drive and prioritize improvements in product offerings, processes, systems and tools.
  • Contribute, author, and edit MindBridge customer facing content and support the development of learning and training material.
  • Develop product expertise and collaborate with Subject Matter Experts (e.g. chartered accountants, data scientists, product managers) to provide customers with in-depth domain and product support.
  • Identify and provide clear actionable recommendations on internal areas of improvement within customer success.
  • Develop a trusted advisor relationship with customers and develop them into MindBridge champions.
  • Leverage data and key CS metrics to drive strategic conversations, including: NRR, NPS, CSAT and utilization.
  • Create and deliver quality presentations focused on strategic planning and value-realization.
  • Drive growth and retention of a book of customers by developing long-term high-value relationships and strategic plans focused on success and adoption.

    Your qualifications & requirements:

    • Experienced in working with large and complex organizations to solve business problems and create value with technology.
    • Flexible and creative in helping our customers build strategies for successful adoption.
    • Able to adjust priorities as required and work in an agile environmentEnthusiastic about technology and demonstrate aptitude to grasp and translate technical concepts.
    • Capable of navigating complex customer organizations and manage feedback professionally.
    • Able to travel to/ from Canada, US, EU and UK as required.
    • Willing to support customer requirements that, on occasion, fall outside of normal business hours.
    • Organized, analytical, and data-driven.
    • Comfortable learning complex software and delivering training to non-technical users.
    • Collaborative with cross-functional business partners, teams, and executives to drive to solutions.
    • Dedicated and focused on optimizing customer experience.
    • Ability to take initiative and work autonomously and a willingness to ask for help and support where required.
    • 5+ years' experience in customer success, account management, consulting, audit or data analytics.
    • Bachelor of Commerce/Accounting/Business or equivalent degree required.
    • CPA/CA, CIA, CISA, CRMA, CFE or other relevant designation/qualification or overseas equivalent is considered an asset.
    • 2-3 years' experience in external or internal audit is an asset.
    • Experience working with ERPs or ERP data as an asset.
    • Project or change management experience is an asset.

    Requirements Contingent on Employment:

    • Fulfill requirements necessary to obtain and clear a full background check.

    Why You’ll Love Being Part of Our Team:

    📈 Competitive Compensation and Equity

    🏠 Flexible Work – Hybrid or Remote

    🍏 Comprehensive health benefits and wellness programs

    📚 Professional development opportunities

    🌴 Flexible Time Off

    💰 Company Matched Retirement Plans

    🔕 Unplug and recharge - 4 company-wide digital detox days annually

    Equal Opportunity at MindBridge:

    At the heart of our global success lies commitment to diversity and inclusion. We rigorously enforce an equal opportunity policy in all aspects of employment, championing merit and qualifications as our benchmarks. MindBridge is a proud equal opportunity employer, embracing applicants of all backgrounds without regard to race, nationality, religion, gender, disability, or any other factors.

    At MindBridge, we are committed to providing an accessible candidate experience. If you require accommodations during the interview process or beyond, please inform us. We will work with you to provide necessary support and reasonable accommodations while maintaining confidentiality. Your comfort and participation are paramount to us.