Ripple is hiring a

Customer Success Senior Manager

The Customer Success Senior Manager plays a key role within the RippleNet Organization. The CSSM will focus on deepening customer relationships by scaling their volume with existing connections, connecting to additional qualified receivers, and upselling / cross-selling new products & services

 

WHAT YOU’LL DO

  • Develops a deep understanding of each customer's organization, internal communities, aspirations and needs whilst having knowledge of the technologies our customers use
  • Identifies aspects of Ripple engagement and advocacy that needs to be strengthened.
  • Considered an advisor/Ripple advocate among customers, enabling them to better exploit the potential of Ripple and participate in the development of new and ground-breaking concepts.
  • Capable of financial, business and value analysis having the ability to understand and analyze key financial targets (cost reduction, revenue growth, etc.).
  • Demonstrates a deep knowledge of customer success best practices in order to oversee and drive complex customer-facing delivery responsibilities for both business and technical workstreams.
  • Executes day to day responsibilities with help and guidance from direct manager
  • Navigates pre-sales activities challenges and promptly escalates when appropriate
  • Identifies new business opportunities, develops account plans, QBRs and communicates these across the organization via SFDC and otherwise
  • Leads hands-on tactical task management to drive shared key initiatives, works with cross-functional stakeholders (CPE, TS, Sales, BD, Finance, PMM, Legal) and manager to creatively solve complex business and operational issues, often unique to each customer.
  • Collect feedback related to Ripple's value proposition
  • Identifies challenges and provides insight and solutions in how to overcome them effectively working cross functionally to enhance volume over RippleNet
  • Actively involved in improving internal processes cross functionally
  • Capable of strategic, financial, business and value analysis. Develops a strategic perspective in order to create clarity out of complex and disconnected details.
  • Has the ability to operate with little/no direct help from manager
  • Identifies new business opportunities, develops prescriptive strategic plans and influences customer's stakeholders to transform the customer's business and drive platform adoption and volume.
  • Creatively solves complex business and operational issues (internal/external) that may be inhibiting customer adoption and full utilization of Ripple
  • Collates customer feedback into themes and develops solutions based on it
  • Anticipates points of conflict and opportunity and articulates concrete and compelling terms on how they can be addressed

 

WHAT WE'RE LOOKING FOR

  • 10+ years of experience in transaction banking, cash management, FX, payment processing, or a related field at a major financial institution in a customer-facing field. - OR - Typically 8-10 years management consulting and delivery experience (or similar experience) gained within a technology or financial services organization.tent with product vision (i.e., SOA, Application integration, API design and management)
  • Preferably prior experience working for a FinTech or start-up organisation 
  • Knowledgeable experience working with payment industry data standards (e.g. in Banking (ISO20022, domestic ACH schemes, SWIFT)
  • Demonstrable understanding of multi-stakeholder management in complex environments
  • Experience in development and launch of modern, complex business solutions involving innovative technology and B2B relationships
  • Excellent in building and maintaining relationships in cross-functional teams
  • Excellent Interpersonal skills and experience in coaching others. Ability to consult, motivate and inspire others to achieve challenging goals through leading by example
  • You have interest and experience in championing and driving the development of product software feature
  • You will have a sense of urgency and be highly self-motivated to create impact and succeed

 

WHAT WE OFFER:

  • The chance to work in a fast-paced start-up environment with experienced industry leaders
  • A learning environment where you can dive deep into the latest technologies and make an impact
  • Competitive salary and equity
  • Medical and vision with 100% employer contributions for employees and dependents
  • Industry-leading parental leave policies
  • Generous wellness reimbursement program
  • Weekly company-wide meeting - ask anything you may want to know
 

WHO WE ARE:

Ripple is doing for value what the internet did for information: enabling its instant and seamless flow around the world. We call this the Internet of Value (IoV). Using blockchain and cryptocurrency technology, Ripple is dedicated to creating powerful gains in financial efficiency, equity and inclusion. In addition, Ripple is developing and enabling the future use cases that will catalyze the new digital economy for governments, businesses and consumers.

Ripple has offices in San Francisco (HQ), New York, London, Mumbai, Singapore, São Paulo, Reykjavík, Washington D.C. and Dubai.


Ripple is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.
 
Please find our UK/EU applicant privacy notice here.

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