Client Success Manager

**Purpose of the role**:
Pico is looking to expand its’ Client Success Management (CSM) team in APAC to support growth in clients and market share. The CSM team sit alongside the Sales and Sales Engineering teams, and are responsible for the management of technical project deliveries across Pico’s product suite. The role of the Client Success Manager is to ensure the successful and timely delivery of projects and to enable Pico to recognise client revenue. Project management is a core responsibility of the Client Success Manager, who will work closely with external clients and internal teams, to assess and document requirements, construct project plans, coordinate delivery, and communicate the status of various initiatives.

**Responsibilities and duties (include but are not limited to)**:

- Build strong and independent relationships with assigned client(s) to onboard key details and data on the client environment, dependencies, plans and goals to embed KYC as part of the account team
- Liaise with clients and technical teams across the business to define project deliverables and deliver complex solutions for global clients. This includes requirements-gathering sessions with clients and/or Pico internal teams and documenting assumptions, decisions, risks, and actions.
- Lead internal team(s) to prioritise approved project work based on analysis of strategic importance, tasks outstanding, obstacles or barriers, budgets, resources and deadlines.
- Create and maintain regular proactive communications (verbal and/or written) to ensure effective delivery, project risk mitigation and traceability with client’s key stakeholders and resources (including but not limited to):

- o Create, maintain and share project plans
- o Drive calls and written communications with clients and act as key touchpoint for ongoing activity
- o Lead project planning calls and written communication with Engineering teams (Network, Systems, Data Center and Implementation)
- Navigate the organisation effectively to deliver each component of complex projects while holding internal resources accountable for their deliverables and managing clients for their inputs
- Make necessary decisions to prioritise elements of projects based on critical paths, tasks outstanding, key dependencies, and/or obstacles or barriers to successful delivery and recognition of revenues
- Evaluate all key project deliverables, as well as final product, to ensure traceability of requirements and customer acceptance
- Effectively translate requirements into plans, presentations, or specification documents for review with clients and management and for use by Sales
- Complete the “permit to operate” process to hand over large client initiatives to Service Operations Collaborate with client on overall book of work to drive visibility and prioritisation to support client in achieving business goals.

**Education, Skills, and Background (including experience requirements)**:

- Highly driven, results oriented, “no detail too small” individual with a commitment to excellence and self-learning
- Ideally a graduate with a minimum of 2 years’ relevant experience including PMP or Prince2 certification
- Strong organisational and time management skills with the ability to work autonomously and as a team player
- Ability to manage multiple streams of work, with potential for changes in priorities, while maintaining high quality standards
- Financial market awareness including areas such as market participants, trading, market data and regulatory themes
- Technology-minded with foundational understanding of Hosting/Network/Systems/Cloud/ Software/IT Operations and their interoperation
- Excellent written and verbal communication skills and ability to engage with senior management and high-touch clients
- Working knowledge of MS PowerPoint, Excel, Word and Project