Customer Success Manager

Overview

Who We Are: ACAMS is the largest international membership organization dedicated to providing opportunities for anti-financial crime (AFC) education, best practices, and peer-to-peer networking to AFC professionals globally. With over 115,000 members across 180 jurisdictions, ACAMS is committed to fighting and preventing financial crime through knowledge-sharing in AML/CFT and sanctions, thought leadership, risk-mitigation services, ESG initiatives, and platforms for public-private dialogue.

The association’s CAMS certification is the gold-standard qualification for AFC professionals, while the CGSS is its premier specialist qualification for sanctions professionals. ACAMS has recently expanded its certification portfolio to include the Certified Anti-Fraud Specialist (CAFS). Through its 60+ Chapters and global conferences, ACAMS brings together AFC professionals to exchange ideas, strengthen networks, and drive meaningful change. Visit acams.org for more information.

Reporting to the Regional Operations Manager, the Success Manager is a member of the America’s team with the responsibility to manage and deliver high priority client and internal projects (product development & translations, systems implementation, etc.). We’re looking for a customer success manager who will work with the team from inside the trenches. As a key member of specific client teams, you will partner with relevant sales managers to help craft the customer success plan, build strong relationships with clients, and collaborate with cross-functional teams internally to deliver consistently excellent customer experiences.

Our ideal candidate is passionate about using analytical skills to identify problems, find and execute solutions, and improve relationships.

• Own overall operational relationship with assigned clients, including managing onboarding, implementation, training, and high levels of customer satisfaction. Manage and resolve all customer, sales and partnerships cases (call or email) within defined KPI’s (SLA, Quality and Customer Satisfaction) while providing excellent service experience to clients and members.
• Trusted partner for sales to maintain and develop customer success strategies and best practices.
• Communicate effectively with internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
• Maintain existing customer success metrics and data as directed.
• Client or internal project management: overall responsibility to ensure timely delivery of all project deliverables; prepare regular status reports and conduct regular status meetings with project teams, documenting minutes and actions; coordinate internal resources and third parties/vendors for flawless delivery/execution; manage changes to project scope, schedule and costs using appropriate verification techniques; ensure process documentation is up to date.
• Support/lead delivery of key ACAMS events (in-person and virtual) as assigned.
• Manage own time effectively to maximize utilization and balance multiple priorities.

• Minimum bachelor’s degree in business or IT related field or equivalent experience.
• Minimum of 5+ years of customer account or solution management experience with a proven ability to manage multiple clients and deliverables concurrently. Preferably within Fintech/SaaS/Financial Services.
• Strong stakeholder management, organizational and influencing skills.
• Experience in managing project teams across different locations, internal & external.
• Technology-savvy with advanced proficiency in MS Office suite, CRM, and analytics tools like Qlik View, Power BI, etc.
• Fluent written and spoken English; additional regional language proficiency preferred.

We are proud to be an EEO employer M/F/D/V. At ACAMS, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.