Program Manager, Digital Customer Success & Voice of the Customer – Temenos Group AG

Temenos powers a world of banking thatcreates opportunities for billions of people and businesses everywhere. We havebeen doing this for over 30 years through the pioneering spirit of our Temenosianswho are passionate about making banking better, together.

We serve over 3000 clients from the largest to challengers andcommunity banks in 150+ countries. We collaboratewith clients to build new banking services and state-of-the-art customerexperiences on our open banking platform, helping them operate moresustainably.

At Temenos, we have an open-minded andinclusive culture, where everyone has the power to create their own destiny andmake a positive contribution to the world of banking and society.

The Program Manager, Digital Customer Success is responsible fordelivering results – Net Annual Recurring Revenue (ARR) Retention, ServicesSales, and Net Promoter Score (NPS) continuous improvement – and receivingassociated incentive compensation, by leading the strategy and execution of global,closed-loop Voice of the Customer (VOC) and Digital Customer Success programs.
Reporting to the Head of Global Customer Success, this is an individualcontributor role requiring independence and influence.

The preferred location is Eastern Time zone in the USA. 

• Create new, global programs and manage implementation and continuous improvement of closed-loop and integrated processes, platforms, and data:
  
  • From VOC including relational Net Promoter Score (NPS) and transactional Customer Satisfaction (CSat),
    
  • To internal stakeholders’ actions and accountability,  
    
  • And digital channels and automated communications to customers,
    
  • In order to drive ARR Retention and Expansion.
    
• Key Performance Indicators (KPI) include account and key stakeholder engagements, product adoption, utilization, and renewals.
  
• Primarily high-impact programs for customer accounts without assigned high-touch Customer Success Managers, and secondarily foundational digital customer success programs for all accounts.
  
• Direct, real-time engagements with Americas customers may be appropriate to optimize results.
  
• Design and execute NPS & CSat surveys, usability testing, and dashboards.
  
• Conduct root cause and driver analysis, segmentation, and journey mapping to uncover friction points and improvement opportunities.
  
• Monitor and analyze account and product data to identify trends and proactively address any issues.
  
• You will act as an advocate for customers within the organization, effectively communicating customer needs and feedback to internal teams in order to improve customer experience measures and Temenos results.
  
• Collaborate closely and communicate across global time zones, including non-Americas business hours
  
• Including cross-functional teams Marketing, Sales, Customer Success, Customer Training, Services, Customer Support, Product Management, Commercials and Finance.
  
• You will develop a comprehensive understanding of our banking software products and services, and apply to digital customer engagement programs.

• have experience applying Qualtrics, ChurnZero, and Salesforce platforms, plus AI solutions like Microsoft and others.
  
• Have a proven record of results in a similar Digital Customer Success & VOC role within the same domain (5 years or more)
• Language requirements include English, plus Spanish is a value-add. 
• International exposure and ability to lead meetings across global time zones, and travel globally occasionally as required.
  
• You should have a university education in relevant disciplines, such as Business Administration, Analytics, Finance, or Computer Science.
  
• Preferably have an understanding of banking operations and relevant processes (front, middle, back office) and, thorough understanding of IT processes and implementations from both functional and technical perspectives.
  
• You should be able to deal with people at all levels within an organization and show and demonstrate negotiating skills with key decision-makers.
  
• Demonstrate excellent communication, presentation, and interpersonal skills to establish interest, trust, and credibility.
  
• You should be highly organized with excellent time and project management skills and attention to detail.

• Care about establishing interest, trust, and credibility towards our clients, but also your internal stakeholders.
• Commit to customers success and to our company results in accordance with Temenos strategy.
• Collaborate to maintain the highest standards of Temenos throughself-motivation, ambition, and focus. Be a truly Temenosity ambassador.
• Challenge yourself to make your customers successful and meet your KPIs and strive to keep Temenos at its highest level in the market.

• Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month
  
• Civil Partnership: 1 week of paid leave if you’re getting married. This covers marriages and civil partnerships, including same sex/civil partnership
  
• Family care: 4 weeks of paid family care leave
  
• Recharge days: 4 days per year to use when you need to physically or mentally needed to recharge
  
• Study leave: 2 weeks of paid leave each year for study or personal development