Director Of Customer Success, Data And Analytics

Overview
Who we are:
BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the “bank of banks” - 97% of the world’s top banks work with us as we lead and serve our customers into the new era of digital.
With over 240 years of rich history and industry firsts, BNY Mellon has been built upon our proven ability to evolve, lead, and drive new ideas at every turn. Today, we’re approximately 50,000 employees across 35 countries with a culture that empowers you to grow, take risks, experiment and be yourself. This is what #LifeAtBNYMellon is all about.
We are hiring an exceptional individual to lead our Customer Success Team!
The Customer Success Management Team plays a critical role in collaborating with our clients to maximize the value of their investment in our BNYM Data and Analytics software products, data solutions and services. The CS Team proactively engages with our clients to identify valuable opportunities aligned to their evolving business needs, shares best practices and new features, and drives change management and adoption activities. We are seeking a customer obsessed leader who is passionate about empowering our clients to accelerate business value through our products and services. The candidate we are seeking will:
Be an expert in the financial services industry and its business processes, with focus on the financial technology related to Data Management, Accounting and Performance Measurement, Wealth Management and private asset investments.
Promote adoption of technology by helping clients maximize the utilization of our products through hands-on knowledge of the software demonstrating features beyond core functionality.
Support clients in their transition to a post-sales production environment, proactively coordinating with cross-functional teams to reduce implementation risk.
Be responsible for coaching, development, training, skills management, and delivery metrics of a global team.
Make data-driven decisions to improve operational quality and efficiency.
Design and manage key metrics to drive the highest level of Customer Success.
Establish strong working relationships with sales, professional services, and product executives.
Turn customer feedback into actionable steps to improve our products and enhance our service delivery.
Partner with cross-functional support teams to drive satisfactory resolution of client escalations.
Candidates should have the following qualifications:
BS or MS degree in Computer Science, Information Technology, Engineering, Business or related field/experience
15+ Years experience
Passion for technology and client obsessed
Experience with building and managing client facing / success organizations, with a track record of leading a team against high- growth goals
Strong stakeholder and relationship management skills across senior leaders, partners, and customers
Excellent verbal and written communication, analytical and presentation skills
A reputation for fairness, dependability, and adherence to high ethical standards
Bachelors degree or the equivalent combination of education and experience is required. Advanced/graduate degree preferred. 10-12 years of total work experience is preferred. Securities, financial products and/or financial industry experience preferred. Applicable local/regional licenses or certifications as required by the business. BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals with Disabilities/Protected Veterans. Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.
BNY Mellon assesses market data to ensure a competitive compensation package for our employees. The base salary for this position is expected to be between $180,000 and $250,000 per year at the commencement of employment. However, base salary if hired will be determined on an individualized basis, including as to experience and market location, and is only part of the BNYM total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, short and long-term incentive packages, and Company-sponsored benefit programs. This position is at-will and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation) at any time, including for reasons related to individual performance, change in geographic location, Company or individual department/team performance, and market factors.
Employer Description:
For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments and safeguards nearly one-fifth of the world's financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helping clients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and more than 100 markets. It's the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark: bnymellon.com/careers.
EEO Statement:
BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans. Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.