[Hiring] Customer Success Manager @Regnology

Role Description

As a Customer Success Manager, you will be focused on driving customer loyalty, retention, and growth. This is done by creating visibility of our customer experience across the Regnology client's ‘customer journey’ using a combination of KPIs, customer feedback such as NPS, and insights which will be combined to track the ‘health score’ of each client account.

You will act as a client advocate, gathering and maintaining data about clients, various cycles that impact their business, and facilitating data-driven actions and decisions.

You will be focused on driving awareness of the key pain points our customers are experiencing and working with the Customer Success leadership to identify process improvement initiatives that will improve customers’ experience.

• Building strong and long-lasting relationships with your customers, owning the relationship through proactive and reactive engagements.
• Understanding the customer experience with our products and services, effectively feeding back to enable iterative improvements as well as immediate points of correction.
• Deliver to the customer through a designed standard framework, carrying out a ‘Service Review’ at regular intervals, presenting customers with information you have compiled.
• Through analysis of metrics and KPIs in place, form a Customer Success plan that is fitting to the customers’ needs. This plan will remove/mitigate problems, in turn consistently improving their experience.
• Customer advocacy acts as a spokesperson on behalf of the customer. Working through difficult situations via transparency and partnership, while protecting the reputation of Regnology.
• Deliver on KPIs assigned to you; these KPIs underpin the operation and allow us to provide a standard experience to customers.
• In the event of a Major Incident, work in a collegial manner with the team to drive positive outcomes. A key element will be to ensure they are communicated to in a satisfactory manner, taking ownership of comms as/when required.

Qualifications

• Bachelor’s degree in Business or related fields.
• Proven experience as a Customer Success Manager or in a comparable client-facing role.
• Experience within financial markets, ideally with banking clients.
• Preferably exposure to regulatory reporting and/or risk management.
• Prior experience in an international setup and working with international banks.
• You are based in Bogota.

Benefits

• Opportunity to take on responsibility and participate in international projects.
• Numerous individual and wide-ranging training opportunities during which you can explore technical and functional areas.
• Internal mobility initiative encourages colleagues to transfer cross-functionally to gain experience and promotes knowledge sharing.
• Positive working atmosphere characterized by a supportive team across different locations and countries, and transparent communication across all levels.
• Numerous team events to meet your colleagues.

Company Description

Regnology is a recognised leader in regulatory, risk, tax, finance reporting as well as supervisory technology, connecting regulators and the regulated across more than 100 countries.

Serving Tier 1 banks, regional institutions, corporates, insurers, and authorities, our modular, cloud-native platform delivers trusted compliance, innovation, and future-ready solutions—empowering clients with global reach, local expertise, and proven leadership.

Visit our website: www.regnology.net

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