Associate Project Manager -Customer Success

Customer Success · London, London, City of
Department Customer Success
Employment Type Full-Time
Minimum Experience Entry-level

Job title:  Associate Project Manager - Customer Success

Location: London, UK

Salary: Competitive  


The Customer Success team is responsible for all client relationships and understanding client needs. The team function as the ‘Client Voice’ within FINBOURNE, acting as a single point of escalation for each client.


The team are involved across the full client lifecycle and are prominent in both ongoing relationship management and implementation. The team are also responsible for effective governance of all client facing contracts.


Internally, the team work closely with Product, Engineering, Sales Engineering and Operations teams ensuring that resources are directed correctly and the status of each client is fully understood.


Key responsibilities:


  • Supporting Senior Project Managers across a portfolio of clients throughout the project
    implementation lifecycle, from initiation to BAU handover.
  • Being involved in pre contract project and resource scoping, as well as current technical state mapping.
  • Supporting Senior Project Managers in defining and documenting future state architecture and
    processes, by collaborating with internal and external SME’s
  • Supporting Senior Project Managers build coherent and deliverable project plans, to assimilate
    external deliverables against internal related builds and resource requirements.
  • Attending and minuting daily stand ups, both internal to Finbourne and externally with the
    client(s).
  • Attending and minuting all technical calls with client developers and Finbourne sales engineers.
  • Supporting Senior Project Managers in creating content for Governance Forums, both internally
    and externally and minuting governance meetings.
  • Using JIRA, Dynamics and the RAID logs to support deliveries with the sales engineers and
    implementation consultants.
  • Tracking time spent across projects using Jira and sending Time & Material reports to clients
    against contractual enhanced support agreements.
  • Building strong and productive relationships with key internal and external stakeholders.
    Managing tracking and chasing down internal software development, against client project
    milestones.
  • Learning the LUSID & Luminesce products with a view to eventually becoming proficient in
    providing consultancy to clients, on optimum data models and product usage design.


Skills, experience and qualifications we require:

  • Experience in financial markets is preferable, but not essential for a candidate with the right
    aptitude.
  • Experience in initiating and delivering small scale software/client change projects or
    background in business analysis disciplines.
  • Experience in maintaining project documentation, such as Project Initiation Documentation
    (PID),Business Requirements Documentation (BRD), Project Plans and RAID logs.
  • Understanding of basic business analysis methodologies is preferable
  • Experience in a client facing role is preferable, the individual must be verbally confident, and be
    able to engage with external stakeholders at any level.
  • Experience of Professional Services and SaaS commercial models is preferable
  • Excellent stakeholder management skills.
  • Excellent knowledge of MS office products is a must, advanced level excel, and ability to query
    using SQL is preferable.
  • Knowledge of Agile delivery methodology.
  • Relevant degree in a technical or business discipline, or equivalent qualification.
  • An entrepreneurial spirit, with the ability to build new processes and procedures that will add
    value to a start-up enterprise.
  • A self-starter who works using their own initiative to problem solve, and navigate the internal
    workings of an organisation.


Thank You

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  • Location
    London, London, City of
  • Department
    Customer Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level