Customer Success Operation

Location: TCMi - Bucharest

The Work We Do

Teciem designs, builds, and delivers treasury and capital markets software solutions for financial institutions worldwide. We serve banks of every size and geography, offering the right setup for the right need.

Our solutions are designed to replace multiple disconnected systems with one complete, front-to-back platform, helping customers to capture trading and business opportunities quickly, clearly and with control. We cover the entire trading lifecycle, ensuring that everything - from execution to position keeping, to risk management – runs smoothly.

With decades of experience and one of the largest, most diverse client bases in the industry, we turn deep industry knowledge into software that covers most asset classes, meets complex real-world treasury and capital market's needs, and adapts as markets evolve.

Customer Success Operations Analyst

Bucharest | Grade 7 | Reports to: Head of CCO Operations & Programs

The organisation

Teciem is a financial software solutions provider. Treasury and capital markets run through our name, our heritage and our DNA. Through strategic acquisitions and continuous innovation, our people and products have pioneered financial software solutions as part of Misys and Thomson Reuters and most recently leveraged scale as the Treasury and Capital Markets business within Finastra. Now with our new name, increased ambition and a new strategy we are in a phase of accelerated growth, innovation and transformation with a culture infused by transparency, accountability, performance orientation, our customer mindset and our people.

The opportunity

Teciem's Customer organisation supports a global base of leading banks and financial institutions across treasury and capital markets. This role sits at the centre of how we run Customer Success: you will own our Customer Success Platform, design the processes that sit on it, and turn data from across our customer portfolio into insight our teams can act on. You will also help shape how we use AI across Customer Success, making our teams more productive and our customers' experience better.

Role purpose

• Run and continually improve the Customer Success Platform, processes and reporting, so that CSMs have the data, insight and automation they need to spend their time with customers.
• Core accountabilities
• Administer and maintain our Customer Success Platform (e.g. Gainsight), and ensure the data that feeds it is accurate
• Apply business analysis to design Customer Success processes and automate them
• Turn CS roadmap requirements from CS Enablement into designed and implemented solutions
• Bring an AI mindset, using AI in and around the Customer Success Platform to increase productivity and enhance the customer experience
• Provide operational support and reporting to CSMs and Customer Success leaders
• Enable CSMs on the platform through demonstrations, tutorials and documentation
• Analyse the whole customer portfolio, forecast and track customer health, and make sure insights are acted on

Key distinction

• CS Operations designs, builds and runs the platform, processes, automation and reporting
• CS Enablement owns the CS roadmap, playbooks and best practice that CS Operations implements
• CSMs own customer relationships and outcomes
• Scope of Responsibility (Direct ownership)
• Customer Success operations (primary focus)
• Customer Success Platform administration and data quality (configuration, users, data, rules, health scores, success plans and CTAs)
• Process design, customer journey mapping and automation
• AI capabilities in and around the platform, including MCP-based integration with other CS tools
• Platform enablement (demonstrations, tutorials and documentation)
• Reporting, dashboards and CSM operational support
• Customer health forecasting, portfolio insights and trend analysis
• Collaboration (no direct ownership)
• Head of CCO Operations & Programs: priorities, CS technology roadmap and Always-N reporting
• CS Enablement: roadmap requirements, playbooks and process design
• CSMs and regional Heads of CS: day-to-day users, reporting needs and feedback
• Customer Experience: NPS and feedback programmes run through the platform
• Sales, Marketing, Product and Support: cross-functional processes that support CS outcomes
• Sales Operations and upstream data owners: Salesforce data quality, definitions and timely correction
• IT and data teams: integrations, data quality and access
• Important clarifications
• The role does not set the CS roadmap or playbook content. It designs and implements what CS Enablement defines
• The role does not own customer relationships. It equips the teams who do
• The role builds, automates and runs customer feedback programmes such as NPS in the Customer Success Platform. Customer Experience owns their execution, data collection and insight

Key Responsibilities

• Platform administration
• Own the day-to-day administration of the Customer Success Platform: configuration, user access, data integrity, rules and releases
• Maintain health scores, success plans, CTAs, playbooks and NPS surveys in the platform
• Manage integrations and data flows from Salesforce, our source of truth, and other systems
• Work with upstream teams to keep source data high quality and make sure issues are corrected promptly, so the platform stays accurate
• Business analysis, process design & automation
• Gather and analyse requirements from CS Enablement and translate them into platform and process designs
• Map the customer journey and optimise lifecycle processes in the platform, including customer onboarding
• Design, document and implement standard operating procedures for Customer Success operations
• Identify and deliver automation that removes manual work and keeps CSMs customer-facing
• AI & integration
• Champion AI capabilities within the Customer Success Platform, such as generated summaries, insights and recommendations
• Use MCP and other integration approaches to connect the platform with the wider tools CSMs use
• Identify and pilot AI use cases that make CSMs more efficient and enhance the customer experience
• Platform enablement & operational support
• Run internal demonstrations for CSM teams on new and existing platform capabilities
• Create and continually improve tutorials, guides and documentation
• Keep CSMs up to date on platform, process and relevant business changes, with CS Enablement
• Respond to CSM requests for access, reports and platform support
• Reporting, health & portfolio insights
• Build and maintain reports and dashboards for CSMs, Customer Success leaders and the CCO
• Forecast and track customer health metrics across the portfolio
• Analyse insights and trends in health, adoption, risk and version data, and recommend how to address customer needs and challenges
• Measure the effectiveness of CS initiatives, and make sure insights reach the right teams and are acted on

Success metrics

Primary

Gross Revenue Retention (GRR)

• Platform adoption and data quality
• CS roadmap delivered on plan
• Manual effort automated
• Portfolio insights acted on
• AI use cases adopted

Secondary

• CSM satisfaction
• Response time to CSM requests
• Data issue resolution time
• Health forecast accuracy

Experience & skills

• 5+ years in Customer Success operations, CRM administration or business analysis, ideally in software or financial services
• Hands-on administration of a Customer Success Platform (e.g. Gainsight), with platform certification a plus, and familiarity with Salesforce
• Strong understanding of customer journey mapping and lifecycle optimisation
• Track record of designing processes, delivering automation and managing projects
• An AI mindset, with practical experience of AI tools such as Microsoft Copilot or Claude and how they connect to business systems (e.g. via MCP) beneficial
• Degree in Business, Technology, Operations, Information Systems or similar
• Hard skills
• CS Platform admin

Salesforce / CRM

Business analysis

Journey mapping

Dashboards

• AI tools and MCP
• Soft skills
• Problem solving
• Project management
• Stakeholder skills
• Clear communication
• Service mindset

Languages

Fluent English

[Language]: [required / preferred]

It is the engine room of Customer Success at Teciem, powered by data, automation and AI.

Diverse Minds, Shared Ambition

At Teciem, we believe that our strength comes from the diversity of our people. Different perspectives, backgrounds, and experiences fuel our innovation and help us build solutions that truly make a difference in the world of financial technology.

We’re committed to creating a workplace where everyone feels respected, heard, and empowered to grow. Here, you can bring your whole self to work, contribute your unique ideas, and be part of a team driven by shared ambition.

We welcome talent from all walks of life and encourage applications from individuals of all genders, races, ages, abilities, identities, and beliefs. Together, we’re shaping a culture where diversity isn’t just celebrated — it’s essential to our success.

Additional Locations: TCMi - Bengaluru