Customer Success Partner - Product Specialist

Description

Personetics is shaping the Cognitive Banking era, harnessing AI to help banks anticipate customer needs, provide actionable insights, and deliver intelligent financial guidance. Our platform continuously analyzes and leverages real-time transactional data, enabling banks to proactively support customers in managing their finances and reaching their goals.

As industry leaders — yes, we really are leaders — we partner with the world’s top financial institutions, empowering over 150 million customers monthly across 35 global markets from offices in New York, London, Singapore, São Paulo, and Tel Aviv.

About The Position

The Customer Success Partner – Product Specialist plays a key role in helping customers maximize the value of the Personetics Platform through onboarding, enablement, optimization, and ongoing performance management.

This is a customer-facing, product-focused role that combines strong platform expertise, technical aptitude, and analytical thinking. You will guide customers through platform workflows, best practices, and insight management, lead training sessions and certification workshops, and help them confidently adopt and evolve their engagement strategies.

As a trusted advisor, you will analyze platform performance present adoption trends, and business-impact metrics, turning data into actionable recommendations that drive measurable outcomes. Working hands-on within the platform, you will collaborate closely with Customer Success, Product, Professional Services, Sales, Solution Engineering, and Marketing teams to ensure customers realize long-term value from their investment in Personetics.

The ideal candidate is customer-centric, curious, and data-driven, with the ability to operate at the intersection of technology, analytics, and business strategy while building strong relationships with leading financial institutions.

• Location: Remote – Philippines**
  
  

• Serve as a key platform consultant across Personetics, maintaining deep knowledge of our platform.
• Lead the configuration, customization, and implementation of insights within the platform to support client-specific business objectives and use cases.
• Own onboarding of new customers on the Personetics Console, delivering structured training sessions that ensure strong foundational understanding of platform workflows, governance, and best practices.
• Lead onsite and virtual platform certification workshops, enabling client teams to confidently manage, evolve, and optimize their insight strategies independently.
• Lead and support regular client performance reviews, including preparation of performance analysis, identification of trends, review of adoption and usage metrics, and presentation of actionable recommendations.
• Build reusable insight frameworks and templates that enable scalable customization while maintaining high standards of quality and governance.
• Leverage AI tools on a regular basis to accelerate insight ideation, performance analysis, documentation, and enablement materials.
• Track client requests, open issues, enhancement needs, and feedback themes in a structured and consistent manner, ensuring visibility, follow-up, prioritization, and escalation where required.
• Collaborate with more senior Directors, regional VPs, and Client Success leadership to support strategic accounts, prepare executive-level client discussions, and align platform recommendations with regional account priorities.
• Collaborate cross-functionally with Product, Delivery, Business Analysts, Sales and Marketing to ensure alignment on platform capabilities, best practices, and client needs.
  
  

• 3–6 years of experience in a similar B2B SaaS role - business, product, or product-oriented customer-facing role.
• Demonstrated ability to lead customer training sessions, workshops, consulting engagements, or performance-review discussions with confidence and clarity.
• Proven experience working with a technical product or platform environment
• Experience with customer success platforms, ticketing systems, CRM tools, or structured client-request tracking processes.
• Strong analytical skills with advanced Excel proficiency and experience working with BI and data analytics tools (e.g., Power BI, Databricks or similar).
• Comfortable working with AI tools to enhance productivity, analysis, and workflows.
• Excellent communication skills in English (written and verbal);
• Willingness and ability to travel to customer sites as needed (approximately 25%)
  
  

• Familiarity with data systems, system integrations, IT environments, or Linux-based infrastructure
• Experience in fintech or the financial services industry