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DATE ADDED: Sat 31/08/2019

Client Success Manager

London, UK


JOB TYPE: Permanent, FullTime

SALARY: £80,000

Job Description:

Our Customer Success team work closely with leading banks and investment houses around the globe. The team's role is broad and diverse and involves working closely with colleagues across the company to coordinate delivery and translate customer requirements into focused solutions. After a customer goes live, Customer Success becomes paramount, and the team are responsible for continuing to support the customer on their journey.

We are looking for an energetic and proactive person, who is comfortable using MS Office, with a keen interest in engaging with customers. A person who likes to do different things on a daily basis and enjoys learning new skills.

What you'll do

Customer Onboarding: Learn the onboarding process and configure new customers onto the SaaS platform.
Customer Training: Become an SME of the platform, and over time grow comfortable delivering training webinars and product demonstrations to customers.
Customer engagement: Own key parts of the customer engagement model, preparing and sending monthly customer information packs, facilitating the creation of the monthly newsletter and running NPS surveys.
Customer Success: Build relationships with organisations, improving customer adoption and ensuring the value is well understood.
Documentation: Produce and maintain client facing product materials - training slides, videos, FAQs, quick starts, what's new spotlights and how to guides.
Data analytics: Help to gather customer insight and feed analysis back to customer success, sales and engineering teams.
PMO Support: Provide ongoing ad-hoc support to project managers, supporting client side visits, capturing meeting minutes, collecting and reporting status to internal stakeholders, ensuring project plans are well maintained, and issues and risks are captured and reported.

What we're looking for

The role is suited for a degree educated individual, looking to build a career in Customer Success at a growing London FinTech.
A customer facing individual who enjoys building professional relationships with colleagues and clients alike.
Empathetic, positive attitude with a desire to help our customers reach their goals.
Effective communication and interpersonal skills. Highly organised, collaborative and detail oriented.
A keen interest for technology and for being a part of a fast moving start-up environment.
Results-driven mentality, self-motivated, enthusiastic and with a can do attitude and a bias for speed and action.