Job Description

Customer Success Executive

Customer Success Executive / Customer Experience Consultant / Customer Support Analyst / Applications Support Analyst / Customer Support Executive

Join us in transforming the financial planning and investment sector!

We're on a mission to simplify and revolutionise the industry with cutting-edge technology and exceptional customer experiences.

The role

Are you a Customer Success superstar with a passion for fintech and a knack for building strong client relationships?

We're seeking a Customer Success Executive to join our team. Helping new clients get to grips with our technology, and supporting existing ones with an exceptional ongoing service.

We are looking for someone who will be the internal advocate for our clients, ensuring their voices (or issues) are put forward and resolved.

Your mission: help new clients navigate our technology and provide unparalleled ongoing support.

What You'll Do:

• Be the primary contact for your designated clients working with teams across the business to resolve their customer issues.
• Handle queries of all types from clients. This will include both answering inbound queries, and triaging and responding to Zendesk queries within accepted SLAs, and will span:
• service queries (e.g. simple questions regarding our offering)
• account queries (e.g. requests for specific updates relating to their account)
• systems queries (e.g. difficulties logging in or encounters with bugs) and more
• Generating MI and reporting analytics for example identifying recurring issues and feature requests and monitoring trends in response time, volume of queries etc.
• Reviewing the operational workflow and suggesting process improvements where relevant
• Thinking of new and unexpected ways to wow our customers
• Championing the customer and their needs/requirements within the business
• Using an API to carry out customer requests and troubleshoot issues

About you

• Have experience of providing SaaS, Software or Platform support experience
• Previous experience in a customer support or customer success role responding to customer queries and using ticketing software (preferably Zendesk or similar)
• knowledge of the financial services / financial advice and/or fintech market is highly desirable but not essential
• Are a people person with strong and confident communication skills. Youll be able to easily build rapport and adapt your style depending on the client or situation.
• Have knowledge and curiosity of how technology can transform the investing experience for the better
• Are an expert in building relationships and have an ability to deal with complex queries.
• You will be confident in presenting reasoned analysis and make recommendations to senior stakeholders both verbal and written.
• Have knowledge and understanding of APIs

This Role Isn't for You If You

• You rely on a lot of top-down direction.Here, youll have a lot of freedom and ownership of your role, and youll be expected to shape your own progression.
• Youre not comfortable working in a fast-paced environment.Our speed and scalability are what set us apart; you need to be able to act quickly and think on your feet.
• You struggle to follow through on your ideas.We value people who do what they say they will. If you care about something, you have the freedom here to make it happen.
• You dont like change. Youll get on great here if you relish the ambiguity of rapid growthand are willing to embrace uncertainty.

What's in It for You

We prioritize a culture-first, human-centered environment, where diversity of thought, challenge, and experimentation are encouraged.

We offer a comprehensive benefits package that includes:

27 days holiday + bank holidays (or time in lieu for working bank holidays) + day off on your birthday

• 3 days dependant leave
• 6% employer pension contribution, and life assurance
• Private medical insurance with AXA Health
• Enhanced parental leave and flexibility to integrate your home and work life in a trusted environment
• Will writing offering with Guardian Angel
• New Macbook when you join and up to £500 home office set up budget
• £500 per person learning budget
• 1 day off per year to volunteer for a registered charity of your choice
• Work abroad for up to 6 weeks in the year
• Length of service awards 1 month paid sabbatical at 8 years
• Health and wellbeing initiatives including free therapy, mental health support and time off.
• Subscription to Headspace
• Perkbox range of discounts and perks including free weekly coffee and retail discounts
• Cycle to work scheme - saving money on a range of bikes and accessories
• Commitment to continuous learning with free access to over 10,000 on-line training courses