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Customer Success Manager

4 months ago

United Kingdom FullCircl Full time

We go FullCircl

FullCircl connects the insight you need when it matters most. We partner with more than 700 of the worlds leading banks, gaming operators, insurers and FinTechs to deliver market leading insight on their customers. Clients use our product to solve three mission critical business challenges, namely how to: identify & acquire, verify & onboard and retain & grow customers.

Following the 2023 acquisition of W2, a specialist compliance and fraud platform, FullCircl's Identity Solutions products are maturing to reach new regulated markets.

Our web applications and APIs are now used by more than 15,000 end users in large clients including Barclays, Lloyds, NatWest , Entain , Novibet, Virgin and Aon , as well as powering digital journeys for high growth challengers such as Tide, GoHenry, Mettle, Caxton , and hundreds more.

Having established a roster of blue-chip enterprise clients, FullCircl is now looking to expand its reach through continued investment in the platform and exciting partnerships with category leading vendors including Acturis, nCino and IDNow.

We have more than doubled in size over the past two years and are now a scale business that has been profitable since early 2022.

FullCircl was formed in 2021 following the merger of Artesian Solutions and DueDil, ann r 2023 acquired W2 Global Data Solutions. FullCircl is backed by top-tier investors which include Octopus Investments, Notion Capital, Augmentum Fintech and notable angel investors which include Dr Steve Garnett (EMEA Chairman SFDC).

We GRAFT to get it done

We want to hire like-minded people which is why our core values are important because if you

join us it is pretty important that you fit right in. Ask yourself, do they describe you?

  • Growth Mindset - We fulfil our personal and professional potential
  • Resourceful - We find a way to get it done
  • Accountable - We do what we say
  • Factual - We tell it like it is (without being a jerk about it)
  • Team - We work together to win together

What we can offer you

  • We are a team that has a clear view of where it wants to go and are committed to supporting each other to get there.
  • We have created an environment where driven and accountable people thrive, and the development and progression of people in our team is a top priority.
  • We have been successful by building relationships with senior leaders in banking, insurance and FinTech and consistently delivering value to their teams.
  • We operate in an environment where your contributions will be meaningful and good work recognised.
  • We provide competitive compensation and benefits and believe employee ownership is a key part of cultivating the mindset we want from everyone.

THE ROLE

The Customer Success Team are responsible for retaining and growing revenue from existing clients, as well as creating new opportunities to earn more revenue by building strong customer relationships and helping drive value from our service. We partner with our customers to understand what success looks like for them and to drive adoption.

This Customer Success Manager role will operate within our Identity Solutions division and will be responsible for managing a portfolio of clients. The Identity Solutions suite of applications and APIs create a unique end-to-end solution for companies seeking to embed insight on global consumer and corporate customers through acquisition, onboarding, and ongoing monitoring. The key responsibilities will be to ensure customer retention and satisfaction aross this client portfolio, upselling and cross-selling, while managing and solving a wide variety of enquiries.

We're looking for an enthusiastic problem solver to join our team. You'll be the first point of contact for our users ranging from financial services institutions to technology companies. You will work with customers to help them get the most value from their service.

Key Responsibilities

  • Managing our customers and ensuring they are seeing value
  • Building strong and deep relationships across a variety of people at different levels of
  • seniority in a customer account
  • Working with the wider business in supporting and delivering value to the customer
  • Delivering a consistently high level of admin by keeping our CRM and notes up to date
  • Providing the team with support and guidance where appropriate
  • Identifying risks and potential blockers within our customer base
  • Developing and nurturing a wide network of Champions across your accounts

Our ideal candidate will have

  • A clear connection with our mission of helping our customers do better business, faster
  • Alignment with our core values (G.R.A.F.T.)
  • Experience working with sales & marketing teams to ensure successful execution of
  • product features
  • Self-driven, comfortable asking difficult questions and eager to contribute your own ideas
  • Analytical, clear and pragmatic thinking skills, with strong attention to detail
  • Considerable experience working in a SaaS environment
  • A professional attitude with openness to feedback and coaching
  • Excellent listening, presentation and communication skills at all business levels
  • Ability to learn quickly and adapt to changing business needs
  • Understanding of customer success and account management
  • Ability to partner with customers in developing their strategic direction
  • Ability to navigate large complex organisations with strong collaboration and influencing
  • skills
  • Attention to detail and ability to deal with multiple concurrent initiatives
  • A mature and professional approach to your responsibilities and leading a positive impact
  • on the wider team

Our Amazing Benefits

  • Hybrid/Flexible working model
  • 25 days annual leave, with the ability to purchase more days
  • Life Assurance and a fabulous Employee Assistance Programme
  • Private Healthcare for you - talk to us about adding your family
  • Discounts on various retail stores, gyms memberships and a bike scheme
  • Access to LinkedIn Learning
  • Peer to peer recognition...and much, much more

A little more about Us

  • We have a culture deeply engaged in D&I and have a team dedicated to overseeing this
  • There are 18+ languages spoken between us
  • We actively engage with and support charitable initiatives and volunteer opportunities
  • Our skills are shared through our Mentorship program, all are welcome to join
  • All ideas and feedback are welcomed. We want all FullCircl’rs to have a voice

“ No matter what stage you are in your career, at FullCircl you are viewed as an individual and given the opportunity to own your career. During my time at FullCircl, the nurturing culture has grown my confidence and given me the opportunity to work with some of our biggest clients.”…. Chloe Weatherill – CSM