Head of Customer Success

3 weeks ago

London, United Kingdom Railsbank Full time

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Head of Customer Success

About Railsr

Railsr is a leading embedded finance experience platform that enables any business to prototype, build and scale financial products. Our vision is to make finance an amazing experience for consumers and companies globally, working alongside brands and fintechs to power innovation. This is an exciting space and Railsr had one of the first digitally-native products in the FinTech platform space.

Following a period of rapid growth, followed by consolidation, Railsr is returning to growth once again and looking to develop our product capabilities and expand our customer base. It's an exciting time and the potential for any brand to use Railsr to power and deliver their customers' financial experiences is enormous.

The Opportunity

We are seeking a dynamic and experienced Head of Customer Success to join our team. In this role, you will be the primary point of contact for our clients, representing their interests within our business. Your goal will be to understand and meet client needs, building strong, lasting relationships. You will coordinate with internal teams to communicate client expectations, solve problems strategically, and identify opportunities for growth. Your leadership will be instrumental in driving the success of our account management team and, in turn, our company.

Your Responsibilities

  • Primary Client Relationship: Serve as the main representative of our clients within the company, ensuring their needs and objectives are prioritised.
  • Understanding Client Needs: Work closely with clients post-onboarding to deeply understand their business goals and requirements.
  • Building Relationships: Develop and maintain robust relationships with clients, ensuring their satisfaction and loyalty.
  • Coordination and Communication: Facilitate clear and effective communication between clients and internal teams, ensuring client needs are understood and met.
  • Strategic Problem Solving: Proactively address and resolve client issues, focusing on areas within our domain of expertise.
  • Upsell and Growth: Identify and create opportunities for upselling and growth, liaising with the Sales team as needed.
  • Reporting and Analysis: Monitor account performance and provide insightful reports to both the client and our company.
  • Contract Management: Take ownership of client contracts, ensuring compliance and favourable terms.
  • Project Management: Oversee projects related to client accounts, ensuring they align with client requirements and are delivered on time.

Your Profile

Attitude & Behaviours

  • Client-Centric: A strong focus on client satisfaction and relationship building.
  • Strategic Thinker: Ability to solve problems creatively and strategically.
  • Leadership: Leading by example, motivating and guiding the team towards success.
  • Communication: Exceptional communication skills, both internally and with clients.

Skills & Experience

  • Experience in Account Management: Proven track record in account management, particularly in building and maintaining client relationships.
  • Project Management Skills: Ability to manage multiple projects efficiently and effectively.
  • Industry Knowledge: Familiarity with the specific industry of our company, with a keen understanding of client needs and challenges.
  • Contract Management: Experience in managing contracts and negotiations.

What we can offer you

  • Purpose - Help make amazing embedded finance experiences accessible to everyone and transform global financial services.
  • Career - Build your career in an innovative, adventurous and inclusive environment where everyone has the opportunity to make a difference and develop their skills.
  • Reward - Competitive remuneration package with generous benefits and the potential to be rewarded with equity.
  • People - Work with talented, passionate and supportive people from all over the world in a flexible, hybrid environment with trust and mutual respect at its heart.

Our Values

The environment at Railsr is fast-paced, exciting, and dynamic, underpinned by a clear set of values that drive a healthy and successful culture.

  • Ambition - for our company, colleagues and ourselves and the freedom and expectation to own it.
  • Trust - which we give freely and expect in return.
  • Curiosity - with our minds open to fresh thinking in the constant pursuit of improvement.
  • Customer Obsession - ensuring that everything we do is with the customer in mind, we succeed when they succeed.

If you are eager to join a fast-paced, collaborative and inclusive company and contribute to shaping its future, this is the role for you to make a difference.

Diversity, Inclusion & Belonging

Our global team is amazing, with over 150 colleagues spread across multiple countries and more than 30 languages spoken, - they bring great ideas, drive new plans and help make Railsr a fantastic place to work, We're proud of how well our diverse mix of people collaborate and are fully committed to continuing to make diversity, equity and inclusion part of everything we do. Railsr is an equal opportunities employer and we actively encourage all applications, particularly those from under-represented groups.

Please let us know if there is any support we can provide to ensure Railsr's recruitment process is fully accessible to you. You can contact us on jobs@railsr.com to discuss specific requirements.

#J-18808-Ljbffr

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