Customer Success Manager

2 months ago

London, United Kingdom Dext Full time
Who We Are, What We Do And Why

We are Dext - the world's leading provider of accounting & bookkeeping automation software. Our products improve the efficiency and financial data workflow processes of accountants, bookkeepers, and businesses globally. We are trusted by over 1 million SMBs worldwide. Our solutions embrace AI, machine learning and emerging technologies to advance and improve the accounting process for all, to make accounting more effortless. We are looking for 3 Customer Success Managers to join our busy team on a hybrid basis, but we can be flexible with how many days you will need to come into the office, and would be open to remote applicants in the UK too.

The Customer Success Manager's focus is the successful adoption & utilisation of Dext's product suite, ensuring customers gain the maximum ROI from their investment, resulting in high satisfaction levels. In this role, you will ensure customers have access to the tools & resources to achieve their business goals with Dext. As a trusted advisor, you will drive increased user adoption & advocacy at every opportunity. You will have regular touch points with customers, primarily through online meetings & calls, but also customer visits when required.

The role - what you'll do:

  • Working closely with the Account Management team to devise monthly plans around minimising churn and driving adoption.
  • Onboarding customers and driving adoption throughout their customer lifecycle
  • Develop detailed expertise in the Dext suite of products
  • Effectively educate customers on how to both use and implement the Dext suite of products across their practice and client base
  • Deliver consultative calls with Accounting and Bookkeeping customers - advising customers on best practice when implementing Dext, whilst also challenging customers on behaviours that may prohibit successful implementation
  • Create and execute adoption plans that empower customers to implement Dext's suite of products across their practice
  • Effectively conduct 1:many training sessions for our customer base to avery high standard
  • Proactively reach out to our Customer base on a daily basis
  • Achieve weekly call/meeting KPI's
  • Working towards and achieving your monthly net client retention KPIs

Stakeholders they will collaborate with

Internal stakeholders

  • Primarily Account Managers
  • Support
  • Product
  • Account Management Operations

External stakeholders

  • CSM's will be working directly with our Partner (customer) base, speaking directly with Partners with a variety of roles, including (but not exhaustive): Accountants, Bookkeepers, Cloud Champions

Goals & Objectives

  • Active Clients added
  • Time to value
  • Time to onboard partners
  • Uplift in key product feature usage

About you - what we are looking for:

Below are our ideal requirements, but we hire on potential, not just on experience, and we know that some people are less likely to apply for a role if they don't meet 100% of the criteria. At Dext we are committed to cultivating a diverse, inclusive and empowering culture, so please apply if you meet the majority of these competencies. You can read more about our Diversity & Inclusion commitments here

Skills Requirements

Essentials

  • Ability to quickly learn new technologies and provide best practice advice to customers in a clear and concise manner
  • Excellent communicator, who is open to different views and perspectives.
  • Able to prioritise work effectively to maximise time spent with Dext's customers
  • Strong problem solver

Desirables

  • Experience working towards targets/ quotas
  • Able to negotiate win-win scenarios.

Knowledge

Essentials

  • Experience within a fast-paced and innovative environment
  • Software or SaaS experience such as:
    • Xero
    • Intuit
    • Sage
    • Data capture solutions
  • 5+ years experience working in the accounting and bookkeeping sector

Behaviours

Essentials

  • Motivated by KPI and target driven roles
  • Team player who works with others to deliver results, contributing to the group and ensuring the team's needs comes first
  • A high performer who consistently achieves results, always learning and seeking ways to make yourself and others better.
  • Someone with humility & integrity, who ensures they fulfil their commitments to others and always engages with positive intent
  • Brave & willing to try new approaches that can lead to exceptional results

What you will be part of - our values, culture and behaviours:

We are a highly ambitious, innovative, market-leading FinTech. We are a global, Private Equity backed business (HgCapital), but we have the dexterity and pace of a scale-up. We are uncompromising in our desire to achieve our best, day-in day-out, and we have three clear values which guide everything we do:

Be Brave - Everyone in the company has a voice to challenge ideas and the status quo.

Be Exceptional - We set high standards for ourselves. We aim to be exceptional at what we do.

Be Together - We are one team. There is no such thing as individual success without team success.

Our behaviours are how we practically live and breathe our values and are an essential part of life at Dext. Our behaviours guide us, and inform the way in which we communicate, collaborate and support each other. They are:

Be Diverse, be Courageous, be Considerate, be Transparent, be Focused, be Accountable, and above all, be Dexterous

Benefits

What we will give you - the perks:

  • A competitive salary;
  • Flexible working;
  • 25 days off plus bank holidays, volunteering days, summer hours and a day off the week of your birthday;
  • Employer-paid private medical insurance and health cash plan (Medicash - reloadable shopping cards, cinema ticket discounts, online discounts and more);
  • Cycle to work scheme;
  • Access to the Learnably platform where you can spend your annual L&D allowance -
  • Payroll giving;
  • Income protection;
  • Mental health support through Help@Hand.

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