Client Success Manager

2 weeks ago

London, United Kingdom Cushon Full time

Join us as a  Client Success Manager

At Cushon we like to do things a bit differently. Our mission is to help as many people as possible to get comfortable with their finances, and our vision is to bring tech revolution to the financial services industry. We’re looking for talented people to help us build simple, convenient, and delightful financial experiences tailored to our customers.

  • In this role, we’ll look to you to provide high quality client services to clients in the  pension workplace sector
  • You’ll manage the on-boarding of new clients into the Cushon master trust pension as well as nurture and manage a portfolio of existing clients
  • We’ll look to you to drive strong and ongoing engagement  with our clients and their workforce to ensure they get the most out of their workplace savingsWhat you'll do:

    Cushon is looking for an enthusiastic and resourceful Customer Success Manager to nurture and maintain long-term relationships with our existing client base as well as on-board new client accounts.

    You will be the main point of contact to our clients pre, during and post on-boarding and responsible for employee engagement with the product on an on-going basis as well as cross sell of varying different initiatives Cushon offer. You will act as the voice of our product and ambassador of our brand, delivering education, guidance and identifying upsell opportunities.
     

    Additionally, you’ll be:

    • Responsible for a portfolio of 30 plus clients ranging from SME to mid-market managing KPIs to drive engagement of both the ISA and pension master trust with their members
    • Main point of contact with the client stakeholder organisations in a client service capacity, constantly identifying opportunities to improve engagement with Cushon’s pension and ISA as well as opportunities to provide more value
    • Manage initial onboarding of medium sized pension and ISA schemes alongside implementation, ensuring adoption and continuous engagement 
    • Design and deliver a comprehensive member engagement and communications strategy fully adopted by the client
    • Delivering pension and ISA awareness webinars to large member groups, typically 50 plus
    • Work with the marketing managers for campaign delivery as well as Identifying opportunities for client engagement that can result in additional activity
    • Collaborate with your peers in Customer Success, Sales, Product, Customer Service and Marketing on service improvement initiatives
    • Lead in account planning sessions and regular client service reviews with both internal teams and client's key stakeholders
    • Be comfortable in leading member 121s and providing guidance on the Cushon products
    • Supporting the delivery of internal and external projects and continuous improvement initiatives as requiredThe skills you'll need

      To be successful in this role, you’ll need experience in the funds industry or investment services with knowledge of traditional and alternative investment funds.

      You’ll also need:

      • The ability to work as part of a team, with both internal and external clients and suppliers
      • Good interpersonal and communication skills
      • Proven experience of stakeholder management and history of being able to manage and prioritise multiple tasks.
      • Demonstrable experience in client success, account management or a customer facing role, preferably in an employee benefits or pension specific role
      • Strong communicator and public speaker with the ability to translate financial jargon to a non-financial and large audience.
      • Able to ask the right questions to stakeholders and understand and capture client demographics to develop appropriate engagement plan
      • Analytical skills demonstrating the ability to convert business insights to actionable recommendations
      • Understanding of employee benefits and financial investment markets
      • A team player who is able to work in a close team based environment
      • Financial qualifications desirable
      • London office based 2/3 days a week Candidates will be expected to travel within the UK and Northern Ireland  

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