Senior Customer Success Executive

1 month ago

Bath, United Kingdom Ignite Digital Search Limited Full time
Senior Customer Success Executive / Senior Customer Support Executive
Experienced Senior Customer Success Executives are required to join our innovative embedded investment platform that's reshaping the way people invest. We're on a mission to revolutionize the financial sector by eliminating outdated tech and processes, empowering financial planners, wealth managers, and investment platforms to thrive in the digital age.
About the Role:
As a Senior Customer Success Executive, you'll be the go-to contact for our clients, ensuring their issues are resolved promptly and effectively. You'll handle a variety of client queries, manage escalations, and liaise with teams across the business to deliver exceptional service.
Key Responsibilities:
* Serve as the primary contact for designated clients, resolving customer issues.
* Collaborate with teams to investigate and resolve escalations.
* Manage escalations from valued firms, providing timely resolutions and frequent updates.
* Act as an escalation point within the team and assist with case allocation.
* Handle inbound queries and respond to Zendesk tickets within SLAs.
* Generate MI and reporting analytics, identifying recurring issues and monitoring trends.
* Review workflows and suggest process improvements.
* Think of innovative ways to delight our customers.
Requirements:
* Experience and knowledge of the advice and/or fintech market.
* Previous work experience with an investment platform or similar.
* Significant knowledge of product wrappers (SIPP, ISA, GIA).
* Strong communication skills, able to build rapport and adapt to different clients.
* Curiosity about how technology can enhance the investing experience.
* Expertise in building relationships and handling complex queries.
* Confident in presenting analysis and recommendations to senior stakeholders.
* Understanding of APIs.
Why Join Us:
* Be part of a rapidly growing company with a mission to transform the financial industry.
* Work in a fast-paced, dynamic environment with a lot of freedom and ownership.
* Enjoy a collaborative team culture that values innovation and continuous improvement.
What's in It for You:
* Competitive salary and benefits package.
* Opportunities for career growth and development.
* A supportive and flexible work environment.
* 27 days holiday + bank holidays + your birthday off
* 3 days dependant leave
* 6% employer pension contribution, life assurance
* Private medical insurance with AXA Health
* Up to 6 weeks of work abroad per year
* Enhanced parental leave, flexible work-life integration

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