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Customer Success Team Leader
2 months ago
About Allica
Allica is the UK’s fastest growing company - and the fastest-growing financial technology (fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in fintech. Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers.
Have you got what it takes to succeed The following information should be read carefully by all candidates.
Role Description
Line managing a number of our Customer Success Executives the Customer Success Team Leader will work with the whole of Allica – including relationship management teams, product, marketing, and operations to ensure that prospective customers receive exemplary customer service and a great first impression of Allica Bank throughout the onboarding journey. It is vital that Customer Success Team Lead is very confident and capable of remote sales to SMEs by telephone. They should also be a strong stakeholder manager with a focus on customer outcomes and delivering value.
This role is also responsible for getting these exciting products to market, and ensuring as many established businesses as possible can benefit from them. Working with the growth and product teams, the Customer Success Executives are responsible for supporting new to bank businesses originated via our digital and marketing sales channels through the account opening assisted onboarding journey. In doing so they will identify opportunities and make contact via telephone and email to convert customers to our business current account and savings offerings. Your key goal will be winning active new accounts, and as such you will be responsible for the full end to end onboarding journey, delivering live, actively used accounts. The focus will be on new to Allica customers that are in our established SME target segment (5-250 employees) and have cash balances (£50k+) that can benefit from our savings rates.
Principal Accountabilities
- Working closely with the Sales Managers of Customer Success, The Customer Success Team Leader will provide line management, capacity planning, pipeline management, coaching and development to support a team of Customer Success Executives.
- This includes regular performance reviews, development meetings and interventions where required.
- Through close collaboration with our Customer Due Diligence, operations leaders and product teams, the Customer Success Team Leader will work to support reducing friction and improving the experience in the customer onboarding journey.
- Able to clearly communicate Allica’s value proposition to decision makers in our customers.
- Understanding our onboarding process and requirements and supporting customers and prospects through this process to open current accounts and deliver a great customer experience.
- Often being the first Allica representative that SMEs speak to, so always being professional, courteous and friendly, and always exhibiting our values of Straightforward, Integrity, Collaborative and Delivery.
- Proactively learning our products and criteria over time, so that you can identify opportunities, becoming ever more efficient and effective at engaging and qualifying prospects through to onboarding.
- Gaining feedback from customers and prospects on potential future features they need and want from their bank and bank account and feeding these into the Product teams.
- Working with our Growth, Marketing and Data teams to feedback your learnings from customer interactions, helping us to drive ever better customer outcomes, targeting, segmentation and messaging.
- Delivering the business plan for your role, and actively managing your objectives and personal development plan as well as that of your team.
- Making your colleagues proud that you represent Allica, by ensuring excellent service for our SME customers, prospects and advisors.
- Working closely and collaboratively with all areas of Allica to ensure a seamless and professional service is always provided.
- Complying with all mandatory policies, and adherence to operational procedures to maintain internal controls.
Personal Attributes & Experience
- You will have managed and led a team either in person or remotely, to successfully achieve KPIs relating to customer and colleague experience.
- You should have a general understanding of SME financial products (eg payments, lending, accounting, CRM), and ideally specific expertise in business current accounts.
- You will have a proven track record in telephone-based lead generation with established SMEs (typically 5-250 employee firms), including business development from cold prospects.
- You will have excellent interpersonal and communication skills, together with evidence of outperformance in similar roles through earning customer and colleague trust.
- You will demonstrate the ability to work collaboratively with specialist colleagues such as Relationship Managers, Operations, KYCB and underwriters, to deliver a positive outcomes for our customers.
- You’ll have a proven track record of exceeding targets, providing excellent customer service generating new income opportunities and always considering risk and reputation.
- You’ll demonstrate an ability to understand SME financial accounts and associated information.
Working at Allica Bank
At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers.
Our employees are at the heart of everything we do, so our benefits are designed with you in mind:
- Full onboarding support and continued development opportunities
- Options for flexible working
- Regular social activities
- 25 days holiday – with the option to Buy/Sell
- Pension contributions
- Discretionary bonus scheme
- Private health cover (with the option to add family members)
- Life assurance
- Income Protection
- Family friendly policies including enhanced Maternity l& Paternity leave
- Season ticket loans
Don’t tick every box?
Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you
Flexible working
We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate.
Diversity
We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.
