Customer Success Manager

3 weeks ago

United Kingdom Fundipedia Full time

1. Main Purpose of Job 

As a Fundipedia Customer Success Manager, you will play a pivotal role in ensuring the success and satisfaction of our customers who use Fundipedia. Your primary responsibility will be to build strong relationships with our clients, understand their unique needs, and proactively guide them to achieve maximum value from our platform. You will serve as the primary point of contact for our customers, acting as their advocate within the company and helping them leverage Fundipedia to its fullest potential.

2. Position in Organisation

You will report into the Head of Client Services.

 

3. Key Responsibilities:

1. Relationship Building:

· Establish and maintain strong, long-lasting relationships with customers.

· Act as the main point of contact for customer inquiries, issues, and requests.

· Regularly check in with customers to ensure their satisfaction and gather feedback.

2. Product Knowledge:

· Develop deep expertise in Fundipedia and stay up-to-date with new features and updates.

· Be able to explain and demonstrate the platform's capabilities to customers.

· Customer Success Planning:

· Collaborate with customers to create success plans that outline their goals and milestones.

· Monitor customer progress and provide guidance to help them achieve their objectives.

3. Issue Resolution:

· Quickly address and resolve customer issues or concerns, working closely with internal teams when necessary.

· Ensure timely and effective communication with customers throughout the resolution process.

4. Customer Advocacy:

· Act as a customer advocate within the company, representing customer needs and priorities.

· Gather customer feedback and share it with the product development team to influence product improvements.

4. Skills and Experience

· Bachelor's degree in business, finance, or a related field (preferred).

· Proven experience in a customer-facing role, such as customer success, account management, or client services.

· An understanding of financial data management and the asset management industry preferred but not essential.

· Excellent communication and interpersonal skills.

· Problem-solving and analytical abilities.

· Ability to work independently and as part of a team.

· A commitment to delivering exceptional customer service.

WHAT WE OFFER

· Freedom for personal growth and development of your role

· A peer learning environment and managers invested in employee growth

· 25 days holiday per year 

· Pension

· Private Health Care 

· Discretionary annual bonus 

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