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Head of Customer Success

2 months ago

London, Greater London, United Kingdom Velexa Full time

About Velexa:

We are a leading WealthTech company that empowers financial institutions to capitalize on the demand for modern and ubiquitous investing solutions by new-generation investors. Our B2B2X investing platform serves various business models and offers a choice from a full set of frontend channels, brokerage & wealth platform, and even post-trading as a Service.

About the Role:

We are seeking a qualified Head of Customer Success to join our international team. The Head of Customer Success will be the leader of the Customer Success team, filled with dedicated and passionate people who take pride in going the extra mile to provide outstanding service to our diverse customer base. This position will be responsible for proactively managing customer relationships post-implementation, ensuring they are getting the most value out of their Velexa Solution, as well as serving as a liaison and customer advocate.

Key Responsibilities:

  • Serve as the central point of contact to the Customer
  • Develop and build strong relationships with key customer stakeholders and executive sponsors
  • Understand customers' needs and priorities to optimize the use of Velexa Solutions
  • Achieve commercial revenue (Cross-Selling/Up-Selling)
  • Ensure contracted revenues are protected and where possible expanded
  • Identify new opportunities: upsell, cross-sell
  • Build long-term relationships and referrals at all levels with the Customer, but especially at the management and executive level
  • Take ownership of managing Velexa's reputation with the Customer by making sure NPS or other satisfaction scores are favorable and where not, understand any concerns and liaise with the appropriate functions in the Company to improve and rectify
  • Act as a strategic advisor to Customers to support the execution of their business strategy and objectives
  • Negotiate contracts and close agreements to maximize profits
  • Liaise with cross-functional internal teams to improve the entire customer experience
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
  • Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
  • Prepare reports on account status
  • Stay up-to-date with product updates and market trends

Requirements:

  • Proven track record and achievement of targets/KPIs as an Account Manager/Customer Success Manager
  • 5 years of experience in a Sales/Customer Success managerial position in the Capital Markets/Banking sector
  • Proven experience in contract management
  • Strong familiarity with capital markets and investment ecosystem
  • Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level
  • Good understanding of banking & brokerage operations and relevant processes is essential
  • Experienced in delivering client-focused solutions to customer needs
  • Proven ability to juggle multiple account management projects at a time while maintaining sharp attention to detail
  • Strong verbal and written communication skills
  • Self-motivated, ambitious, independent, organized, and focused
  • Advanced English is a must

Benefits:

  • Opportunity to excel in the fast-growing WealthTech company, the leader in capital markets
  • Truly unlimited career progression and earning opportunities
  • Private medical insurance and co-financed professional development program
  • Remote working and flexible working hours