Head of Customer Success

6 days ago

London, Greater London, United Kingdom Velexa Full time

About Velexa

Velexa is a pioneering WealthTech company that empowers financial institutions to capitalize on the demand for modern and ubiquitous investing solutions by new-generation investors. Our ambition is to revolutionize the way financial institutions interact with their customers, and we're looking for a talented individual to join our international team as a Head of Customer Success.

About the Role

The Head of Customer Success will be the leader of the Customer Success team, responsible for proactively managing customer relationships post-implementation, ensuring they are getting the most value out of their Velexa Solution. This position will serve as a liaison and customer advocate, creating long-lasting relationships with our customers, overseeing a portfolio of assigned customers, and ensuring revenue retention and growth within the existing customer base.

Key Responsibilities

  • Serve as Central Point of Contact: Be the primary point of contact for customers, ensuring their needs are met and exceeded.
  • Develop and Build Strong Relationships: Foster strong relationships with key customer stakeholders and executive sponsors through regular visits, reports, events, and steering committees.
  • Understand Customer Needs: Understand customers' needs and priorities to optimize the use of Velexa Solutions.
  • Achieve Commercial Revenue: Achieve commercial revenue through cross-selling and up-selling opportunities.
  • Ensure Contracted Revenues: Ensure contracted revenues are protected and where possible expanded.
  • Identify New Opportunities: Identify new opportunities for up-sell and cross-sell.
  • Build Long-Term Relationships: Build long-term relationships and referrals at all levels with the customer, especially at the management and executive level.
  • Manage Velexa's Reputation: Take ownership of managing Velexa's reputation with the customer by ensuring favorable NPS or other satisfaction scores.
  • Act as Strategic Advisor: Act as a strategic advisor to customers to support the execution of their business strategy and objectives.
  • Negotiate Contracts: Negotiate contracts and close agreements to maximize profits.
  • Liaise with Cross-Functional Teams: Liaise with cross-functional internal teams to improve the entire customer experience.
  • Ensure Timely Delivery: Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
  • Communicate Progress: Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
  • Develop New Business: Develop new business with existing clients and/or identify areas of improvement to meet sales quotas.
  • Prepare Reports: Prepare reports on account status.
  • Stay Up-to-Date: Stay up-to-date with product updates and market trends.

Requirements

  • Proven Track Record: Proven track record and achievement of targets/KPIs as an Account Manager/Customer Success Manager.
  • Experience in Sales/Customer Success: 5+ years of experience in sales/customer success managerial position in the Capital Markets/Banking sector.
  • Proven Experience in Contract Management: Proven experience in contract management.
  • Strong Familiarity with Capital Markets: Strong familiarity with capital markets and investment ecosystem.
  • Ability to Communicate: Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level.
  • Good Understanding of Banking Operations: Good understanding of banking & brokerage operations and relevant processes.
  • Experience Delivering Client-Focused Solutions: Experience delivering client-focused solutions to customer needs.
  • Ability to Juggle Multiple Projects: Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
  • Strong Verbal and Written Communication Skills: Strong verbal and written communication skills.
  • Self-Motivated and Ambitious: Self-motivated, ambitious, independent, organized, and focused.
  • Advanced English: Advanced English is a must.

Benefits

  • Opportunity to Excel: Opportunity to excel in the fast-growing WealthTech company, the leader in capital markets.
  • Truly Unlimited Career Progression: Truly unlimited career progression and earning opportunities.
  • Private Medical Insurance: Private medical insurance and co-financed professional development program.
  • Remote Working: Remote working and flexible working hours.

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