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Customer Success Team Leader

2 months ago

London, United Kingdom Allica Bank Full time
About Allica Bank

Allica Bank is a leading financial technology company that specializes in providing innovative banking solutions to small and medium-sized enterprises (SMEs). Our mission is to help established SMEs achieve their financial goals by offering a range of business banking products and services.

Job Description

**Job Summary:**

We are seeking an experienced Customer Success Team Leader to join our team. The successful candidate will be responsible for leading a team of Customer Success Executives in delivering exceptional customer service and driving business growth through SME business development.

**Key Responsibilities:**

  • Lead a team of Customer Success Executives in providing exceptional customer service and driving business growth through SME business development.
  • Develop and implement strategies to improve customer satisfaction and retention.
  • Work closely with the Sales Managers to provide line management, capacity planning, pipeline management, coaching, and development to support the team.
  • Collaborate with the Customer Due Diligence, operations leaders, and product teams to reduce friction and improve the customer onboarding journey.
  • Clearly communicate Allica Bank's value proposition to decision-makers in our customers.
  • Understand our onboarding process and requirements and support customers and prospects through this process to open current accounts and deliver a great customer experience.
  • Proactively learn our products and criteria over time to identify opportunities and become more efficient and effective at engaging and qualifying prospects.
  • Gather feedback from customers and prospects on potential future features they need and want from their bank and bank account and feed this into the Product teams.
  • Work with the Growth, Marketing, and Data teams to provide feedback on customer interactions and help drive better customer outcomes, targeting, segmentation, and messaging.
  • Deliver the business plan for your role and actively manage your objectives and personal development plan as well as that of your team.
  • Ensure excellent service for our SME customers, prospects, and advisors by working closely and collaboratively with all areas of Allica Bank.

**Requirements:**

  • Proven experience in managing and leading a team to achieve KPIs related to customer and colleague experience.
  • General understanding of SME financial products, including payments, lending, accounting, and CRM.
  • Proven track record in telephone-based lead generation with established SMEs, including business development from cold prospects.
  • Excellent interpersonal and communication skills, with evidence of outperformance in similar roles through earning customer and colleague trust.
  • Ability to work collaboratively with specialist colleagues to deliver positive outcomes for customers.
  • Proven track record of exceeding targets, providing excellent customer service, generating new income opportunities, and considering risk and reputation.
  • Ability to understand SME financial accounts and associated information.

**What We Offer:**

  • 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 and Paternity leave.
  • Season ticket loans.