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Senior Customer Success Manager

2 months ago

Finsbury Square, United Kingdom Ignite Digital Search Limited Full time

About the Role:

We are seeking an experienced Senior Customer Success Executive to join our innovative embedded investment platform. As a key member of our team, you will be responsible for delivering exceptional customer service and ensuring the successful onboarding and ongoing support of our clients.

Key Responsibilities:

  • Serve as the primary contact for designated clients, resolving customer issues and providing timely resolutions.
  • Collaborate with cross-functional teams to investigate and resolve escalations, ensuring seamless communication and effective issue resolution.
  • Manage escalations from valued firms, providing regular updates and ensuring timely resolutions.
  • Act as an escalation point within the team, assisting with case allocation and providing guidance on complex issues.
  • Handle inbound queries and respond to customer requests within established service level agreements.
  • Generate business intelligence and reporting analytics, identifying recurring issues and monitoring trends to inform process improvements.
  • Review workflows and suggest process enhancements to optimize customer experience.
  • Develop innovative solutions to delight our customers and drive business growth.

Requirements:

  • Experience and knowledge of the financial services and/or fintech industry.
  • Previous work experience with an investment platform or similar.
  • Significant knowledge of product wrappers (SIPP, ISA, GIA).
  • Strong communication and interpersonal skills, with the ability to build rapport and adapt to different client needs.
  • Curiosity about how technology can enhance the investing experience.
  • Expertise in building relationships and handling complex customer queries.
  • Confidence in presenting analysis and recommendations to senior stakeholders.
  • Understanding of APIs and their application in the financial services industry.

What We Offer:

  • A competitive salary and benefits package.
  • A flexible hybrid working arrangement, with the option to work from London, Bath, or Edinburgh (1-2 days per week).
  • Opportunities for career growth and development within a rapidly growing company.
  • A supportive and flexible work environment that values innovation and continuous improvement.
  • A comprehensive benefits package, including 27 days holiday, bank holidays, and your birthday off.
  • Enhanced parental leave and flexible work-life integration.
  • Private medical insurance with AXA Health.
  • Up to 6 weeks of work abroad per year.