Customer Success Manager

2 weeks ago

London, UK, United Kingdom Allica Bank Full time

About Allica Bank

Allica is the UK’s fastest growing company - and the fastest-growing financial technology (fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in fintech. Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers.


Department Description

Allica's Customer Success team is dedicated to the onboarding of customers originated through Allica’s digital marketing channels, making contact via telephone and email to convert customers to our business current account and savings offerings.


Role Description

The Customer Success Manager will be a player-manager leading and contributing to a team dedicated to the onboarding of customers originated through Allica’s digital marketing channels, making contact via telephone and email to convert customers to our business current account and savings offerings.


Your key goal will be winning active new accounts, and as such you will be responsible for the full end-to-end onboarding journey, from helping to identify potential customers to delivering live, actively used accounts. The focus will be on new to Allica customers that are in our established SME target segment (5-250 employees), that can benefit from our leading savings rates, and relationship management proposition.


The Customer Success Manager will work with the whole of Allica – including Growth, Product, Marketing, and Operations to ensure that prospective customers receive exemplary customer service and a great first impression of Allica Bank. It is vital that our Customer Success Manager is very confident and capable of remote sales to SMEs by telephone, and able to coach and guide a team that can do the same. They should also be strong stakeholder managers with a focus on customer outcomes and delivering value.


Principal Accountabilities

  • Providing leadership, line management, capacity planning, coaching and development to support a team of centralised phone-based Customer Success Executives. Including regular performance reviews and interventions where required.
  • Responsible for the team’s sales target of winning active and growing balances for new Business Rewards Account. Measuring and reporting on sales progress. Demonstrating effective forecasting and data segmentation, leading to informed decision making.
  • Improving the effectiveness of our sales pipeline, refining the stages, conversion rates and timescales, through working closely with key functional stakeholders from KYB/C, The Growth Marketing Squad and our Payments Product Squad.
  • Clearly communicate Allica’s value proposition to decision makers (eg Owner, Director, FD) in our target customers
  • Deliver a smooth and quick customer journey to open and actively use their current and savings accounts, with clear and transparent customer communication and great customer outcomes.
  • Taking a coaching approach to the team’s learning, development and success. Responsible for identifying and ensuring delivery against the Customer Success Team’s training needs whilst always sharing best practice and celebrating success.
  • Introducing our Business Rewards Account and associated cash management products to clients. Being responsible for the end-to-end client onboarding journey, funding and usage of accounts.
  • Ensure structured feedback is gained from customers and prospects on potential future features they need and want from their bank and bank account, and feed these regularly into the Product teams.
  • Being the senior Allica representative for a firm to speak to. Always being professional, proactive, knowledgeable, precise and friendly, and always exhibiting our values of Straightforward, Integrity, Collaborative and Delivery.
  • Actively managing your objectives and personal development plan.
  • Making your colleagues proud that you represent Allica, by ensuring excellent service for our partners, SME customers and prospects.
  • Working closely and collaboratively with all areas of Allica to ensure a seamless experience and professional service is always provided.
  • Complying with all mandatory policies, and adherence to operational procedures to maintain internal controls.


Personal Attributes & Experience

  • You should have a good understanding of SME financial products (ideally payments and savings).
  • You will have experience building and leading small teams
  • You will have a proven experience in successful B2B sales management. Having led and managed a sales or Customer Success team previously. You will have demonstrated the ability to hire, develop and coach high performing individuals and teams.
  • You will have excellent interpersonal skills and evidence of sales and account management outperformance in similar roles through earning partner, customer and colleague trust.
  • You will have strong CRM and portfolio management experience. Alongside excellent data, forecasting and reporting skills.
  • You will have a proven track record of delivering an excellent customer experience and generating new revenue opportunities whilst always considering risk, reputation and experience.
  • You will have strong communication and presenting skills for in-person meetings, webinars and events.
  • You will demonstrate the ability to work collaboratively with specialist colleagues such as Relationship Managers, Operations, KYCB and underwriters, to deliver a positive outcome for our customers.


Working at Allica Bank

At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers.


Our employees are at the heart of everything we do, so our benefits are designed with you in mind:

  • 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 & Paternity leave
  • Season ticket loans


Don’t tick every box?

Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you


Flexible working

We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate.


Diversity

We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds, and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.

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