Customer success Manager

3 weeks ago

Reading, United Kingdom Dynamic Planner Full time

Role Purpose:

To manage an assigned panel of customer accounts which is your Book of Business (BoB) with a focus on understanding our customers’ goals and ensuring they are achieving these goals. You are responsible for the retention and growth of revenue across your BoB and will be measured on the achievement of these goals

Key Responsibilities:

Build and maintain trusted partnerships with your assigned customer accounts, developing strong client relationships by understanding their business processes and driving value across services delivered by Dynamic Planner.

Deliver robust customer onboarding to ensure our clients see a Return on Investment in the immediate term thus increasing the likelihood of renewal.

Monitor Customer Health Scores and create/track Renewal Strategies in SFDC to secure client retention.

Leverage the Customer Health Score to identify At Risk users and drive adoption of the contracted services so that customers benefit from the full value of partnering with Dynamic Planner.

Align client processes with the Dynamic Planner best practice model and identify strategies for closing any gaps.

Meet with your key customer contacts on an agreed cadence, recording the meetings in SFDC.

Create high quality material for client meetings and present these with clarity and professionalism in your regular customer engagements.

Record Churn Risk signals in SFDC.

Own the renewal process including contract negotiation and management of the renewal Opportunities in SFDC.

Develop an in-depth understanding of the regulatory requirements impacting our clients and map this to services provided by Dynamic Planner, driving retention and developing new business opportunities as a result.

Develop opportunities for expansion of existing services across the Book of Business by mapping customer use cases to the Dynamic Planner suite of Products. These new business Opportunities should be tracked and progressed in SFDC.

Assist in larger client rollout projects, working with the Sales Team and the Project Manager for optimal delivery and adoption – tracking progress in SFDC.

Be the Voice of the Customer and ensure that customer feedback is shared with the Product Design team for review and continuous improvement.

Preparation of documentation/training material to back up the support process and related tasks. Deliver training and assist in Training Academies as required.

Provide knowledge & experience support and training across the CSM team when required.

Provide key metrics around retention and growth of the BoB and insights to inform strategy, client management and product decisions.

Ensure that monthly invoicing is accurate based on core contract and monthly User counts MI.

Ensure that all client invoices are billed in accordance with contract and paid on time so that cash and ARR is maximised.

Review and track BI/MI on usage to identify trends, demonstrate value, improve adoption and reduce churn

KPI’s

1. Annual Recurring Revenue increase

2. Retention Rate

3. Growth of new business on BoB

4. Customer satisfaction scores

5. Client Meetings

6. Churn Risk tracking

7. Renewal Strategy management

8. Account Planning

Key Stakeholders:

Manager, Customer Success

Sales Team

Finance and Legal

Competencies

(knowledge/skills/experience)

Self-motivated with a focus on client engagement via face-to-face or Teams meetings.

Strong skills in creating meeting materials to ensure alignment between customers and Dynamic Planner.

Exceptional presentation and communication/influencing skills through multiple media to drive regular customer meetings.

Ability to liaise with clients and partners to understand their business and how our product supports their activities.

Ability to understand and influence key decision makers – using your emotional intelligence to optimise situations.

Ability to manage client expectations.

Exceptional focus on delivery.

Ability to manage multiple clients and track/report on status/development.

Project Management skills working with customers and internal stakeholders.

Ability to organise resources to deliver on adoption requirements.

Client relationship management.

Analysis skills.

You must be able to manage your time – prioritising key activities.

Education & Qualifications

First-hand experience of Wealth Management/Financial Planning gained through involvement in an associated business (Adviser, Business/service manager, relationship manager)

Completion/working towards the Diploma in Financial Services or equivalent

Track record of key account engagement and influencing at all organisational levels

Managed the rollout and adoption of software solutions across organisations – preferred but not essential

Knowledge and understanding of financial planning tools, front office and back office systems

A working knowledge of regulatory matters that impact adviser firms and Dynamic Planner solutions

A track record of creating on-boarding collateral and managing adoption campaigns

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