Digital Adoption Manager, Tram

5 days ago

Reading, United Kingdom Dynamic Planner Full time

About Dynamic Planner:

Dynamic Planner was founded in 2003 and is the UK’s most popular risk profiling and asset allocation investment process. It is today used by thousands of advisers and helps them ensure investment suitability, increase efficiency and demonstrate value to their clients.

Dynamic Planner is an industry-leading set of Software-as-a-Service applications used by thousands of financial advisers.

Advisers use Dynamic Planner to gain information about their clients, to calculate their appetite for risk, to analyse their financial situation, and to match them with suitable investment opportunities.

Dynamic Planner recently launched Tram to the market, the white labelled app putting the financial plan in the palm of the hand of our clients customers. We are now recruiting for our Tram Adoption Consultant to head up the Dynamic Planner action plan for driving customer success.

Role Purpose:

Improve and execute the existing strategy for onboarding of Tram (our brand-new app, Tram, designed to support compliance with Consumer Duty; help engage with clients at scale; increase capacity within your firm; and create a meaningful digital experience for clients) for our customers and their end clients to optimise success of the onboarding phase of the customer journey.

Improve and implement the adoption strategy spanning the advice firms and the end customers using a values based customer success approach – ensuring Customers and their Clients achieve their goals.

Ensure high retention of the Tram app by improving the retention strategy, utilising Salesforce to monitor and report on “at risk” users, and follow up action plans to maximise retention.

Facilitate the sales and customer processes and act as a feedback loop from customers to product to drive continuous improvement of the offering.

KPIs and Measures

  • Onboarding success
  • Adoption success
  • Churn/attrition rate metrics
  • Revenue growth
  • Customer satisfaction – Adviser firms
  • Customer satisfaction – end customers

Key Stakeholders:

  • Manager, Customer Success
  • Customer Success Director
  • Marketing Director
  • Business Development Director
  • CSM Team
  • Product Team
  • Support Team

Competencies (knowledge/skills/experience)

  • Background of working within a financial advisory or wealth management business with a solid understanding of the advice process would be highly beneficial
  • Proven track record of working within a Fintech/Wealth tech b2b / b2b2c SaaS organization would be highly beneficial
  • Knowledge and understanding of financial planning tools, front office and back-office systems would be highly beneficial
  • Account Management experience would be highly beneficial
  • A working knowledge of Dynamic Planner solutions would be highly beneficial
  • Managed the rollout and adoption of software solutions across organisations would be preferable
  • Deep understanding of technology solutions in relationship management and the value it brings in maximising resource in a fast growing organisation
  • Experience of successfully implementing value based upselling methodology in major accounts
  • Highly professional consulting-led skills to C-Level executives and at multiple levels within an organisation, building consensus to the ongoing relationship to support sales & account engagement
  • Excellent communication/influencing skills
  • Excellent presentational skills to clients and larger audiences at seminars and conferences
  • Excellent written skills – the experience and ability to write clear and compelling responses to Executive level requests
  • Ability to build a consensus internally around multi-faceted change requests from large clients including; technology, product, investment services, project management, finance and legal
  • Ability to negotiate contracts with legal support where required
  • Key competencies: Information gathering, communication skills (written and oral) decisiveness, leadership, empathy

Key responsibilities

To act as the Subject Matter Expert in the organisation for the onboarding, adoption, retention and growth of Tram.

Responsibility for owning and constantly improving the Tram onboarding playbook, training the CSM team on how to leverage the playbook and optimising Time To Value.

To drive retention and annual recurring revenue growth of Tram across the Dynamic Planner customer base by driving value across accounts.

Develop and execute on the Customer Success Management strategy for Tram within Dynamic Planner.

Act as a Subject Matter Expert for the Tram service, providing training and guidance to teams across the organisation.

Represent the voice of the customer which will feed into the Executive Management Team, contributing to the strategy of business alongside peers representing all other functional areas. Providing key metrics and insights to inform strategy, client management and product decisions.

Align with customers on their success criteria and work closely with the Implementation Managers and internal teams to ensure all contractual requirements are delivered with high client engagement. Identify opportunities where client projects can drive additional revenue.

Execute the adoption and advocacy plan for Tram customers, monitor the success, and report back to the business maximising the success of the service.

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

Identify opportunities for new features and to drive stickiness and growth of the business.

Work closely with Product Team colleagues to understand product pipeline and prepare client adoption and roll out plans.

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