Customer Success Manager

August 6

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finova

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Award-winning solutions and services for financial institutions and intermediaries.

Software • Fintech • Banking • Retail Banking • Loans

201 - 500

Description

• Work closely with other members of the Customer Success team • Collaborate with different departments to maintain client sentiment • Embed finova’s Customer Success and Client Relationship Management Strategy • Leverage client feedback for continuous improvement • Prepare and deliver monthly service reviews • Maintain and regularly feedback on a Client Action Log • Set clear client expectations around finova’s contractual position • Monitor CSAT scores and address any constructive feedback • Address repeated service failings promptly • Act as the escalation point for allocated customers • Collaborate with key ITIL functions for consistency • Support the overall vision and strategy of the Customer Success pillar • Present/speak to a wide range of client roles up to the director level

Requirements

• Must be able to travel to customer sites (within the UK) as and when required • Account management experience / customer success experience is essential • Client relationship management across MSP • Knowledge and experience with Microsoft Office suite (especially PowerPoint and excel) • ITIL aligned background would be preferable • Knowledge of a working service desk • Exceptional communication skills (written / verbal / listening) • Excellent customer service skills with demonstrable client empathy • Understanding that all customers are different and tailoring your approach • Managing 3rd parties / vendor management

Benefits

• 25 days holiday in each calendar year plus bank holidays • Flexibility to work bank holidays • Work from anywhere in the world for up to 4 weeks a year • Life Assurance, Group Income Protection and Private Medical Insurance • Pension scheme via Salary Exchange • Employee Assistance Programme with counselling sessions available • Virtual GP to save you time • Enhanced maternity and paternity pay • Paid time off for fertility treatments and pregnancy loss • Cycle to Work Scheme • Access to a huge range of benefits & discounts for shops, restaurants and gym memberships • Free fresh fruit daily • One days paid volunteering day a year