Client Value Associate - London, United Kingdom - FullCircl

Description

We go FullCircl

FullCircl connects the insight you need when it matters most. We partner with more than 700 of the worlds leading banks, gaming operators, insurers and FinTechs to deliver market leading insight on their customers. Clients use our product to solve three mission critical business challenges, namely how to: identify & acquire, verify & onboard and retain & grow customers.

Following the 2023 acquisition of W2, a specialist compliance and fraud platform, FullCircl's Identity Solutions products are maturing to reach new regulated markets

Our web applications and APIs are now used by more than 15,000 end users in large clients including Barclays, Lloyds, NatWest, Entain, Novibet, Virgin and Aon, as well as powering digital journeys for high growth challengers such as Tide, GoHenry, Mettle, Caxton, and hundreds more.

Having established a roster of blue-chip enterprise clients, FullCircl is now looking to expand its reach through continued investment in the platform and exciting partnerships with category leading vendors including Acturis, nCino and IDNow.

We have more than doubled in size over the past two years and are now a scale business that has been profitable since early 2022.

FullCircl was formed in 2021 following the merger of Artesian Solutions and DueDil, and recently in 2023 acquired W2 Global Data Solutions. FullCircl is backed by top-tier investors which include Octopus Investments, Notion Capital, Augmentum Fintech and notable angel investors which include Dr Steve Garnett (EMEA Chairman SFDC).

Visit to find out more.

We GRAFT to get it done

We want to hire like-minded people which is why our core values are important because if you join us it is pretty important that you fit right in. Ask yourself, do they describe you?

Growth Mindset - We fulfil our personal and professional potential

Resourceful - We find a way to get it done

Accountable - We do what we say

Factual - We tell it like it is (without being a jerk about it)

Team - We work together to win together

What we can offer you

We realise at FullCircl that it takes a dedicated team of brilliant people to continually innovate, push boundaries and exceed expectations. To us this means creating opportunities for employees to be challenged, take ownership over initiatives, spread their wings, and feel safe to try new things. We are passionate about creating a culture where your progression is a unique experience, with you in the driver's seat. We pride ourselves in bringing together a diverse group of individuals with the skills, energy and shared passion to help us do amazing things. Still led by our three original founders, we're constantly on the lookout for rising stars.

• We are a team that has a clear view of where it wants to go and are committed to supporting each other to get there.
• We have created an environment where driven and accountable people thrive, and the development and progression of people in our team is a top priority.
• We have been successful by building relationships with senior leaders in banking, insurance and FinTech and consistently delivering value to their teams.
• We operate in an environment where your contributions will be meaningful and good work recognised.
• We provide competitive compensation and benefits and believe employee ownership is a key part of cultivating the mindset we want from everyone.

The Role

Client Value Associate

This is a really exciting opportunity to join our company in a period of growth, supporting and helping demonstrate the value our customers and prospects derive from the FullCircl platform.

This unique role within our wider Commercial Team has you supporting our Pre-Sales team and our Customer Success Team, with direct contact with our end users.

The Pre-Sales Team are responsible for delivering a structured Proof of Value (PoV) in which prospects can evaluate the platform against a set of key business metrics aligned to their success. This gives them the opportunity to test the effectiveness and use case for FullCircl within their live environment.

The Customer Success Team are responsible for retaining revenue from our existing customers and identifying opportunities for growth by building strong relationships with key sponsors. Our Customer Success Managers are also called 'happiness engineers' as they ensure our customers are getting value and can attribute ROI to our platform.

As Client Value Associate, you will interact (usually on Zoom/Teams or telephone) with end users and pilot participants to gain feedback, linked to their business metrics. You'll use this information to create PowerPoint slides telling the story of how FullCircl has helped them with their customers or prospects. This feedback is essential in renewal proposals for customers and new business proposals for prospective customers.

This role is perfect for someone new into their career who confidently and quickly builds rapport, who has energy and enthusiasm to learn. With such a central role, there are progression pathways into customer success, pre-sales or sales. We provide extensive in-house training as well as access to LinkedIn Learning to support your growth and development.

The team is based in both London Bridge and Winnersh so you will be required to attend these offices 2-3 days per week, as well as have the option to work at home on days when you aren't required in the office.

Key Responsibilities

You will support our Customer Success and Pre-Sales Teams on renewal proposals and PoV Evaluations; specifically, your week will include:

• Scheduling and conducting 15-30minute feedback calls with end users
• Collecting and recording evidence on how the platform is being used to demonstrate ROI
• Creating PowerPoint slides with success stories from your calls
• Delivering user coaching to increase awareness and engagement – building advocates
• Working closely with CSM's to understand upcoming renewal timelines and scheduling in feedback calls to support the renewal proposal
• Creating, sending and analysing user surveys (SurveyMonkey) to support PoV and renewals
• Following up with Net Promoter Score responses from customers to drive increased satisfaction and higher NPS results in the future
• Supporting the Pre-sales team with creating information packs for prospective clients
• Managing ongoing ROI collection programmes for our larger clients

The above statements are a snapshot of the role and are not intended to be an exhaustive list of all duties and responsibilities required.

Our ideal candidate will have

• Exceptional communication – articulate and who builds rapport quickly
• Outstanding attention to detail with high standards for the work you deliver
• Excellent organisation skills with the ability to manage your own workload
• Good planning, presentation, time and project management skills
• A professional attitude with openness to feedback and coaching
• A thirst for learning and always looking for development opportunities
• Familiarity with customer service, account management or sales environments
• Confidence using video conferencing including Zoom and MS Teams
• Experience with PowerPoint, Word and Excel is essential
• Working knowledge of , MS Dynamics or similar CRM would be an advantage
• Understanding of our core sales Methodologies (MEDDIC & SPIN)
• Fluent spoken and written English

Our Amazing Benefits

• A team of like-minded people committed to your success, now and in the future.
• Hybrid/flexible working model - 3 offices,
• London, Reading and Cardiff
• 25 days' annual leave
• Life Assurance and a fabulous Employee Assistance Programme.
• Private Healthcare for you - talk to us about adding your family
• Discounts on various retail stores, gym memberships and a bike scheme.
• Access to LinkedIn Learning.
• Peer to peer much, much more

About Us

• 4.8 rating on Glassdoor
• Excellent employee retention
• We have a culture deeply engaged in D&I and have a team dedicated to overseeing this
• There are 18+ languages spoken between us
• We actively engage with and support charitable initiatives and volunteer opportunities
• Our skills are shared through our Mentorship program, all are welcome to join
• All ideas and feedback are welcomed. We want all FullCircl'rs to have a voice

" No matter what stage you are in your career, at FullCircl you are viewed as an individual and given the opportunity to own your career. During my time at FullCircl, the nurturing culture has grown my confidence and given me the opportunity to work with some of our biggest clients."....

Chloe Weatherill – CSM

How to Apply

If this role is of interest apply through LinkedIn or send your CV to and we'll be happy to have a conversation - speak soon