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    CSM Manager - London, United Kingdom - FullCircl

    FullCircl
    FullCircl London, United Kingdom

    5 days ago

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    Description

    This is a hugely exciting opportunity to join us following the merger of 2 of the most exciting UK Fintech's, and work with an incredible set of clients.....

    the UKs leading banks, insurers and FinTech to deliver market leading insight on their business
    Following the recent acquisition of W2, a specialist compliance and fraud platform, FullCircl's
    Our web applications and APIs are now used by more than 15,000 end users in large clients
    including Barclays, Lloyds, NatWest, and Aon, as well as powering digital journeys for high
    September 2023 FullCircl acquired W2 Global Data Solutions. angel investors which include Dr Steve Garnett (EMEA Chairman SFDC).

    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 provide competitive compensation and benefits and believe employee ownership is a key part of cultivating the mindset we want from everyone.

    Reporting to the Director of Customer Success, as the Customer Success Manager, you'll engage
    Help our customers do better business, faster

    Identify risks to customers achieving their stated business goals and work
    with the team to build a risk mitigation plan.
    business objectives, helping them succeed and proactively identifying potential areas for

    Building champions :
    Manage and run regular operational account review meetings
    Monitor use of the service within assigned accounts to identify
    adoption levels, trends, concerns, untrained or inactive users.
    Monitor customer satisfaction by observing Net Promoter scores
    and follow up on survey responses with customers to drive increased satisfaction and
    higher Net Promoter Scores in the future. activities within each account so everyone is on the same page.

    Coaching :
    Partner with Sales to review and help deliver potential growth within

    Collaboration :
    On larger accounts, collaborate with Marketing to design programs to
    service.

    Advocacy :
    Collect and document evidence of how the service is being used by
    customers to promote good news and demonstrate ROI throughout the customer

    Impact:
    Promote our array of tailored training solutions to assist with increasing the
    adoption of our service.

    involve variety, from planning to execution and presentation of your ideas back to stakeholders.
    Passion for building great customer relationships
    Previous Customer Success experience
    A clear connection with our mission of helping our customers do better business, faster.
    Excellent listening, presentation and communication skills at all business levels.
    Understanding of customer service and account management. CRM experience – Salesforce preferable.
    Hybrid/Flexible working model
    ~25 days annual leave, with the ability to purchase more days
    ~ Life Assurance and a fabulous Employee Assistance Programme
    ~ Private Healthcare for you - talk to us about adding your family
    ~ Discounts on various retail stores, gyms memberships and a bike scheme
    ~ There are 18+ languages spoken between us
    We actively engage with and support charitable initiatives and volunteer opportunities
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