Customer Support / Key Account Manager (Lead) - Fintech Software
£30,000 + Excellent Benefits Package (See below)
++ We are looking for a Key Account Lead to join our fast-growing Customer Success Team to support in constantly improving the service we provide to our Clients as we migrate them to the latest version of our flagship solution ++
Reporting line into the Customer Success Manager you will be responsible for the day to day management of our key accounts, building a strong relationship with contacts, predominantly within the Finance and IT functions, as well as being the voice for them within the business. The role will include supporting multiple customer accounts with concurrent support tasks and competing priorities.
Candidates should come from a customer service or possibly an account management background, with a heavy bias on customer support and management within an IT solutions or software provider. Any experience in financial software or transactional billing would be advantageous.
The role will include the following responsibilities:
+ Lead Client effective communication on support and change management issues;
+ Fully understand and document client requests (working with Business Analysts where required) and work with our support and client engagement functions to ensure your client’s expectations and exceeded;
+ Add value to Key Clients by understanding their business and providing proactive support of their goals;
+ Create and own the client reporting activity (both internal and external) and present this to recipients as required.
+ Work with the sales team and on-boarding manager to ensure new key accounts are implemented successfully;
+ Build strong relationships with all internal and external partners and suppliers that can ensure the successful delivery of support and change requests;
+ Train client users in the use of software, offering advice and best-practice where applicable;
+ Work with other members of the Technology and Product Teams to understand other key projects, products and product enhancements being delivered and the impact to your clients and ensure their requirements are fed into these teams.
In addition to a passion for delivering high customer service the successful candidate will also need to show the following skills:
+ Working in a collaborative manner with all team and vendor resources;
+ Continuous Process Improvement. Works with leaders/owners of the process or service to understand current practices and identify areas for improvement;
+ Proven track record of detailed change request process not essential but would be advantageous;
+ More than 3 years experience in a customer support focussed role;
+ Excellent written and oral communications;
+ Team player;
+ Ability to operate in dynamic, challenging and fun environment;
+ Prior experience with financial software and/or transactional billing would be beneficial.
The rewards and benefits package include
+ 23 days holiday with the ability to purchase more;
+ Free access to our on-site gym;
+ Private BUPA health insurance and option to include family members;
+ Childcare Vouchers and other affiliate major brand retail discounts;
+ Bonus opportunities;
+ Annual Silverstone social day at British Grand Prix.
We are a highly successful UK-based Fintech Software vendor embarking on an exciting growth journey after significant recent investment in new product and people.
We provide clients with a leading cloud-based Order-to-Cash Accounts Receivable suite that enables them to automate processes, reduce costs and improve cash collection efficiencies resulting in increased cash flow. Our SaaS platform enables customers to get paid faster by automating manual and time-consuming tasks.
With the ongoing launch of a new platform and solution now is an exciting time to join the team!
You may have worked in the following capacities:
Customer Support Agent, Online Customer Care Executive, SaaS Customer Support, Customer Success Executive, Customer Support Executive, Key Account Manager, Customer Account Manager, Software Client Manager, SaaS Customer Success.
Interested? Just Apply Below...
...But first a little formality. By applying you explicitly consent to us processing & passing your application to our client for review for this vacancy only. If your skills match the role you will hear back from us within 2 business days. If you have any pre-application questions please contact us quoting the job title & ref. Good luck, Team RR.