Customer Success Manager

Customer Success Manager

6 Month Fixed Term Contract.

🤔 Who are we and why do we do what we do?

We are a data and payments company on a mission! We’re a group of developers, financial experts, and optimists who share a vision for improving the financial wellness of people, their businesses, and their communities.

We started this company with the aim of changing how the industry used and viewed data. As architects of Open Banking, Open Finance, and Open Data, we strive to be a force for good — changing the status quo of how businesses interact with people. We strive to serve the whole population through every change in their finances.

We do this by powering businesses through our APIs and Personal Finance Tech solutions as well as our own personal financial management app for consumers.

We can only do that by being an inclusive and diverse organisation. We invest in our people, and enjoy an environment focused on innovation, collaboration and openness.

💰 What do we offer?

We champion flexibility, and we trust and respect our employees to deliver results in a way that best suits them, working around their own lives and commitments.

We live and breathe a fantastic culture of remote working and you may perform your duties predominantly from your home. However, the heart of Moneyhub is in Bristol and from time to time you will be required to attend company meet ups. Your role may require you to attend client meetings, networking events or group training sessions. You may also be required to work at such other place or places as we may reasonably require from time to time. As a minimum, you will be required to attend a quarterly All Team Away Day at a location of our choice (including overseas).

As well as a truly flexible approach, we also offer a fantastic range of benefits, including:

Remote working - with quarterly away days, regular team meeting and face to face client meetings as required.

10% contribution towards your Pension from your very first day with us;

25 days of holiday (plus bank hols), rising to 30 days after two years;

Choose to take your entitlement to UK bank holidays at other times based on your own days of significance;

Private medical insurance, including cover for pre-existing conditions, plus dental and optical benefit;

Six week Moneyhubber Family Pay when you become a new parent;

Permanent health insurance and life cover - much greater than the industry standard (death in service);

Employee assistance programme;

Professional development support, with dedicated allowance of time and money;

Life event leave;

Cycle to work scheme;

EV Salary sacrifice scheme;

£750 towards professional memberships

Remote working benefits, including work from almost anywhere, access to co-working spaces and support for your home office set-up

High spec laptop

Requirements

👀 Sounds great right? What will you be doing?

I am the Client Success Manager within the Decisioning line of business at Moneyhub, and I own and drive the Client Success and Client Support strategies.

Moneyhub’s multi award winning financial wellbeing platform has been a huge success with our enterprise clients who combine it with their core product offerings to engage and empower their customers. Enterprise clients expect a first class service and high degree of professionalism in their dealings with Moneyhub. As a delivery focussed Client Success Manager, I’ll be at the forefront of providing that service.

Working with the Product Manager and Sales Director, I will work collaboratively to provide an excellent experience for the client from sales through to support.

What are my day-to-day responsibilities?

• Work closely with sales and pre-sales colleagues to support the sale process and onboarding of clients.
• Engage with customers as they onboard and identify additional use cases where Moneyhub can provide additional services.
• Provide leadership and take responsibility for driving client projects on a day-to-day basis, chasing actions, mitigating risks and troubleshooting issues.
• Manage the full project delivery life-cycle, from initiation, through implementation to supporting and growing the relationship
• Organise and facilitate workshops with the clients to support all stages of the delivery cycle
• Provide regular formal and informal status and progress reporting adapting to the delivery approach and the clients needs.
• Work closely with members of the Decisioning Senior Leadership Team to design, develop, and continually evolve the Client Success and Client Support strategies in line with the company strategy.
• Develop and maintain strong working relationships with the Engineering, Product, and Business Development teams to plan delivery and ensure a smooth transition from sales to completed delivery and also to share intel that may lead to clients acquiring additional services and/or functionality.
• Examine client data and analytics to identify improvement opportunities for the Product, developing these with Product Consultant or Manager into deliverables.
• Ensure a high standard of professionalism in client interactions and maintain communications to ensure high levels of client satisfaction.
• Work closely with the Decisioning Senior Leadership Team and promptly escalate anything that would impact the client’s relationship with Moneyhub.
• Play an active role in the continuous improvement of client support based on client data and feedback.
• Be the voice of the customer for the Decisioning team, to ensure that all potential opportunities and risks are understood as soon as they arise, so that revenue can be maximised, and risks mitigated.
• Work closely with Finance to ensure that customer invoices are accurate and that customers pay invoices in line with the payment terms (net 30 days), if required liaise with customers to ensure that outstanding invoices are processed and paid
• Work closely with the Sales Director to understand the new sales pipeline for new and existing clients, to manage the workload, and ensure that all clients are prioritised appropriately, based on revenue, potential and size.

What experience should I have to do my role?

• You will have over three years experience of project management in a customer-facing role within a financial services technology or closely related business
• You will have experience of managing programs or multiple complex projects.
• Have a demonstrable track-record of delivering software solutions, some of those being Software-as-a-Service
• Be familiar with a range of project management and software delivery processes, with hands-on experience of Agile methodology.
• Previous experience of delivering an outstanding client experience and be confident and capable of running meetings on your own and with colleagues, both face to face at customer sites, and via remote working solutions

What skills should I have to do my role?

As a member of the team, I am expected to exhibit the Moneyhub values and also support others to develop these behaviours where required.

The skills that underpin our values are:

• You will possess excellent stakeholder management skills and be able to recognise different needs and adapt your style accordingly.
• A great communicator: with a high standard of written and spoken English, as well as good presentation skills.
• Able to handle customer issues constructively and diplomatically, and communicate effectively internally to enable Moneyhub teams to manage and resolve successfully for the client
• Able to identify cross selling and upselling opportunities in existing clients, and communicate these to the Sales Director, or other LoB sales leads.
• Be home-based but willing to travel to the Bristol office and visit UK-based clients on sites as required which is likely to be on a weekly basis, and may require a couple of days during a complex project.

Which regular internal and external meetings do I manage or actively participate in to ensure the success of the business?

• Project delivery meetings with clients and internal teams - on site with the customer and online/remote
• Regular stand ups with clients as required following delivery

● Internal sales meetings

• Moneyhub Away Days as required (but likely 4 times a year)
• Attending client sites for workshops and progress meetings as required

● Supporting escalation meetings

• Delivering MI reports to larger clients