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About the role
Key responsibilities & impact- Develop strong relationships with our clients by maintaining a high level of engagement, aligning business objectives, and providing raving fan service
- Maintain a deep understanding of our solutions, client base, and best practices
- Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt a new platform/service
- Educate clients on business value of solutions and application of best practices
- Provide business insights through client value presentations, Quarterly Business Reviews, and other methods
- Identify potential growth and upsell opportunities to expand revenue, engaging the Account Executive at the appropriate time to hand off the opportunity
- Assess customer health by monitoring product usage, reported issues, and other success metrics
- Act as a liaison between internal COE teams to ensure customer needs are being met and to create solutions to client pain points
- Identify trends and relay feedback internally to appropriately address underlying issues
- Provide clients full transparency on status of issues / requests from submission through resolution
- Actively participate in the customer life cycle process, from prospect to renewal
- Participate in CSM programme development and improvement activities
- Facilitate customer account changes, product set up and billing research/corrections
- Work with Sales and other Learning & Development teams to facilitate customer training as needed
Requirements
What you’ll need- Strong experience in a Customer Success, Account Management, or other Client-Facing role
- Bachelor’s degree (or higher) required, or the equivalent years of industry experience
- Ability to troubleshoot and solve business and basic technical problems
- Requirement for a foundational understanding of banking regulations (e.g., GDPR, FCA guidelines)
- Ability to effectively manage daily client communications, including escalations and problem management situations
- Must be able to work autonomously and collaborate as part of a team
- Change moves slowly in financial institutions due to necessary risk and compliance checks, requiring exceptional patience and project management skills
- Ability to travel occasionally (up to 25% of the time)
Benefits
Comp & perks- contributory pension
- life cover
- income protection
- healthcare
- enhanced maternity and sick pay
- 26 days holiday and a day off for your birthday
- ability to buy and sell holiday
- free credit checks
- flexible benefits including cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts
- personal development support with a range of learning options including global online learning platform
- support for Inclusion and Diversity, Wellbeing and Employee Engagement forums
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Business InsightsClient Value PresentationsQuarterly Business ReviewsTroubleshootingProject Management
Soft Skills
CommunicationPatienceCollaborationAutonomyClient Advocacy
Certifications
Bachelor’s Degree