Seccl

Customer Success Manager

• Managing a portfolio of assigned customer firms, making sure they feel informed, supported and set up to succeed
• Owning operational relationships with key firm teams, building trust and understanding how each firm works
• Leading escalations with confidence, investigating complex issues and keeping communication clear across customers and internal teams
• Digging into systems, data and workflows to understand root causes and support the right fix
• Acting as the bridge between customer firms and internal teams, helping everyone stay aligned on the right priorities
• Identifying opportunities to improve how firms use our UI, tools and processes, including training, workshops and self-service support
• Monitoring customer health, sentiment, support tickets and recurring issues to spot risks early and drive action
• Reviewing operational workflows, sharing best practice and suggesting smarter ways of working

Operations

• Managing communications between transferring pension and investment schemes and Seccl.
• Speaking with ceding and receiving schemes by phone and email to progress transfer activity.
• Maintaining accurate internal client and scheme records.
• Providing timely updates to firms, ensuring they are kept informed of transfer progress.
• Ensuring submissions are completed accurately and within agreed service levels.
• Responding to transfer related queries from across the business in a timely and professional manner.
• Supporting other operational teams and business areas as required, helping to deliver a seamless client experience.

Customer Success Manager

Junior Operations Analyst – FTC