Customer Success Manager

JR United Kingdom; Ilkley; Hybrid; GBP 30,000 - 60,000; Full time

Job description

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SmartSearch’s distinctive Anti-Money Laundering verification software protects our clients by offering the most advanced and comprehensive features available from an AML provider.

SmartSearch has grown rapidly by fostering an incredibly collaborative and supportive culture. As we continue our ambitious growth plans, we will strive to remain a truly exciting, rewarding, and unique place to work.

HOW WILL YOU MAKE A DIFFERENCE?

The Customer Success Manager will have a proven track record of success of growing the revenue and driving world class retention for key clients in Core Customer Success.

They will demonstrate the ability to provide the highest levels of customer service to clients (which will involve face to face meetings) by creating success plans for the highest value clients with clear goals and actions, enabling them to get the best possible return on their investment from our suite of AML solutions.

A strong understanding of the Anti-Money Laundering regulations and what clients need to be doing to remain compliant will need to be demonstrated.

The Customer Success Manager is also expected to set an example for the team on best practice in Customer Success, whilst demonstrating the company values in all that they do.

VARIED DAY TO DAY RESPONSIBILITIES

1. Hold high quality, solution led conversations with stakeholders at all levels to facilitate contract growth and understand clients long term goals, ensuring they are getting the most out of the SmartSearch product
2. Identify and quantify retention risks and take positive actions to mitigate those risks and secure the client relationship
3. Identify where face to face meetings are most appropriate and organise with the relevant attendees from both SmartSearch and the client’s company ensuring a high degree of preparation
4. Be confident in handling objections and escalations to get a positive result for SmartSearch whilst maintaining the client relationship
5. Pro-actively keep up to date with Reg Tech knowledge and ensure this is shared amongst the wider team
6. Liaise with the New Business sales teams to understand the pipeline and manage onboarding for new high value Core clients, ensuring that the client experience is world class
7. Liaise internally with Sales, Marketing and Product to drive targeted data led campaigns to increase revenue within your client portfolio
8. Lead by example and be a positive influence on the wider team at all times, embrace change and help to create opportunities

WHAT ARE WE LOOKING FOR IN A CANDIDATE?

1. You will have a demonstrated record of success in a commercial role, preferably in an Account Management capacity, and be able to achieve upsell and retention targets
2. You will come from a Financial Services or generally Regulated environment
3. You will be a quick learner who can grasp new information and respond to your clients' needs
4. Our business moves at a fast pace and can be challenging and exciting so you will need to be confident at multitasking
5. You are keen to progress within a large team structure and will have a drive to succeed, evidenced by achieving goals and targets
6. Attention to detail, particularly an excellent standard of written communication, is vital to always maintain a precise and professional service
7. Where necessary demonstrate the initiative to improve the processes involved in their role
8. Knowledge of the AML regulations, relevant sectors or RegTech SaaS products in general is beneficial
9. Please note this is a hybrid role and you will be expected to attend our Ilkley office regularly

WHAT IS LIFE LIKE AT SMARTSEARCH?

1. We are a multi-award winning Tech company with an aspirational mentality
2. Some of our most recent recognitions include: named in the renowned RegTech100 list for 2024, listed in the Top 100 Fastest Growing Tech Companies by Northern Tech Awards 2024 as well as being named Technology Provider of the Year by Corporate Finance Awards 2024
3. We have been Great Place To Work Certified since 2022
4. There are excellent progression opportunities due to our growth and you will have personal development goals, regular feedback and support
5. We are a diverse and inclusive team committed to promoting Diversity & Inclusion and Social Responsibility. Through our DE&I group, charitable initiatives and support for local schools, we actively foster a positive impact on our community

COMPANY BENEFITS

1. 25 days holiday rising to 30 with each year of service
2. Private Medical Insurance covering dental and optical
3. Company pension scheme
4. Life Assurance – 4x your annual salary
5. 1 day paid volunteering per year
6. Enhanced maternity / paternity offerings