Customer Success Associate

Equiniti; United States; Remote; USD 50,000 - 80,000; Full time

Job summary

A leading company in financial services is seeking a Customer Success Associate to enhance client relationships and ensure satisfaction with software usage. This role includes managing meetings, facilitating client changes, and improving the user experience. The ideal candidate will be proactive, tech-savvy, and skilled in communication and customer relations.

Benefits

Equiniti Pension Plan with matching contributions

Employee Assistance Programme for health support

Flexible benefits including extensive time off

Long-term incentive plan (LTIP)

Employee discounts through EQ Wins Platform

Qualifications

• Tech-savvy with understanding of technology's impact.
• Ability to prioritize workloads autonomously.
• Adept at problem-solving with strong analytical skills.

Responsibilities

• Support delivery of regular customer meetings and manage agendas.
• Facilitate the client change process and ensure accurate billing.
• Proactively manage customer queries and maintain Salesforce records.

Skills

Communication

Analytical

Relationship Building

Pro-active

Education

Understanding of consumer credit industry

High-level understanding of software architectures

Job description

We are Lenvi and we are passionately committed to becoming the go-to credit and analytics platform in our chosen markets, we will achieve this through unwavering focus on our people, product, and clients.

We service a range of clients in the UK, Europe and the United States providing lending platforms and analytics capabilities to both commercial and consumer-focused businesses across a range of asset classes including invoice discounting, retail finance, unsecured lending, SME funding and mortgages.

Our Values Statement

We epitomize the values of being bold, insightful, energetic, and curious. Embracing calculated risks, thinking deeply, bringing enthusiasm, and constantly seeking knowledge. These values fuel our innovative spirit, drive our growth, and enable us to make a positive impact on our stakeholders.

The Role

The Customer Success Associate will be responsible for delivering exceptional customer service to our clients, fostering strong and collaborative customer relationships to maximise the value and effectiveness of the software. This role focuses on enhancing customer satisfaction by optimising their software usage, identifying opportunities to increase revenue per customer, and continuously improving the overall user experience to ensure long-term client success and loyalty.

Please note this role is a maternity cover therefore the role is a 12 month FTC

What you will be doing

• Meeting booking - support to Customer Success Team in delivery and execution of regular customer meetings through booking of meetings
• Agenda Creation - creation of agendas and minute taking for key customers.
• Minute Taking – Minuting key client meetings and sharing these minutes including updating Salesforce
• Client change paperwork - liaising with the Product and Professional Services staff to facilitate estimates and paperwork for identified client change.
• Client change process – Managing the change process and ownership of the end-to-end process within the Customer Success Support Function
• Client renewals - assisting in the completion of client renewals.
• Account plans - assist in maintaining customer account plans.
• Salesforce - support the Customer Success Team to ensure Salesforce is accurate and up to date.
• Customer query support – Proactively manage, allocate and resolve issues or actions arising from customer queries. This includes managing the CS Associate mailbox.
• QBR and Service Packs – Support, creation and completion
• Billing – Ensure accurate billing for commercials including Purchase Order requests
• Ownership of the Renewal Calendar – Ensure process is started 3 to 6 months before contract expiry

What we would like to see from your application

• Industry knowledge - understanding of the consumer credit industry and associated
• lending products.
• Tech-savvy - understanding the importance that technology can have in shaping the near and medium-term future for clients.
• Software architectures - a high-level understanding of modern software architectures,
• technologies; development methods (including agile and waterfall) and test automation.
• Hosting platforms - a high-level understanding of hosting platforms and technologies.
• Relationships - ability to build relationships across client hierarchy from users to Exec.
• Communication - great communication skills, excellent written and verbal skills.
• Pro-active - Hands-on, self-starter with an ability to work within deadlines.
• Prioritising - ability to prioritise workloads and work autonomously.
• Stakeholders - work effectively with wider stakeholder groups within the organisation.
• Analytical - Adept at solving problems and possess strong analytical skills

What you will get in return

• Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%
• All Employee Long Term Incentive Plan (LTIP) – Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.
• Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.
• Employee discounts – Discounts and cashback at your favourite high street stores through our
• EQ Wins Platform.
• Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more. Time Off – Typically 28 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
• Winning together – Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.

Our Diversity Statement

At Lenvi we encourage individuals from all walks of life, without exception, to join our team. We know diversity fuels innovation and creativity, so we welcome applications from anyone, with any background.

Please note: Any offer of employment is subject to satisfactory pre-employment screening checks. These checks consist of 5-year activity referencing & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.

About the company

Equiniti Group plc is a British-based outsourcing business focused on financial and administration services.

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