Senior Customer Success Executive

About the job Senior Customer Success Executive

Senior Customer Success Executive

Experienced Senior Customer Success Executives are required to join our innovative embedded investment platform that's reshaping the way people invest. We're on a mission to revolutionize the financial sector by eliminating outdated tech and processes, empowering financial planners, wealth managers, and investment platforms to thrive in the digital age.

As a Senior Customer Success Executive, you'll be the go-to contact for our clients, ensuring their issues are resolved promptly and effectively. You'll handle a variety of client queries, manage escalations, and liaise with teams across the business to deliver exceptional service.

• Serve as the primary contact for designated clients, resolving customer issues.
• Collaborate with teams to investigate and resolve escalations.
• Manage escalations from valued firms, providing timely resolutions and frequent updates.
• Act as an escalation point within the team and assist with case allocation.
• Handle inbound queries and respond to Zendesk tickets within SLAs.
• Generate MI and reporting analytics, identifying recurring issues and monitoring trends.
• Review workflows and suggest process improvements.
• Think of innovative ways to delight our customers.

• Experience and knowledge of the advice and/or fintech market.
• Previous work experience with an investment platform or similar.
• Significant knowledge of product wrappers (SIPP, ISA, GIA).
• Strong communication skills, able to build rapport and adapt to different clients.
• Curiosity about how technology can enhance the investing experience.
• Expertise in building relationships and handling complex queries.
• Confident in presenting analysis and recommendations to senior stakeholders.
• Understanding of APIs.

• Be part of a rapidly growing company with a mission to transform the financial industry.
• Work in a fast-paced, dynamic environment with a lot of freedom and ownership.
• Enjoy a collaborative team culture that values innovation and continuous improvement.

• Competitive salary and benefits package.
• Opportunities for career growth and development.
• A supportive and flexible work environment.
• 27 days holiday + bank holidays + your birthday off
• Private medical insurance with AXA Health
• Up to 6 weeks of work abroad per year
• Enhanced parental leave, flexible work-life integration