Customer Success Team Leader

About Allica Bank

Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech.

Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers.

Established businesses are a vital part of our communities, yet they continue to be underserved by high street banks. Allica was built specifically to meet the unique needs of these businesses. Allica’s Business Rewards Account is a rewarding business bank account, designed especially for established SMEs and offering market-leading rates, no monthly fees and access to a dedicated relationship manager.

Our business current account is live with mobile and web apps, enabling card payments and a full range of electronic payments. The account offers market-leading pricing, cashback on card spend and a competitive rate of interest on instant access savings- ensuring business owners receive a great return on their hard-earned cash.

This role plays a key part in ensuring that as many established SMEs as possible can benefit from opening an Allica current account. The Customer Success team supports new-to-bank customers originated via our digital and marketing channels and through an assisted onboarding journey. The team identify opportunities and engage customers via telephone and email to convert qualified leads into open and funded business current accounts.

The ultimate goal is to deliver live, actively used accounts for new Allica customers within our established SME target segment (actively trading,£50k+ cash balances).

As Customer Success Team Lead, your primary responsibility is to line manage a team of approximately five Customer Success Executives, ensuring they are successful in converting new qualified leads into open and funded accounts. You will guide the team to have great conversations with customers to explore existing banking pain points and to support these customers in switching to Allica. You will be accountable for team inputs and performance across the full end-to-end onboarding journey, while ensuring customers receive a consistently excellent onboarding experience with Allica Bank.

You will work collaboratively across Allica — including relationship management, product, marketing and operations — to ensure prospective customers receive exemplary customer service and a strong first impression of the bank.

The Customer Success Team Lead must be highly confident and capable in remote sales to SMEs via telephone, and be a strong people and stakeholder manager with a clear focus on customer outcomes, performance delivery and value creation.

• Working closely with the Sales Managers of Customer Success, The Customer Success Team Leader will provide line management, capacity planning, pipeline management, coaching and development to support a team of Customer Success Executives.
  This includes regular performance reviews, development meetings and interventions where required.

• Through close collaboration with our Customer Due Diligence, operations leaders and product teams, the Customer Success Team Leader will work to support reducing friction and improving the experience in the customer onboarding journey.

• Able to clearly communicate Allica’s value proposition to decision makers in our customers

• Understanding our onboarding process and requirements and supporting customers and prospects through this process to open current accounts and deliver a great customer experience.

• Often being the first Allica representative that SMEs speak to, so always being professional, courteous and friendly, and always exhibiting our values of Straightforward, Integrity, Collaborative and Delivery.

• Proactively learning our products and criteria over time, so that you can identify opportunities, becoming ever more efficient and effective at engaging and qualifying prospects through to onboarding.

• Gaining feedback from customers and prospects on potential…