Customer Success Manager

Job Summary:As the Customer Support Manager (CSM) the focus of the role will be to lead successful client’s through onboarding, adoption and renewal phases, manage reporting and business review process with key stakeholders, implement user engagement and account retention strategies and support account managers to grow contract value. The role requires a CSM to; proactively engage across all levels of the organisation to build strong relationships, develop a deep understanding of key accounts’ objectives and success metrics, carefully follow processes along all stages of the customer journey. The CSM will develop a thorough understanding of Fundpath’s products and services to ensure our clients are realising the full value of Fundpath.What you will be doing: Motivate clients to incorporate Fundpath into their workflow.
Develop a deep understanding of our clients’ organisational structure, each user’s role and their interaction with Fundpath Analyse Fundpath user data to highlight which clients need additional support. Help clients to see the value and impact Fundpath’s product and services will have on their role. Act as a consultant and problem solver, going the extra mile to understand how to find solutions and desired outcomes by using Fundpath’s products. Nurture relationships with client accounts and drive continued value of Fundpath’s products and services. Proactively and empathetically engage clients at risk, ensuring urgent client issues are resolved in a timely manner. Discover trends for churn, optimise processes for danger accounts. Discover trends for Success to implement as best practices for similar account types/use cases moving forward.
Source client feedback, development ideas, testimonials, and referrals.
What qualities are we looking for: 3 years’ experience within a customer success or client services role.
A background or keen interest in Financial Services.
Proven capability providing a “client first” service. Highly organised with exceptional attention to detail Experience in working to a customer journey process. Excellent communication and interpersonal skills. Proficient use of English (written and spoken). Must be a confident, self-starter, able to take ownership and work independently. Proficient use of Excel, PowerPoint and Salesforce. Strong problem-solving mentality.
What we will give you in return: Competitive Salary Statutory Pension Scheme 25 days holiday Flexible hybrid working
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