About the job Senior Customer Success Executive
Senior Customer Success Executive / Technical Analyst / Platform Support Analyst
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 We're on a mission to revolutionize the financial sector by eliminating outdated tech and processes, empowering financial planners, wealth managers, and investment platforms to thrive in the digital age.
About the Role:
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.
Key Responsibilities:
- 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.
Requirements:
- 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.
Why Join Us:
- 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.
What's in It for You:
- Competitive salary and benefits package.
- Flexible hybrid working from London, Bath or Edinburgh (1-2 days per week)
- 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
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