Director of Customer Success - Fintech - Asset Management

  • GBP100000.00 - GBP140000.00 per annum
  • London, England, United Kingdom
  • Permanent, Full time
  • Arthur Financial
  • 27 Feb 19

Director of Customer Success is required by an international cloud based Fintech company with offices in the US, London and South Africa. The firm functions on the principals that Digital tools can transform financial services.

Director of Customer Success is required by an international cloud based Fintech company with offices in the US, London and South Africa. The firm functions on the principals that Digital tools can transform financial services. They aim to transform the way that financial information is presented, shared and consumed by creating visually appealing and easy to interpret client reporting tools that help its clients, some of the world's largest asset managers, to attract and retain investor assets. They do this through the design, development and delivery of innovative technical solutions using the latest tools and technologies.


Some of the career perks: We work with up to date technology, promote from within wherever possible, and encourage team members to use initiative, think out the box and share their ideas.

Some of the technology perks: Its products and solutions are hosted in the cloud, They operate modern, secure hybrid cloud infrastructure using a Rackspace managed private cloud as well as AWS and Azure services. At the core of its architecture are a set of micro service API's, each of which deal with a specific area of functionality. They are first and foremost a technology company with a technology driven mind-set. Working at firm will provide exposure to these technologies as well as the tools and technologies we use to develop and deliver our solutions following an agile methodology.

OVERVIEW

Customer centricity is the core of the business. Our Customer Success team spans New York, London, Raleigh and South Africa, and is tasked with ensuring our customers have an excellent experience with the Firm. We aim to deliver service that goes above and beyond and firm's success is directly linked to the success of each of our customers. We are on the front lines partnering with Sales, Support and Implementation Services to ensure they meet and exceed their business goals.

The Role

We believe exceptional service drives stronger loyalty with our customers, and we have the opportunity to provide unparalleled service at scale. As our business and client base grows exponentially, we must be at the forefront of implementing robust, intelligent and integrated technology and innovation.

As the Director of Customer Success, you will lead our global customer success experiences ranging from on-boarding to support, services, adoption, retention and renewals. Customer Success is vital to our long-term profitability--we are successful when our customers receive massive value from our service.
Responsibilities

  • Set the overall vision and provide transformational leadership for our Customer Success team. You will drive growth of the team, implement on-boarding and development programs, and foster collaboration within the team and across a customer's lifecycle.
  • Measure effectiveness of customer success by defining operational metrics, tracking systems, and reporting to the company, executive team, and board.
  • Define and optimize the customer lifecycle.
  • Drive new business growth through greater advocacy and reference-ability.
  • Influence future lifetime value through higher product adoption and customer satisfaction.
  • Enhance effectiveness and efficiency through technology.
  • Create a culture of customer centricity by aligning with Product, Marketing, Sales, Finance, Support and Executive teams to drive initiatives centred on our customer's success.


Required Skills

  • 5+ years experience leading, training, inspiring, coaching, and building a world-class team across multiple locations .
  • Solid experience in Fintech and/or Financial Services and/or Digital Marketing (non-negotiable - more than one a plus).
  • A proven ability to analyse business performance, set relevant targets, and exceed.
  • An ability to translate a business strategy into tactical operating plans.
  • Proven track record in providing transformative customer experiences.
  • Excellent track record for retention and proven experience driving business growth through greater advocacy and reference-ability.
  • Tech-savviness and interest in next-generation customer experience technology and products.
  • Fluency in common support tools such as Salesforce and Gainsight .
  • Excellent communication and presentation skills.
  • Comfort with a rapidly evolving work environment; with experience in taking initiative.