Yolk Recruitment are currently working on behalf of an exciting FinTech to recruit for a Customer Success Manager.

The Customer Success Manager will be part of the Customer Success team within Operations, responsible for retaining and expanding customers across all of the product offerings. The ideal candidate should have past experience in portfolio management within invoice finance or interfactor transfer. Additionally, the candidate should have experience engaging with SME/ Enterprise customers, delivering customer-focused solutions based on their needs, and working in a fast paced environment.

This is an exciting opportunity for a Customer Success Manager to work in a rapidly growing, well known Invoice Finance company who are really well known within the market and have won several awards!

The position requires the candidate to visit Cardiff or London at least once per week where your travel and expenses will be paid.

What are the responsibilities?

• Be the primary point of contact to a portfolio of customers of high value and varying complexity by working with all other relevant team members and other departments to deliver a positive outcome
• Maximise a customer's value and service by ensuring that they receive an engaging, professional and understanding service characterised by accuracy and prompt resolution of queries or problems
• Directly engage the Sales, Underwriting and On-boarding teams to understand the customer prior to them joining and supporting the on-boarding journey for the customer as well as in-life
• Carry out customer visits and reviews to support the business objectives and where relevant, directly manage or support other relationship managers to deliver positive outcomes
• Carry out surveys and audits of prospective and existing customers as deemed necessary and when authorised to do so
• Build reports and solutions for customers that deliver objective and revenue outcomes
• Obtain, where possible, new business leads from every possible source through customer referrals

What Skills experience do I need?

• Past experience in portfolio management within an invoice finance environment or related customer success management with proven delivery
• Past experience in business development, relationship, service or operational management within financial services or a FinTech
• Experience engaging and working with or supporting SME level customers
• Proven experience in delivering customer-focused solutions based on customer needs and a proven desire in finding innovative ways to continually improve the service delivered to customers
• Experience of working within an environment of adoption of new process/policies and/or consistent product change
• Experience working within a fintech with understanding of process and/or end to end customer success journeys
• Proven ability to interpret complex financial accounts to identify both financial needs and manage portfolio risk
• Proven strong negotiating skills with the ability to defend pricing for the business whilst balancing service and profitability for the customer

What will you get in return?

• Competitive salary of up to £45,000
• Bonus of up to 12%
• 28 days holiday + bank holidays
• Private medical insurance with Bupa
• Employee Assistance Programme
• Techscheme with Apple and Currys PC World
• Cyclescheme
• Working with latest technologies and leading SaaS providers
• Eye care vouchers with Specsavers
• 50% discounted gym membership
• 50% off mobile apps (Calm, Duolingo, Audible, Les Mills)
• 2 days charity leave per year
• You'll work for a company that is passionate about personal development and a strong community focused culture

How to Apply

Yolk Recruitment is an equal opportunities employer and embraces diversity in our workforce. We employ the best people for the job at hand and actively encourage applications from all qualified candidates, regardless of gender, age, race, religion, sexual orientation, disability, educational background, parental status, gender identity or any other protected characteristic. We champion and celebrate diversity at Yolk allowing our team to bring their whole selves to work.

*Please note, whilst we do our best to contact all candidates, due to the high number of applications we receive we cannot guarantee this for every role. If you have not heard anything from us within 7 days of applying - then unfortunately you have been unsuccessful. Please keep an eye on our website for more opportunities.