Customer Success Support - United Kingdom Career

Careers in United Kingdom

CUSTOMER SUCCESS SUPPORT

CUSTOMER SUCCESS SUPPORT


We are pleased to have an opportunity for a Customer Success Support role at Apply Financial.

YOUR NEW COMPANY

An exciting opportunity has arisen for a permanent role within our progressive, highly attractive financial software company.

Work life balance is very important for us which is why all our staff work from home removing the daily commute and providing more flexibility with family needs. We are all self-directed and able to solve problems and execute independently, we maintain our close team working through video conferencing, and chat and other tools.


YOUR NEW ROLE

We’re searching for a passionate, customer-focused team member who can help design and build our Customer Success and Customer Support teams, while encouraging a culture of going the extra mile for our rapidly growing customer base.


We are convinced that the key to future growth and success revolves around customer success and retention. Therefore, this customer facing role spans across the entire company, working with every department to ensure that every customer contact/interaction is tailored to maximise customer success.


You will understand and map customer pathways and monitor customer advocacy. You will also work with Sales and Marketing to maximise cross-sell and up-sell.


It’s a proactive, high-energy, fast-paced environment but we’ll give you the support you need to thrive.

WHAT YOU'LL NEED TO SUCCEED


A successful candidate will help set and deliver the overall vision and strategic plan to maximise customer success, helping the Sales team drive cross-sell and upsell and expanding contract revenue


  • Ensure that a implementation plan is in place for each new customer and take responsibility for a successful onboarding process, working with the various stakeholders, e.g. their technology team, operations and compliance

  • Ensure that a implementation plan is in place for each new customer and take responsibility for a successful onboarding process, working with the various stakeholders, e.g. their technology team, operations and compliance

  • Provide proactive support to our clients by helping them to increase adoption, improve utilisation and take responsibility for minimising churn and ensuring renewal

  • Provide ongoing support to our clients, responding to their queries and coordinating across the various Apply Financial teams to solve their problems

  • Manage relationships with senior stakeholders at our clients (e.g. Banks, FinTechs, NBFI’s, Corporates and Partners)

  • Support/drive new feature roll outs, including formal and informal training of customers and the internal sales/marketing teams, drafting client communications, etc.

  • Actively contribute towards market development work, e.g. working with marketing to create high quality collateral/content

  • Function as the voice of the customer and provide internal feedback on how Apply Financial can better serve our customers

We’re expecting you to be very pro-active and able to work without constant supervision. We are a small company and so we can often have multiple projects on the go with short timescales so the ability to adapt to changing priorities and directions and to be able to work under pressure is a must.

Our ideal candidate will have true passion for customers – fanatical about getting them the right outcomes and becoming their advocate.


  • Strong team spirit and able to coordinate across teams and build consensus

  • Minimum of 4 years sales/customer success/account management experience, ideally for other cloud/SaaS solutions

  • Good understanding of technology and familiarity with concepts such as APIs, cloud solutions a benefit

  • A good working knowledge of bank to bank payments

  • Strong process management skills, won’t drop any balls!


    Nice to have


  • Prior start-up experience a benefit

  • Experience managing and nurturing a team

What you'll get in return


This is a unique opportunity for a Customer Success and Support role in a leading Fintech company with a great salary. The company is heavily focused on ensuring employee's grow within the role and maintain a healthy work life balance so you will be able to work from home. Furthermore, you'll join a dynamic team working with cutting edge technology.


What you need to do now

If you're interested in this role, please send your CV to , or if this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion and we’ll let you know if we have anything coming up that may suit you.




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