Account Manager
Glasgow/Dunbartonshire
Up to £40,000

Customer Success Specialist

Ref: 127| Posted: 26th Nov 2018

This vacancy is now closed

Our client is the creator of Know Your Customer (KYC) automation for major financial and professional service firms globally. It is a provider of simultaneous, real-time access to multiple sources of global company and person data. By using robotic search to discover everything a KYC workflow demands, our client delivers more efficient processes and faster, safer regulatory compliance, resulting in lower costs and superior risk management.

They believe that the best decisions are made when people understand the full picture. Their team have created a new way to automatically search, review and manage information from public registries, credit bureaus, property/asset valuation sites and a growing range of trusted KYC data streams across the world. Today they have offices in Glasgow, London and Sydney and a rapidly expanding international team.

 

About the role

Our client is looking for a Customer Success Specialist to join their Glasgow based Success team. The Success Specialist plays a key role in helping their customers to achieve their business objectives, with a responsibility to ensure that their customers are deriving enormous value from their KYC solutions.

This role involves direct responsibility for the customer implementation process including on-boarding, configuration, training delivery and the on-going customer journey. A great Success Specialist must be a confident communicator, able to establish and maintain customer relationships, manage the customer project, and translate and configure our value proposition into actionable project plans and results.

As a Customer Success Specialist, you’ll report directly to the Head of Customer Success and work closely with our dedicated Sales, Marketing and Support teams. This is a full-time, on-site opportunity based in our Glasgow office.

 Key responsibilities

  • Pro-actively work with our client’s customers to successfully implement their solution from configuring the customers KYC policy, to training their end users on how to utilise the platform.
  • Ownership of project and account management activities over the entire customer lifecycle to ensure their customers obtain value, stay with our client and become advocates of our solution.
  • Become a product champion and expert on our KYC solutions, deliver engaging training sessions both face-to-face and online to confidently educate our customers on how to get the most from our platform.
  • Work in a fast-paced client facing environment and take the lead working cross-functionally to ensure the successful delivery of implementation projects.
  • Regular customer engagement by phone, WebEx and on-site.  

Requirements for the role & your experience

  • 4+ years of experience in project management, account management or an equivalent customer facing role.
  • Experience with KYC / Regulatory Compliance in the legal or the financial services sector.
  • You have experience delivering product training both on-site & online.
  • You must have excellent written and verbal communication skills and will be involved in the production of customer facing documentation.
  • You have the ability to clearly explain complicated ideas to a non-technical audience and end users in an engaging way.
  • You have experience working with or have a good understanding of technology businesses and the importance of the Success function within them, especially a SaaS technology business.       

Other Information

  • Our client offers a great place to work in a fun, dynamic environment with a highly committed team.
  • Their mission is to become the global provider of choice for KYC professionals
  • You may be eligible to take part in their Employee Share Options Plan.
  • The working hours will require some flexibility in order to collaborate with colleagues in Australia.
  • Although a Glasgow role, you will be expected to travel to meet clients and colleagues across the UK on a regular basis.