We are looking for an experienced Customer Success professional to join our Defaqto team. You'll have:

• Experience in a similar tech-focused customer success role

• Bags of enthusiasm, strong relationship building skills and the desire to go above and beyond
  

Who we are

Defaqto is one of the UK’s most trusted sources of financial product and market intelligence. By bringing together product data, technology and consumer insight we help everyone make smarter, more informed financial choices now, and in the future. And in doing so we hope to raise industry standards, power consumer choice and help the industry meet evolving customer needs.

Role overview

Drive the adoption and promotion of Defaqto’s products and services by our Customers - increasing usage, minimising non/low usage and ensuring users realise value.

The scope of this role covers all Defaqto’s products and services, including Matrix, Engage, Compare, Ratings (Star, Diamond and Risk), applicable to the Provider market, spanning all Provider customer segments, including Product Providers and Fund Managers.

What you’ll do

• Own the onboarding journey for all Provider solutions, taking customers from inception, through adoption to in-life use of the product.

• Aid with the collection, analysis and accurate interpretation of Defaqto customer usage data.

• Take appropriate proactive action to ensure the longevity of our customer contracts. Ensure potential cancelations are identified early in the customer lifecycle and are minimised.

• Develop a standard Customer Success offering for our customers and work with relevant account managers to make sure it is fully understood and implemented.

• Work with and coordinate Customer Success action with all relevant account managers, ensuring that they fully embrace the benefits of utilising Customer Success.

• Support relevant account managers through the development of strong relationships with end users.

• Maintain in-depth knowledge of Defaqto’s products and services and develop and maintain a good understanding of the key issues/developments impacting the UK financial services industry.

• Conduct post training follow ups, collecting feedback and reporting findings to the business, including proposals for improvements.

• Obtain customer feedback regarding potential product/data enhancements and new product/data opportunities and provide this information to relevant parties to aid the product development process.

• Participate in the testing of new software products/releases.

• Target high customer retention through increased speed of adoption and usage levels for Defaqto software

• Minimise cancellations through the account management process.

• Ensure a visible presence of Defaqto Ratings on customer websites, promotional/marketing literature, in their contact centres and on social media

• Create a network of customer evangelists who will assist in promoting the positives of partnering with Defaqto.

What you'll need to succeed

Qualifications/training

• Degree educated, or able to demonstrate equivalent intellectual ability

Knowledge

Essential

• High level of general IT literacy, including good working knowledge of MS Office applications

Desirable

• Good knowledge of the UK financial services industry, including a full understanding of the interaction between Product Providers, Fund Managers, Intermediaries and the Consumer

• Good working knowledge of pensions and investment products and funds and how these are distributed to consumers

• Good working knowledge of general Insurance products and how these are distributed to consumers.

Skills

• Excellent presentation and customer training skills

• Excellent interpersonal skills, including team working, relationship building and networking

• Excellent written and verbal communication skills, including an excellent telephone manner

• Strong administration and organisational skills, with the ability to plan and prioritise work to meet deadlines

• Capable of developing in-depth understanding of an industry or sector (demonstrated through previous experience)

• Capable of quickly learning new software

• Good level of numeracy, with the ability to analyse and interpret data in MS Excel

• Strong conceptual and creative thinking skills

Experience

• Designing and delivering successful face-to-face and web/telephone-based training

• Designing and delivering software training

• Planning and co-ordinating training activity

• Building relationships across a wide network of stakeholders, both internally and externally

• Identifying and analysing potential/current customer issues and then planning and implementing appropriate actions to address them

• Working with MI to derive meaningful actions

Your approach to work

• Passionate about excellent relationship management

• Positive and proactive, uses initiative and takes responsibility

• Collaborative and supportive team player

• Inquisitive and innovative

• Flexible, ‘can do’ approach with a positive response to change

• Committed to working within established processes and guidelines

• Methodical and diligent, with strong attention to detail and high quality standards

• Target oriented, self-motivated and aspirational with a strong drive for results

Work location

This is a hybrid role, based from our Haddenham office in Buckinghamshire. Three days each week in the office.

Right to Work

Applicants must already hold a legal right to work in the UK without time restrictions. We are currently unable to provide Skilled Worker visa sponsorship.

How we Work

Our values define how we work so that we can achieve our vision, provide a great employee experience, and positively impact our customers.

Think Big | Be Bold | Own it | Team up | Be a Star

We have a vibrant office environment with a hybrid approach to working supported by our flexible working promise. We have a focus on wellbeing, a programme of social, charity and team-building events and free fresh fruit delivered to the office.

Fintel plc and all the businesses within it adopt a zero-tolerance approach to discrimination on any of the protected grounds in the Equality Act 2010.

We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all staff. From application to interview, we place inclusion at the heart of all we do.

For these reasons we strongly encourage suitably qualified applicants from a wide range of backgrounds.