Customer Success Lead

Eden Scott ,
Edinburgh, City of Edinburgh
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Overview

Job Description

Our client is a hugely exciting fintech focussed start up. With a product focused on improving peoples lives, extensive investment and interest from large players in the financial marketplace, and beautiful office spaces in Edinburgh city centre , they are now seeking to expand their team with a leader for their customer success team. Our client places their customers happiness with the products at the heart of their business. As such, this role is critical to them. Some key elements of the role will involve; - being the internal voice of the customer, ensuring any improvements or needs required are communicated to product marketing and sales process - line manage and work closely with your customer support, operations and data quality teams , supporting to them to deal with customer enquiries and to make best use of the product - serve as focal point for onboarding of the new customers - provide an engagement focus for improvements from customers, and a feedback channel to them for insights on best use of the product - documentation creation and process improvement - ensure metrics being utilised are correct and fit for purpose, and then manage these - liaise closely with the marketing team around customer communications - liaise with the product and engineering team around platform configuration for customers. This is a growing and fast moving start up environment, so you will of course find that the role will develop and grow as you do, giving you the autonomy to make decision, and to have the freedom to improve and grow the business as a critical part. Its likely that the right candidate for this role will have worked in an SME environment before. You will be used to working in a consulting, customer success or account management type role, and will be used to working closely with large, complex customers. You will be tech savvy and excited by working with a product that will have genuine, far reaching consequences in its key sector, and will be able to manage a complex workload. An inspirational leader, you will motivate your team to provide customers with the best possible experience, train and develop them as necessary, and will have a genuine passion for creating customer delight. In return you will have an excellent salary and career development opportunities, alongside the chance to really own your own career prospects and success. Flexible working is also on offer If this sounds like you , please get in touch ASAP for immediate consideration and more information

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