Customer Success Associate

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Equiniti

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Business Process Services Provider • Financial Services • Share registration • Pension services • HR and employee benefits

5001 - 10000

Description

• The Customer Success Associate will be responsible for delivering exceptional customer service to our clients, fostering strong and collaborative customer relationships to maximise the value and effectiveness of the software. • This role focuses on enhancing customer satisfaction by optimising their software usage, identifying opportunities to increase revenue per customer, and continuously improving the overall user experience to ensure long-term client success and loyalty. • Meeting booking - support to Customer Success Team in delivery and execution of regular customer meetings through booking of meetings. • Agenda Creation - creation of agendas and minute taking for key customers. • Minute Taking – Minuting key client meetings and sharing these minutes including updating Salesforce. • Client change paperwork - liaising with the Product and Professional Services staff to facilitate estimates and paperwork for identified client change. • Client change process – Managing the change process and ownership of the end-to-end process within the Customer Success Support Function. • Client renewals - assisting in the completion of client renewals. • Account plans - assist in maintaining customer account plans. • Salesforce - support the Customer Success Team to ensure Salesforce is accurate and up to date. • Customer query support – Proactively manage, allocate and resolve issues or actions arising from customer queries. • QBR and Service Packs – Support, creation and completion. • Billing – Ensure accurate billing for commercials including Purchase Order requests. • Ownership of the Renewal Calendar – Ensure process is started 3 to 6 months before contract expiry.

Requirements

• Industry knowledge - understanding of the consumer credit industry and associated lending products. • Tech-savvy - understanding the importance that technology can have in shaping the near and medium-term future for clients. • Software architectures - a high-level understanding of modern software architectures, technologies; development methods (including agile and waterfall) and test automation. • Hosting platforms - a high-level understanding of hosting platforms and technologies. • Relationships - ability to build relationships across client hierarchy from users to Exec. • Communication - great communication skills, excellent written and verbal skills. • Pro-active - Hands-on, self-starter with an ability to work within deadlines. • Prioritising - ability to prioritise workloads and work autonomously. • Stakeholders - work effectively with wider stakeholder groups within the organisation. • Analytical - Adept at solving problems and possess strong analytical skills

Benefits

• Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10% • All Employee Long Term Incentive Plan (LTIP) – Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit. • Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. • Life assurance cover at 4x salary with the ability to purchase enhance cover. • Employee discounts – Discounts and cashback at your favourite high street stores through our EQ Wins Platform. • Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more. • Time Off – Typically 28 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing. • Winning together – Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.