Senior Customer Success Manager (RiskFactor)

Senior Customer Success Manager (Riskfactor)

Apply locations UK – Remote time type Full time posted on Posted 4 Days Ago job requisition id R14587

Management Level: F

We are Lenvi and we are passionately committed to becoming the go-to credit and analytics platform in our chosen markets. We will achieve this through unwavering focus on our people, product, and clients.

We service a range of clients in the UK, Europe, and the United States providing lending platforms and analytics capabilities to both commercial and consumer-focused businesses across a range of asset classes including invoice discounting, retail finance, unsecured lending, SME funding, and mortgages.

Our Values Statement

We epitomise the values of being bold, insightful, energetic, and curious. Embracing calculated risks, thinking deeply, bringing enthusiasm, and constantly seeking knowledge. These values fuel our innovative spirit, drive our growth, and enable us to make a positive impact on our stakeholders.

Role Summary

• Driving Customer Retention: Ensure customers continue to use Lenvi’s products or services by helping them meet their goals and achieve success.
• Enhance Customer Satisfaction: Act as a trusted advisor who ensures a positive customer experience at every touchpoint.
• Promote Expansion and Growth: Identify opportunities for increased revenue i.e renewal extensions, additional products/services while ensuring alignment with customer needs.
• Build Long-term Relationships: Develop strong relationships with key stakeholders to promote loyalty and advocacy for the Lenvi brand.

What you will be doing:

• Portfolio management: managing a portfolio of Riskfactor clients in the UK, delivering simple solutions to complex problems.
• Communication: ensuring clients have a regular rhythm of contact.
• Upselling: identifying opportunities to extend the earning from each client to include upgrades, new functionality, services, consulting, and training.
• Implementation support: supporting operational teams and clients through implementations and the go-live process, and play a key role in promoting solution adoption.
• Gathering requirements: capturing individual customer requirements and system issues, collating these for the Development/Support & Implementation team for validation and delivery.
• Product roadmap: assisting in defining the product roadmap.
• Presentations: preparing and presenting presentations to audiences of all levels.
• Client renewals: completing client renewals in a timely manner.
• Client account plan: creating and maintaining a client account plan for each customer.
• Case study preparation: working with marketing in the generation of marketing collateral in relation to specific modules/subjects and identification of customers for case study preparation.
• Opportunity development: working with technology and the wider Operations team to develop opportunities to better support clients, and other stakeholder groups within the organisation.
• Prospect engagement: supporting the Business Development team with prospect engagement and demonstrations, working closely to facilitate effective handovers.
• Financials: Having oversight and responsibility for ensuring accurate P&L’s received for proposals.
• Ensure successful product adoption: Training Subject Matter Expert – Training and ongoing support to Riskfactor clients within the Customer Success Team.

What we want to see from you:

• Industry knowledge: knowledge of receivables finance industry and a strong understanding of the Riskfactor application.
• Commercial Awareness: Strong commercial acumen and awareness, an ability to structure proposals.
• Tech-savvy: understanding the importance that technology can have in shaping the near and medium-term future for clients.
• Relationships: ability to build relationships across client hierarchy from users to Exec.
• Perspective: understand and appreciate the detail but retain the ability to see ‘the bigger picture’.

What you will get in return:

• Save For Your Future: Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%.
• 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 enhanced cover.
• 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.

Our Diversity Statement:

At Lenvi, we encourage individuals from all walks of life, without exception, to join our team. We know diversity fuels innovation and creativity, so we welcome applications from anyone, with any background.

Please note: Any offer of employment is subject to satisfactory pre-employment screening checks. These checks consist of 5-year activity referencing & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.

We are committed to equality of opportunity for all staff, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.

About Us

Our people and platforms connect businesses with markets, engage customers with their investments, and allow organisations to grow and transform. Our vision is to help businesses and individuals succeed, creating positive experiences for the millions of people who rely on us for a sustainable future. We provide share registration, deliver services for reward and benefits, and develop solutions for customer management in regulated industries. Our work with some of the most significant organisations in the UK and US means we engage with 29 million of their shareholders, pensioners, and employees.

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