Customer Success Consultant

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.

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 and consider the impact of training and engagement initiatives to identify opportunities and threats to contracts.
• Take appropriate proactive action to ensure the longevity of our customer contracts. Ensure potential cancellations 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 in building strong commercial relationships and realising all commercial opportunities within key accounts.
• Promote Defaqto products and services at all relevant opportunities, identify and feedback potential additional sales opportunities.
• Develop and maintain a good understanding of the key issues/developments impacting the UK financial services industry.
• Conduct post training follow up, collecting feedback and reporting findings to the business, including proposals for improvements/changes to the customer training programme, onboarding process and MI structure and analysis.
• Participate in the testing of new software products/releases.
• Target high customer retention through increased speed of adoption and usage levels for Defaqto software.
• 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

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

Approach to work

• Passionate about excellent relationship management – both externally and internally.
• Positive and proactive, uses initiative and takes responsibility – prepared to go the extra mile to deliver optimal results for the business.
• Collaborative and supportive team player – thinks and works cross-functionally – influences others, but also compromises to find the right solution for the business.
• Inquisitive and innovative – thinks strategically and creatively to find solutions.
• 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.

Location

This is a hybrid role - you’ll work from our Haddenham office three times each week.

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.