At a Glance
- Tasks: Build strong relationships with enterprise customers and ensure they succeed with our products.
- Company: Equals Money, a leading financial services provider with a supportive team culture.
- Benefits: Flexible working options, career growth opportunities, and a focus on diversity and inclusion.
- Other info: Opportunity to work in a hybrid environment with a focus on collaboration and social connections.
- Why this job: Join a dynamic team and make a real impact in customer success within the fintech industry.
- Qualifications: Strong communication skills, attention to detail, and a passion for helping customers.
The predicted salary is between 35000 - 45000 £ per year.
About us
Over the last 16 years, Equals Money has helped over a million satisfied customers move and manage their money. Our award-winning product portfolio allows our customers to make low-cost multi-currency payments across various payment products. From travel money to transfers, currency hedging, to expense management, open-banking to card acquiring, we are focused on a single goal of making it easy for our customers to manage and move their money.
With our headquarters in London and teams in Brussels, Chester, Amsterdam and Los Angeles, the Equals Group operates a portfolio of successful and exciting business lines and brands - Equals Money, FairFX and CardOneMoney in the UK and now Equals Money Europe in Belgium. You will join a very close-knit, talented and supportive team from various backgrounds who believe that bringing different perspectives together helps us understand our customers' needs. United, by one thing, making money management straightforward and cost-effective for our customers.
About the role
A Customer Success Specialist at the Equals Group is a proactive and solution orientated individual, and someone that strives to deliver first class customer service. You will be working as part of a dedicated team to help support the groups’ Enterprise customers & partners. Equals Group provides each of its white label partners with a unique, company branded client-facing and back-office system for the provision of FX and International Payment Services. We utilise our strong operational framework and appropriate regulatory licences to build strategic partnerships. This allows us to acquire a large market share in a quick but controlled manner. In this role, you will be responsible for supporting all enterprise customers including white labels, PAAS/BAAS customers & large value/key accounts and providing a first-class service. Customer Success Specialists play a key role in ensuring our customers derive value from Equals’ products and services. They support the organisation by working through service requests and helping our customers understand and make the most of our products and platform. Working closely with Commercial, Product, and Operations teams, Customer Success Specialists provide valuable insights on how customers engage with our products.
About you
We believe that certain skills are essential in order to be successful in this role and these are detailed below. You may not have all the other skills we have outlined as desirable; we understand that and will still welcome your application. We will carry out individual interviews for shortlisted candidates and assess who is best suited for the role after we have discussed everything with you.
Responsibilities
- Develop and maintain strong relationships with customers, acting as a point of contact for service-related needs.
- Gain a deep understanding of customer business goals and how Equals solutions can support them.
- Advocate for customers by providing feedback to internal teams, including Product, Sales, and Operations, to enhance the customer experience.
- Identify potential opportunities for cross-selling or upselling additional products and services.
- Identify and address customer pain points, working proactively to improve their experience and reduce churn.
- Manage the Customer Success ticketing CRM, ensuring service requests are completed promptly and within SLAs.
- Track and report on key customer success metrics, such as service levels, retention rates, and product adoption, using these insights to support continuous improvement.
Essential Skills
- Excellent Communication skills, socially confident and engaging with internal and external stakeholders.
- Attention to detail.
- A passion for helping customers succeed, with a proactive approach to identifying and addressing customer needs.
- Business acumen and commercial awareness.
- Knowledge and practical experience of MS Office (Word, Excel and Outlook).
- Good organisation and time management.
- The ability to work as part of a team.
- Willingness to learn and absorb new information.
- Strong analytical and problem-solving skills. Ability to think strategically and creatively to solve customer challenges.
Desirable Skills
- Experience in payments, FX, or other financial services.
- Understanding of responsibilities under Anti-Money Laundering Regulations.
Our investment in you
We welcome people into Equals and desire to grow and develop our talented teams. We believe in teamwork and celebrating our successes. We strive to embrace our values. We want to put you in the driving seat of your career and achieve your full potential through growth opportunities and developmental support.
Where possible we offer the opportunity to work flexibly and the opportunity to balance some remote working with time in the office collaborating, taking part in events and developing the social connections that make working with us rewarding. Equals strives to create a workplace where we can all be ourselves. We believe in inclusion, equality and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences, and help us understand what you need to do your best work.
Hybrid London OR Chester, England, United Kingdom.
Customer Success Specialist - Enterprise employer: Equals Money
Equals Money is an exceptional employer that prioritises employee growth and development within a vibrant and inclusive work culture. With a focus on teamwork and celebrating successes, we offer flexible working arrangements and opportunities for professional advancement, all while being part of a close-knit team dedicated to making money management straightforward for our customers. Join us in London or Chester and be part of a company that values diverse perspectives and fosters a supportive environment for all employees.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Specialist - Enterprise
✨Tip Number 1
Get to know the company inside out! Research Equals Money and its products so you can speak confidently about how you can help their customers succeed. This shows you're genuinely interested and ready to hit the ground running.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer success. Think about how you can demonstrate your problem-solving skills and your passion for helping customers thrive. We want to see that spark!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. Plus, it shows you’re proactive, just like a Customer Success Specialist should be!
We think you need these skills to ace Customer Success Specialist - Enterprise
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer success shine through! We want to see how much you care about helping customers achieve their goals and how you can bring that passion to our team.
Tailor Your Application:Make sure to customise your application to highlight your relevant skills and experiences. We love seeing how your background aligns with the role of a Customer Success Specialist, so don’t hold back on showcasing your strengths!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your writing is easy to read and gets straight to the heart of why you’d be a great fit for us at Equals Group.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Equals Money
✨Know Your Customer
Before the interview, take some time to research Equals Money and its products. Understand their customer base and how they help clients manage their money. This will show your genuine interest in the role and help you answer questions about how you can contribute to customer success.
✨Showcase Your Communication Skills
As a Customer Success Specialist, excellent communication is key. Prepare examples of how you've effectively communicated with customers or team members in the past. Be ready to demonstrate your ability to engage with various stakeholders during the interview.
✨Be Proactive in Problem-Solving
Think of specific instances where you've identified customer pain points and proactively addressed them. Discuss how you can apply this proactive approach at Equals Money to enhance customer experiences and reduce churn.
✨Highlight Your Analytical Skills
Prepare to discuss how you've used data to track customer success metrics in previous roles. Show that you understand the importance of metrics like retention rates and product adoption, and be ready to suggest how you could use these insights to drive continuous improvement at Equals.
