At a Glance
- Tasks: Be the face of FinQuery, ensuring customer satisfaction and driving product adoption.
- Company: Join a dynamic SaaS company focused on customer success and innovation.
- Benefits: Enjoy flexible PTO, comprehensive insurance, and a $2K learning stipend.
- Other info: Work in a relaxed environment with opportunities for growth and mentorship.
- Why this job: Make a real impact by building relationships and enhancing customer experiences.
- Qualifications: 3-4 years in customer success or account management, strong communication skills required.
The predicted salary is between 40000 - 50000 £ per year.
As a Customer Success Manager II, you will fill the critical role of serving as the face of FinQuery with respect to your assigned customers, ensuring the highest level of customer satisfaction in the industry by proactively building trusting relationships with, and understanding the needs and pain points of, each of your customers. You will be responsible for maximizing customer satisfaction rates, driving expansion by identifying customers’ needs for additional products and services, and managing renewals. In this role you will promote adoption, engagement and advocacy, enhancing FinQuery’s reputation and brand recognition.
By proactively understanding and educating the product team about your customers’ needs, you will meaningfully contribute to the development of FinQuery’s product roadmap. The Customer Success Manager II has excellent verbal and written communication skills with the ability to lead meetings and host webinars.
Client Onboarding: Work with sales and implementation teams to ensure a smooth transition from the presale state to the post-sale customer success stage. Expectations include, but are not limited to, joining kick-off calls, keeping up to date with the progress of the implementation, and scheduling a graduation call.
Relationship Management: Develop and maintain customer relationships, acting as the primary point of contact throughout the customer lifecycle.
Proactive Communication and Documentation: Conduct regular proactive calls and account review meetings; utilizing CRM to maintain an accurate record of discussion and action items.
Customer Retention: Monitor health metrics such as NPS and churn scores, and take corrective action and loop in leadership, when necessary, to mitigate churn risk.
Revenue Growth: Identify upsell and cross-sell opportunities to increase customer usage and product adoption, ensuring positive net revenue retention (NRR).
Contract Negotiation and Renewals: Own customer renewal cycles end to end, working directly with internal stakeholders as needed, to ensure customer satisfaction during the renewal process while adhering to contractual and department requirements for initiating renewal discussions and ensuring all departmental guidelines for providing pricing and any other requirements are followed.
Customer Outcomes: Work with the customer, in partnership with management, to build Customer Success Plans, establishing critical goals, desired business outcomes, or other key performance indicators and aid the customer in achieving long and short-term goals.
De-escalation: Manage customer complaints, and utilize internal resources where appropriate, to resolve issues with a sense of urgency and in a timely manner.
Customer Feedback: Represent the voice of the customer to inform product roadmaps by collecting, analyzing, and disseminating customer feedback and product requirements to system improvements.
Data Analysis: Utilize customer data and metrics to make informed decisions and provide actionable insights back to the customer.
Advocate Identification: Identify opportunities for customers to become advocates, such as testimonials and case studies.
Conduct all business in accordance with FinQuery policies and procedures. All other duties as assigned.
Benefits:
- Comprehensive insurance
- Paid parental leave
- 401k matching
- Flexible PTO
- Cross-functional mentorship program
- Personalized success planning
- Learning and development program ($2K stipend)
- Relaxed dress code
- Flexible work from home options
- Diversity and inclusion initiatives
- Free lunch on Tuesdays & Thursdays
- Lots of company swag
- Free gym access and wellness opportunities
Experience: Experience in creating success plans and utilizing data to identify the health of a customer. Good communication skills, both written and verbal. 3-4 years customer success or account management experience in SaaS or software company. Must have strong organizational skills and be detail oriented. Demonstrated ability to build and maintain relationships with customers. 4-year degree or equivalent experience. Exposure to contract negotiations and renewal discussions with customers. Strong analytical and goal-oriented mindset. Experience working in G-Suite, Salesforce, and/or Churnzero. Emerging ability to recognize upsell and expansion opportunities when speaking to customers.
Customer Success Manager in London employer: FinQuery
FinQuery is an exceptional employer that prioritises employee growth and satisfaction, offering a comprehensive benefits package including flexible PTO, a generous learning and development stipend, and a relaxed work culture that promotes diversity and inclusion. As a Customer Success Manager II, you will thrive in a supportive environment that values proactive communication and relationship-building, while enjoying unique perks like free lunches and wellness opportunities, all within a dynamic team dedicated to enhancing customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FinQuery. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like FinQuery before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to FinQuery:Your cover letter is your chance to shine! Tell us why you want to work at FinQuery specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at FinQuery!
How to prepare for a job interview at FinQuery
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
