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- Tasks: Be the go-to contact for clients, resolving issues and ensuring exceptional service.
- Company: Join a rapidly growing company revolutionising the financial industry.
- Benefits: Competitive salary, flexible hybrid working, and 27 days holiday plus your birthday off.
- Why this job: Make a real impact in a dynamic environment with ownership and freedom.
- Qualifications: Experience in fintech, strong communication skills, and curiosity about tech in investing.
- Other info: Collaborative culture with opportunities for career growth and development.
The predicted salary is between 36000 - 60000 £ per year.
Experienced Senior Customer Success Executives are required to join our innovative embedded investment platform that is reshaping the way people invest. We are on a mission to revolutionise the financial sector by eliminating outdated tech and processes, empowering financial planners, wealth managers, and investment platforms to thrive in the digital age.
As a Senior Customer Success Executive, you will be the go-to contact for our clients, ensuring their issues are resolved promptly and effectively. You will handle a variety of client queries, manage escalations, and liaise with teams across the business to deliver exceptional service.
Key Responsibilities:- Serve as the primary contact for designated clients, resolving customer issues.
- Collaborate with teams to investigate and resolve escalations.
- Manage escalations from valued firms, providing timely resolutions and frequent updates.
- Act as an escalation point within the team and assist with case allocation.
- Handle inbound queries and respond to Zendesk tickets within SLAs.
- Generate MI and reporting analytics, identifying recurring issues and monitoring trends.
- Review workflows and suggest process improvements.
- Think of innovative ways to delight our customers.
- Experience and knowledge of the advice and/or fintech market.
- Previous work experience with an investment platform or similar.
- Significant knowledge of product wrappers (SIPP, ISA, GIA).
- Strong communication skills, able to build rapport and adapt to different clients.
- Curiosity about how technology can enhance the investing experience.
- Expertise in building relationships and handling complex queries.
- Confident in presenting analysis and recommendations to senior stakeholders.
- Understanding of APIs.
- Be part of a rapidly growing company with a mission to transform the financial industry.
- Work in a fast-paced, dynamic environment with a lot of freedom and ownership.
- Enjoy a collaborative team culture that values innovation and continuous improvement.
- Competitive salary and benefits package.
- Flexible hybrid working from London, Bath or Edinburgh (1-2 days per week).
- Opportunities for career growth and development.
- A supportive and flexible work environment.
- 27 days holiday + bank holidays + your birthday off.
- Private medical insurance with AXA Health.
- Up to 6 weeks of work abroad per year.
- Enhanced parental leave, flexible work-life integration.
Senior Customer Success Executive in London employer: Ignite Digital
Contact Detail:
Ignite Digital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Executive in London
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. We can help you connect with the right people who might just put in a good word for you.
✨Tip Number 2
Prepare for the interview by researching the company and its culture. We recommend practising common interview questions and thinking of examples that showcase your skills in customer success and problem-solving.
✨Tip Number 3
Show your passion for fintech! During interviews, share your thoughts on how technology can enhance the investing experience. We love candidates who are curious and innovative!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way. We believe it shows your enthusiasm and professionalism, making you stand out from the crowd.
We think you need these skills to ace Senior Customer Success Executive in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Senior Customer Success Executive. Highlight your experience in customer service, especially in fintech or investment platforms, and showcase how you've resolved client issues effectively.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about transforming the financial sector and how your skills align with our mission. Be genuine and let your personality come through.
Showcase Your Communication Skills: As a Senior Customer Success Executive, strong communication is key. In your application, give examples of how you've built rapport with clients and handled complex queries. This will help us see your fit for the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Ignite Digital
✨Know Your Stuff
Make sure you brush up on your knowledge of the fintech market and investment platforms. Be ready to discuss product wrappers like SIPP, ISA, and GIA, as well as how technology can enhance the investing experience. This will show that you're not just familiar with the role but genuinely interested in the industry.
✨Showcase Your Communication Skills
As a Senior Customer Success Executive, strong communication is key. Prepare examples of how you've built rapport with clients or resolved complex queries in the past. Practise articulating your thoughts clearly and confidently, as this will help you connect with the interviewers and demonstrate your ability to handle client interactions.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions where you'll need to demonstrate your problem-solving skills. Think about past experiences where you managed escalations or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. This could be about the company's approach to customer success, how they measure client satisfaction, or what tools they use for reporting analytics. Asking insightful questions shows your genuine interest in the role and helps you assess if the company is the right fit for you.
