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- Tasks: Be the main contact for clients, resolving issues and ensuring exceptional service.
- Company: Join a fast-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 and strong communication skills are essential.
- Other info: Enjoy a collaborative culture that values innovation and career growth.
The predicted salary is between 36000 - 60000 £ per year.
Experienced Senior Customer Success Executives are required to join our innovative embedded investment platform that’s reshaping the way people invest. We’re on a mission to revolutionise the financial sector by eliminating outdated tech and processes, empowering financial planners, wealth managers, and investment platforms to thrive in the digital age.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’ll be the go-to contact for our clients, ensuring their issues are resolved promptly and effectively. You’ll 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 employer: Ignite Digital
Contact Detail:
Ignite Digital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Executive
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. We can’t stress enough how personal connections can give you the inside scoop and maybe even a referral.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to customer success. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Think of specific examples where you’ve turned a challenging situation into a success story. We love hearing about real-life experiences!
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can keep you top of mind. And remember, apply through our website for the best chance at landing that Senior Customer Success Executive role!
We think you need these skills to ace Senior Customer Success Executive
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 sure to mention any innovative ideas you have for enhancing customer experiences.
Showcase Your Communication Skills: As a Senior Customer Success Executive, strong communication is key. In your application, demonstrate your ability to build rapport and handle complex queries. Use clear and concise language to show us you can adapt to different clients.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
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 interested in the role but also understand 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.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've managed escalations or resolved customer issues effectively. Be ready to discuss your approach to problem-solving and how you collaborate with teams to deliver exceptional service. This will highlight your ability to handle the responsibilities of the role.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's mission and how they plan to innovate in the financial sector. This shows your genuine interest in the role and helps you assess if the company culture aligns with your values. Plus, it gives you a chance to engage with the interviewers on a deeper level.
