At a Glance
- Tasks: Manage customer relationships and drive revenue growth through strategic account management.
- Company: Join Orbital, a pioneering fintech company revolutionising cross-border payments.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Collaborative team culture with a focus on customer success and innovation.
- Why this job: Be at the forefront of fintech innovation and make a real impact on global payments.
- Qualifications: 5+ years in corporate sales or client relationships, preferably in financial services.
The predicted salary is between 59400 - 72600 £ per year.
What is our mission? Orbital is on an exciting mission to revolutionise global cross-border payments by innovatively combining traditional fiat banking rails with stablecoins over blockchain rails for a variety of use cases. Our class leading B2B payments platform offers multi-currency e-money accounts (corporate IBANs) combined with a suite of digital assets services. Our company sits at the frontier of payments & fintech, by intersecting blockchain and traditional (fiat) financial services, and is leading the way to bridging those two worlds for corporate enterprises globally. We believe blockchain technology is firmly here to stay, and we want to be the first to bring a combined offering of fiat & crypto payment services under one exciting platform.
What is the purpose of this role in the delivery of our mission? The Customer Success Manager will be responsible for managing a portfolio of existing Orbital customers and tasked with ensuring revenue growth, a high customer satisfaction, by cross and up selling and wallet share optimisation, whilst maximising retention rates and limiting attrition. This role is pivotal to ensuring the success and happiness of our global client base with a focus on fostering strong relationships and supporting their growth in use of Orbital's solutions, enabling our company to meet our ambitious targets.
What are the key responsibilities of the role:
- Working closely with the BDD and Customer Success management to set a high standard for excellence and implement and execute strategies to enhance customer satisfaction, retention and growth.
- Building and developing strong, long-term customer relationships and leveraging those relationships to build Strategic Account Plans.
- Owning a portfolio of clients and the revenue associated with them. Ensuring they grow and that forecasting against these relationships is accurate.
- Identifying, quantifying and mitigating risk within the portfolio of clients.
- Utilising customer data and analytics to identify trends, measure performance against KPIs.
- Fostering a collaborative and empowering team environment that encourages growth and innovation.
- Advocate for customer needs cross-departmentally, ensuring customer feedback is heard and acted upon to improve our product and customer experiences.
- Identifying opportunities to increase our brand awareness in the market and working with Marketing and other departments to grow our brand in the market.
- Performing regular client reviews monthly, quarterly and annually to provide feedback and data to our client base in regards to performance against the agreed deliverables.
- Attending client meetings and events to ensure we continue to build our brand awareness in market.
- Keep updated with trends in the industry and insights that could influence and impact our clients and revenues.
- Manage pricing reviews and contractual amendments to ensure we are maximising our revenue opportunities and ensuring we are providing value to our clients.
What are the essential skills, qualifications and experience required for the role?
- 5+ years of experience in large / mid-market corporate sales / client relationships in financial services.
- Experience in the FX / CFD / Financial Institution sector.
- Proven track record of supporting and working with customers in a B2B sales/customer success environment.
- Strategic thinker with the ability to analyse data, identify trends and implement effective strategies to improve revenue growth.
- Account management skills to manage a global client base.
- Experience in managing data and insights and producing reports and presentations for business executives.
- Comfortable in working within a dynamic, KPI driven environment.
- Excellent negotiation and communication skills.
What are the preferred skills, qualifications and experience required for the role?
- Experience in working with tools such as Hubspot, Jira & Confluence.
- Experience in crypto/digital assets sector.
Please note that we are unable to provide visa sponsorship or support for this role at this time. Not based in the UK? No problem. If you have the skills and experience we’re looking for, we’d still love to hear from you.
Customer Success Manager - Fixed Term (12 months) in London employer: Orbital Group
Orbital Group is an exceptional employer, offering a dynamic work culture that thrives on innovation and collaboration within the fast-paced fintech sector. Employees benefit from comprehensive growth opportunities, competitive remuneration, and a supportive environment that values accuracy and integrity in financial processes. Located in the UK, the company fosters a strong sense of community and encourages professional development, making it an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Fixed Term (12 months) in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Orbital Group.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Orbital Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Success Manager - Fixed Term (12 months) in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Orbital Group.
How to prepare for a job interview at Orbital Group
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Orbital Group's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Orbital Group offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
