At a Glance
- Tasks: Build strong relationships with financial firms and drive client success through strategic consultancy.
- Company: Dynamic company focused on customer success in the financial services sector.
- Benefits: Competitive salary, hybrid working, and opportunities for personal development.
- Other info: Join a collaborative culture that values continuous learning and personal growth.
- Why this job: Make a real impact by helping clients achieve their goals and driving measurable outcomes.
- Qualifications: Degree educated or equivalent experience, with strong knowledge of Customer Success principles.
The predicted salary is between 50000 - 55000 £ per year.
We’re looking for a strategic Customer Success Consultant to partner with financial advice firms and drive measurable client outcomes.
As a Customer Success Consultant, you will act as a trusted adviser to a portfolio of high‑value, strategically important customers within the financial advice sector. You will be responsible for building strong, senior‑level relationships, driving adoption of Defaqto’s adviser products, and ensuring clients achieve measurable business outcomes. This role combines strategic account management, insight‑led consultancy, and cross‑functional collaboration, with a strong focus on delivering impact for clients while modelling company values and contributing to a high‑performance, customer‑centric culture.
What you'll do:
- Strategic portfolio management: Own and grow relationships with high‑value customers, ensuring they derive maximum value from our products.
- Consultative engagement: Use a consultative approach to understand customer goals and challenges, to then build bespoke engagement plans that drive adoption and success.
- Onboarding & education: Deliver advanced onboarding and training sessions tailored to complex customer needs.
- Data‑driven insights: Analyse engagement data and provide actionable recommendations to improve adoption and outcomes.
- Collaboration with Sales: Identify potential up‑sell opportunities, support renewals, and strengthen retention strategies.
- Influence and advocacy: Act as the voice of the customer internally, championing feedback to Product and Marketing teams.
- Culture and leadership: Serve as a role model for company values, champion better ways of working, and contribute to a positive, collaborative culture.
What you'll need to succeed:
- Qualifications/training: Degree educated, or able to demonstrate equivalent intellectual ability.
- Knowledge: Deep understanding of Customer Success principles and consultative methodologies. Strong knowledge of the UK financial services industry, including regulatory changes and advice firm structures. High level of IT literacy, including MS Office and CRM systems.
- Skills: Exceptional relationship‑building and stakeholder management skills at senior levels. Ability to influence and drive strategic conversations with decision‑makers. Strong analytical and problem‑solving skills; able to interpret data and present insights. Excellent communication and presentation skills across all mediums. Highly organised with the ability to manage complex projects and priorities.
- Experience: Proven experience managing high‑value accounts and delivering measurable improvements in engagement and retention. Track record of consultative selling or influencing change within customer organisations. Experience collaborating cross‑functionally with Sales, Product, and Tech teams.
Your approach to work:
- Act as a role model for company values and champions a positive culture.
- Comfortable working in ambiguity and driving clarity through collaboration.
- Proactive, resilient, and solutions‑focused.
- Committed to continuous learning and personal development.
- Data‑driven and results‑oriented, with a strong focus on impact.
It’s also important that you live our values as these are fundamental to our purpose as an organisation, so be sure to Think Big, Be Bold, Own It, Team Up and Be A Star.
Important to know:
- Location: This is a hybrid working role – you’ll spend 2 days a week in our London office (Herbal Hill) working with colleagues and the other days from home.
- Right to Work: Applicants must already hold a legal right to work in the UK without time restrictions and without the need for future sponsorship. We are unable to provide Skilled Worker visa sponsorship.
Customer Success Consultant employer: SimplyBiz PLC
Defaqto is an exceptional employer that fosters a high-performance, customer-centric culture, making it an ideal place for a Customer Success Consultant to thrive. With a strong emphasis on employee growth and collaboration, you will have the opportunity to build meaningful relationships with high-value clients in the financial advice sector while enjoying the flexibility of hybrid working in vibrant London. Our commitment to continuous learning and a supportive work environment ensures that you can make a significant impact while embodying our core values of thinking big, being bold, and teaming up.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Consultant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SimplyBiz PLC. 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 SimplyBiz PLC 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 Consultant
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 SimplyBiz PLC:Your cover letter is your chance to shine! Tell us why you want to work at SimplyBiz PLC 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 SimplyBiz PLC!
How to prepare for a job interview at SimplyBiz PLC
✨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.
