At a Glance
- Tasks: Create engaging content and deliver training to enhance customer success with our innovative SaaS product.
- Company: Join Wealth Dynamix, a leading FinTech firm transforming client management.
- Benefits: Enjoy flexible working, career progression, and access to the WDX Academy for personal development.
- Other info: Experience diverse digital transformation projects with a global client base.
- Why this job: Be part of a fast-growing team and make a real impact in the FinTech industry.
- Qualifications: 2-3 years in SaaS or customer success, with strong communication and content creation skills.
The predicted salary is between 50000 - 65000 £ per year.
Wealth Dynamix helps to relieve the burden of client management issues for wealth management and private banking firms with innovative technology. We provide Relationship Managers with a multi-award-winning digital Client Lifecycle Management (CLM) platform, offering 360-degree access to their client. We are a global leader in end-to-end CLM, with offices and clients in three continents and headquarters in the UK.
The Customer Product Trainer & Content Manager plays a crucial role in ensuring that customers have a positive experience and are able to achieve their desired outcomes with the products and services provided by Wealth Dynamix. This role focuses on building and managing a strong customer community and creating educational resources to support customer engagement and product knowledge.
Responsibilities- Community Management: Develop and maintain articles, FAQs, and guides to support customers in using our products, with a focus on new features and system updates.
- Customer Engagement: Encourage customers to contribute to the community by sharing their questions, challenges, and ideas for new features.
- Moderation: Serve as a community moderator, ensuring content adheres to company guidelines and policies while fostering a positive and helpful environment.
- Influencing Product Development: Work closely with customers to collect feedback and ideas for new product features that can improve their experience with the CLMi product.
- Live & Implementation Training Delivery: Design and deliver live customer training sessions during implementations, both on-site and virtually, in collaboration with Customer Success Managers.
- Create structured training agendas and tailored learning journeys aligned to client use cases, roles, and maturity levels.
- Develop customised training materials and guides to support full-day or multi-session training workshops.
- Facilitate interactive training sessions that drive product adoption, confidence, and long-term customer success.
- Academy & Training Development: Build and maintain comprehensive user guides that help both new and experienced users understand and leverage the CLMi product’s features.
- Develop training plans for super users, enabling them to get certified and gain deep knowledge of our product before its release to the wider customer base.
- Create engaging and informative training videos to explain product features and best practices.
- Contribute to the creation of certifications for CLMi users and an awards program to recognize top contributors and product advocates in the community.
- Knowledge Base Promotion: Promote the use of the CLMi knowledge base to both customers and internal stakeholders, ensuring everyone is well-informed on product functionality and updates.
- Act as a product advocate, helping users maximize the value they gain from the CLMi platform by delivering top-notch educational content and resources.
This is a fantastic opportunity to work in a growing FinTech environment with excellent career progression available. You will work on a 100% cloud-only SaaS product, based on Azure and leveraging latest web technologies such as Kubernetes, using the near latest version of DotNet Core (5.0). With a global client base, the role offers an opportunity to experience a wide variety of digital transformation projects – each with their own unique requirements and opportunities. We take career progression seriously, with investment into the WDX Academy for new and existing employee learning and development. You will have the flexibility to work from home, in the office or remotely.
Who is best suited to this role?- Customer Success & SaaS Experience: 2-3 years’ experience in a SaaS environment, preferably in customer success or a customer-facing role.
- Community Contribution: Prior experience contributing to or managing a software community, including content creation and moderation.
- Product Knowledge: Understanding of product-driven environments where identifying and solving customer issues is essential.
- Content Creation & Training: Outstanding written and verbal communication skills to create clear, concise, and engaging content for different audiences.
- Experience in creating training materials, including videos, guides, and user certification programmes, to help customers understand complex software features.
- Customer-First Mindset: Ability to build strong relationships with customers and internal teams, ensuring trust, credibility, and a customer-first approach in all interactions.
- A proactive mindset, constantly seeking to tackle new challenges, identify customer needs, and provide innovative solutions.
- Critical Thinking & Continuous Improvement: Excellent problem-solving and critical-thinking skills, able to filter through noise and focus on meaningful improvements.
- Ability to self-reflect, learn from challenges, and continuously improve both individual and team performance.
- Training Facilitation (Desirable): Experience delivering live customer training sessions (virtual and/or on-site), including the creation of tailored agendas, training guides, and implementation-focused learning content.
- Tools & Platforms (Desirable): Familiarity with Zendesk or similar customer support / knowledge base platforms for publishing training content and release notes.
- Strong PowerPoint skills, with the ability to create polished, customer-ready training presentations.
- Experience with video creation and basic editing tools to support scalable, self-service learning content.
- FinTech & Wealth Management Knowledge (Desirable): An interest or background in FinTech, Wealth Management, or the financial services industry is a plus.
- Experience in contributing to the development of software certification programmes is beneficial but not essential.
Customer Product Trainer & Content Manager (SaaS / FinTech - Hybrid employer: Wealth Dynamix
Wealth Dynamix is an exceptional employer, offering a dynamic work environment in the heart of London, where innovation meets career growth. With a strong focus on employee development through the WDX Academy, we provide ample opportunities for professional advancement while fostering a collaborative culture that values customer success and community engagement. Join us to be part of a leading FinTech firm that champions digital transformation and empowers you to make a meaningful impact in the Wealth Management industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Product Trainer & Content Manager (SaaS / FinTech - Hybrid
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wealth Dynamix. 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 Wealth Dynamix 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 Product Trainer & Content Manager (SaaS / FinTech - Hybrid
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 Wealth Dynamix:Your cover letter is your chance to shine! Tell us why you want to work at Wealth Dynamix 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 Wealth Dynamix!
How to prepare for a job interview at Wealth Dynamix
✨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.
