At a Glance
- Tasks: Ensure clients maximise their partnership with Xceptor and achieve their goals.
- Company: Join a leading tech company focused on data solutions in financial services.
- Benefits: Flexible work environment, competitive salary, and opportunities for professional growth.
- Other info: Diverse and inclusive workplace with a collaborative culture.
- Why this job: Be a trusted advisor and make a real impact on client success.
- Qualifications: 5+ years in Client Success or technical account management, preferably in B2B SaaS.
The predicted salary is between 54000 - 66000 £ per year.
About Xceptor
Data is at the heart of everything we do: Xceptor has been designed around data manipulation in its broadest sense. We source data from wherever it flows. We curate, normalise, validate, repair, and enrich that data so it reaches its destination in a reliable and consistent format. Data coming out of Xceptor is data our clients can trust. We are recognised as an expert in the Financial Services vertical, which strongly aligns with Business Users in Middle and Back-Office teams. We enable these users to solve their data challenges by themselves, rather than through a technology-led project. Our mission - we empower business users within financial institutions to build automated processes that deliver trusted data. Our values sit at the heart of our business, driving who we are and how we work. At Xceptor, we are:
- Client Centric; we prioritise our Clients’ experience and needs.
- One Team; we actively support one another to achieve our goals.
- Impactful; we focus, we innovate, we make every minute matter.
Business area and team:
The Client Success Management (CSM) function accompanies our clients in every phase of their journey with Xceptor. Our CSM’s provide the critical conduit between our clients and Xceptor, acting as their trusted advisor and voice within our organization. The CSM team leverage well-defined maturity and governance models to establish value driven partnerships, focusing on deeply understanding our clients desired business outcomes, then enabling them to achieve these outcomes in the shortest and most efficient manner.
Your Role:
The Client Success Manager is focused on ensuring our clients maximise their benefit from their partnership with Xceptor so that they not only achieve their objectives but exceed them, expanding their adoption of Xceptor’s best in class software to achieve the operational efficiencies and success. The role holder will achieve this by developing and using product knowledge, client adoption experience, relationship management and delivery skills to benefit the clients. The role is a consultative one - using expertise and strategic thinking to help overcome challenges on the client’s journey towards intelligent automation. The post holder must have a delivery-centric approach, with a strong understanding of what is important to the client and what success looks like, collaborating across teams to achieve this.
What You’ll Be Doing:
- Customer Success:
- Client Satisfaction: regular engagement, owning operational governance, managing the production service, and navigating Xceptor for the client
- Adoption: enabling the client to deliver intelligent automation, accelerating Xceptor adoption so their users onboard quickly and succeed with their goals
- Retention: provide expertise to clients to drive successful outcomes, helping them achieve maximum RoI with their Xceptor investment resulting in long term loyalty
- Expansion: helping the client to expand their use of Xceptor through use case discovery and facilitating opportunity referrals for our Sales and Partner teams
- Monitor and analyse user behaviour, volume data, feedback, and client satisfaction (NPS/CSAT), and proactively intervene to prevent churn and increase loyalty
- Support a portfolio of clients and ensure their success and satisfaction throughout their lifecycle, owning business and delivery relationship with stakeholders and users
- Drive upgrade, use case and new feature uptake for your clients through demos and webinars, and position our Success Packs and Professional Services for smooth enablement
- Build and maintain strong relationships with key decision-makers and influencers
- Identify and nurture client advocates who can provide testimonials, referrals, and create case studies
- Identify and address user pain points, use case troubleshooting, challenges, and opportunities
- Strategic:
- Client Strategy; establish a trusted/strategic advisor relationship and drive continued value of Xceptor products and services with alignment on client goals and expectations
- Develop and execute Outcome Success Plans in partnership with clients to drive adoption, expansion, upgrades and renewal opportunities
- Commercial:
- Achieve agreed annual targets on Net Retention Rate (NRR), churn, client adoption, sales leads, client advocacy, professional services and client software upgrades
- Use client usage metrics and data to create client insights and drive further adoption opportunities, and help generate sales leads
Who we're looking for:
- At least 5+ years’ experience in Client Success, technical account management, or consulting in a B2B SaaS environment, working with business and technology stakeholders in Banks, Custodians, Asset & Investment Management or Fund Administrators
- Experience working in a functional or technical role for a Bank, Custodian, Asset Manager or Fund Administrator, with an understanding of trade lifecycle workflow is a plus
- CSM Certification (desirable)
- Experience delivering / managing Fintech SaaS services is advantageous
- Deeply understanding clients’ needs, expectations, and goals is crucial
- Building strong relationships not only with clients but also internal teams
- Identifying potential risks and resolving them before they impact client satisfaction
- Staying updated on client success trends, methodologies, and best practices
- Good knowledge of automation, AI & strong understanding of the possibilities technology offers to streamline operations, specifically within Banking and Capital Markets
- Good level of technical proficiency including understanding programming concepts and SQL
- Strong understanding of CRM, analytics, and project management tools
- Very strong presentation skills
- Very strong organisational skills with ability to work independently
We believe great ideas come from everywhere — and that the best teams are made up of people with different backgrounds, experiences, and perspectives. At Xceptor, we’re committed to building a workplace where everyone feels welcome, valued, and empowered to be themselves. We know that not everyone ticks every single box in a job description — and that’s okay. If you’re excited about this role and think you could make a difference, we’d love to hear from you. Your unique skills and experiences might be just what we need, even if you don’t meet every requirement. We celebrate diversity and are dedicated to creating an inclusive environment for all employees — regardless of race, gender identity, sexual orientation, age, disability, religion, or background. We love the buzz of the office and the flexibility of home—so at Xceptor, you get the best of both. Our people spend 2-3 days per week in the office collaborating, brainstorming, and connecting in person. The rest is up to you. It’s all about great teamwork, balanced with the freedom to work your way.
Please note: Xceptor works with clients in financial services and our offers of employment are subject to the satisfactory completion of background checks, which includes criminal record checks, and credit reference checks. If you have any employment gaps exceeding three months within the last six years, we will request additional information and evidence to clarify those periods.
Client Success Manager employer: Xceptor
At Xceptor, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration. Our hybrid work environment allows for flexibility while providing ample opportunities for professional growth and development in the rapidly evolving field of AI-driven data solutions. Join us to be part of a forward-thinking team that values your contributions and empowers you to make a meaningful impact in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Xceptor. 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 Xceptor 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 Client Success Manager
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 Xceptor:Your cover letter is your chance to shine! Tell us why you want to work at Xceptor 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 Xceptor!
How to prepare for a job interview at Xceptor
✨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.
