Customer Success Executive

Customer Success Executive Customer Success Executive / Customer Experience Consultant / Customer Support Analyst / Applications Support Analyst / Customer Support Executive Join us in transforming the financial planning and investment sector! We're on a mission to simplify and revolutionise the industry with cutting-edge technology and exceptional customer experiences. The role Are you a Customer Success superstar with a passion for fintech and a knack for building strong client relationships? We're seeking a Customer Success Executive to join our team. Helping new clients get to grips with our technology, and supporting existing ones with an exceptional ongoing service. We are looking for someone who will be the internal advocate for our clients, ensuring their voices (or issues) are put forward and resolved. Your mission: help new clients navigate our technology and provide unparalleled ongoing support. What You'll Do: Be the primary contact for your designated clients working with teams across the business to resolve their customer issues. Handle queries of all types from clients. This will include both answering inbound queries, and triaging and responding to Zendesk queries within accepted SLAs, and will span: service queries (e.g. simple questions regarding our offering) account queries (e.g. requests for specific updates relating to their account) systems queries (e.g. difficulties logging in or encounters with bugs) and more Generating MI and reporting analytics for example identifying recurring issues and feature requests and monitoring trends in response time, volume of queries etc. Reviewing the operational workflow and suggesting process improvements where relevant Thinking of new and unexpected ways to wow our customers Championing the customer and their needs/requirements within the business Using an API to carry out customer requests and troubleshoot issues About you Have experience of providing SaaS, Software or Platform support experience Previous experience in a customer support or customer success role responding to customer queries and using ticketing software (preferably Zendesk or similar) knowledge of the financial services / financial advice and/or fintech market is highly desirable but not essential Are a people person with strong and confident communication skills. Youll be able to easily build rapport and adapt your style depending on the client or situation. Have knowledge and curiosity of how technology can transform the investing experience for the better Are an expert in building relationships and have an ability to deal with complex queries. You will be confident in presenting reasoned analysis and make recommendations to senior stakeholders both verbal and written. Have knowledge and understanding of APIs This Role Isn't for You If You You rely on a lot of top-down direction.Here, youll have a lot of freedom and ownership of your role, and…