Customer Success Executive

WHO ARE WE?

SmartSearch’s distinctive Anti-Money Laundering verification software protects our clients by offering the most advanced and comprehensive features available from an AML provider.

SmartSearch has grown rapidly by fostering an incredibly collaborative and supportive culture. As we continue our ambitious growth plans, we will strive to remain a truly exciting, rewarding, and unique place to work.

HOW WILL YOU MAKE A DIFFERENCE?

As a Customer Success Executive, you will learn to manage your portfolio of client accounts and respond to their needs and objectives. You will develop and maintain positive and successful client relationships through frequent communication, problem solving and proactivity, to ensure that they have the best possible experience with the SmartSearch platform and are protecting their business from fraud.

Where relevant you will promote additional products or services that SmartSearch offers and encourage clients to sign up to and utilize the various enhancements within the SmartSearch platform in line with their needs. We are proud of the client retention rate that we have across our entire client base, achieved by providing a great level of support and service to our clients.

VARIED DAY TO DAY RESPONSIBILITIES

• Responsible for building and maintaining strong Client relationships through success reviews and building trust through Product knowledge

• Upselling to growing Clients, either through the addition of a new product or to the most appropriate level of pricing

• Conduct regular industry-specific reviews to ensure clients comply with Anti-Money Laundering regulations using SmartSearch products/services.

• Liaising with, and acting as the link between the Client and SmartSearch by maintaining regular contact, ensuring that communication flows effectively and we develop happy and loyal Clients

• Being proactive by planning the growth and retention of Clients

• Monitor client usage patterns to proactively address issues and optimise their experience.

• Perform administrative tasks, including report preparation and data uploads.

• Organising and conducting training for Clients on the platform

• Handling a variety of Client support queries

• Demonstrating developments in the platform or regulations to inform Clients of new solutions

WHAT ARE WE LOOKING FOR IN A CANDIDATE?

• You are passionate about developing a successful and rewarding career

• We're looking for driven, customer focussed people with strong communication and problem-solving skills

• You are willing to learn; in-depth knowledge into our Products and AML Regulations is required for the role, with full training provided

• You are able to adapt to the changes in needs of your Clients

• You are keen to progress within a large team structure and will have a drive to succeed, evidenced by achieving goals and targets

• We are looking for someone who values teamwork as much as the rest of us

WHAT IS LIFE LIKE AT SMARTSEARCH?

• We are a multi-award winning Tech company with an aspirational mentality

• Some of our most recent recognitions include: named in the renowned RegTech100 list for 2024, listed in the Top 100 Fasted Growing Tech Companies by Northern Tech Awards 2024 as well as being named Technology Provider of the Year by Corporate Finance Awards 2024

• We have been Great Place To Work Certified since 2022

• There are excellent progression opportunities due to our growth and you will have personal development goals, regular feedback and support

• We are a diverse and inclusive group of people and proactively encourage D&I and supporting social responsibility through our DE&I Group, charities, support for local schools, wellbeing champions and partnerships with external suppliers

COMPANY BENEFITS

Our comprehensive benefit package includes:

• 25 days holiday rising to 30 with each year of service

• Private Medical Insurance covering dental and optical

• Company pension scheme

• Life Assurance – 4x your annual salary

• 1 day paid volunteering per year

• Enhanced maternity / paternity offerings

• Employee Assistance Programme

• Cycle to work scheme

• On site gym