Senior Customer Success Executive

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?

The Senior Customer Success Executive is crucial in enhancing customer satisfaction, retention, and revenue growth within their assigned industry vertical. This role involves meeting individual upsell targets and supporting the pod's overall retention objectives.

The primary focus is on fostering strong customer relationships, understanding their needs, and ensuring they gain maximum value from our products and services. A deep understanding of customers' business needs and compliance requirements, particularly regarding Anti-Money Laundering regulations, is essential.

The Senior Customer Success Executive must proactively identify value-adding opportunities, address client concerns, and provide tailored solutions that align with clients' strategic goals. Regular communication, both in-person and virtual, is vital to build trust and collaboration, ultimately contributing to the long-term success and loyalty of the client base.

VARIED DAY TO DAY RESPONSIBILITIES

Upselling and Retention:

• Consistently strive to meet and exceed revenue targets.
• Identify and implement upselling and cross-selling opportunities. Develop retention strategies to minimise client churn.

Client Portfolio Management:

• Oversee and nurture relationships with high-value clients.
• Conduct quarterly business reviews; both in person where required and virtually.
• Develop detailed account plans and comprehensive contact maps for high potential and strategic clients.

Client Relationship Building:

• Demonstrate expert knowledge of your client's businesses, industries, and compliance needs. Act as a trusted advisor and participate in client meetings and events.
• Proactively seek detailed testimonials and case studies from your clients to evidence loyalty, trust and value.

Day-to-Day Client Support:

• Address and resolve client queries promptly.
• Keep clients updated on product developments and industry trends. Prepare for and lead face-to-face client meetings.

Contribution to Retention Strategies:

• Analyse client feedback to identify improvement areas. Develop initiatives to enhance client satisfaction and loyalty.

Knowledge Sharing & Upskilling Team Members:

• Facilitate knowledge-sharing sessions and offer support as needed.
• Share account plans, strategies, advice, and best practices with the team to maintain high standards.

Participation in Ad-Hoc Projects:

• When needed, engage in various projects (e.g., webinars, marketing campaigns, and product launches).

WHAT ARE WE LOOKING FOR IN A CANDIDATE?

• We are looking for someone who values teamwork as much as the rest of us
• You will be able to demonstrate experience with upselling and retention of clients
• You are successful at achieving set targets and KPIs
• You have previous experience within Financial Services or a Regulated industry
• You will be a quick learner who can grasp new information and respond to your clients' needs
• Our business moves at a fast pace and can be challenging and exciting so you will need to be confident multitasking
• You are keen to progress within a large team structure and will have a drive to succeed, evidenced by achieving goals and targets
• Attention to detail, in particular an excellent standard of written communication, is vital to always maintain a precise and professional service
• A good understanding of common technology including Microsoft Office, Teams, Outlook etc. is beneficial, although training will be provided
• Where necessary demonstrate the initiative to improve the processes involved in their role

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

You want to work with us? Great! Apply now via email by clicking the button below or contact us directly at recruitment@smartsearch.com. Don’t forget to attach your CV and covering letter.