Senior Customer Success Executive

Senior Customer Success Executive / Technical Analyst / Platform Support Analyst

Experienced Senior Customer Success Executives are required to join our innovative embedded investment platform that's reshaping the way people invest. We're on a mission to revolutionize the financial sector by eliminating outdated tech and processes, empowering financial planners, wealth managers, and investment platforms to thrive in the digital age.

About the Role:

As a Senior Customer Success Executive, you'll be the go-to contact for our clients, ensuring their issues are resolved promptly and effectively. You'll handle a variety of client queries, manage escalations, and liaise with teams across the business to deliver exceptional service.

Key Responsibilities:

• Serve as the primary contact for designated clients, resolving customer issues.
• Collaborate with teams to investigate and resolve escalations.
• Manage escalations from valued firms, providing timely resolutions and frequent updates.
• Act as an escalation point within the team and assist with case allocation.
• Handle inbound queries and respond to Zendesk tickets within SLAs.
• Generate MI and reporting analytics, identifying recurring issues and monitoring trends.
• Review workflows and suggest process improvements.
• Think of innovative ways to delight our customers.

Requirements:

• Experience and knowledge of the advice and/or fintech market.
• Previous work experience with an investment platform or similar.
• Significant knowledge of product wrappers (SIPP, ISA, GIA).
• Strong communication skills, able to build rapport and adapt to different clients.
• Curiosity about how technology can enhance the investing experience.
• Expertise in building relationships and handling complex queries.
• Confident in presenting analysis and recommendations to senior stakeholders.
• Understanding of APIs.

Why Join Us:

• Be part of a rapidly growing company with a mission to transform the financial industry.
• Work in a fast-paced, dynamic environment with a lot of freedom and ownership.
• Enjoy a collaborative team culture that values innovation and continuous improvement.

What's in It for You:

• Competitive salary and benefits package.
• Flexible hybrid working from London, Bath or Edinburgh (1-2 days per week)
• Opportunities for career growth and development.
• A supportive and flexible work environment.

• 27 days holiday + bank holidays + your birthday off
• 3 days dependant leave
• 6% employer pension contribution, life assurance
• Private medical insurance with AXA Health
• Up to 6 weeks of work abroad per year

• Enhanced parental leave, flexible work-life integration