Customer Success Manager- Key Accounts

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?

The Customer Success Manager will be entrusted with the stewardship of key client accounts. Regular communication, which will necessitate in-person meetings, and high-quality account plans will ensure client satisfaction with our services and encourage them to utilise new or additional services on the SmartSearch platform.

You will collaborate with clients on their strategic priorities by building great relationships with your stakeholders, wider business functions, and executive sponsors to gain buy in. Together you will create and manage mutually agreeable roadmaps and success plans which cover the next 3-5 years, and work to ensure clients are tracking to plan.

The Customer Success Manager is also expected to lead by example, demonstrating best practices in Customer Success to the team and supporting Team Heads where required.

WHAT IS LIFE LIKE AT SMARTSEARCH

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

• Our recognitions include the renowned RegTech100 list for 2024, Great Place To Work Certified in 2022 and 2023 and we’re one of the fastest growing tech companies In Europe

• We have fantastic facilities at our head office in Ilkley which has direct train links from Leeds and Bradford and on-site parking

• Employee welfare and fulfilment is a priority, whilst encouraging people to be themselves. We provide comfortable breakout areas, wellbeing champions, mental health first aid, reading spaces, prayer room, an onsite gym, gaming area, healthy vending machines, and fresh fruit delivered weekly

• There is an annual performance related bonus based on hitting retention and account growth goals which scales for over performance

• Under our flexible hybrid work policy you will have hybrid working options so you can also benefit from working from home

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

• Regular training will develop your skills and the Mentor Scheme offers fantastic support for your progression

• Our excellent benefits package includes up to 30 days annual leave per year

• Employee referral bonus and various weekly recognition schemes help us to demonstrate our appreciation and teamwork

• Employee engagement and activities committee that plans social and charitable activities throughout the year

• Two big company celebrations per year - summer and winter events

• Company pension scheme, comprehensive private medical scheme and life insurance

• 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

VARIED DAY TO DAY RESPONSIBILITIES

• Proactively and diligently manage the client relationship from on-boarding, ensuring a seamless handover from the New Business Team to enable the delivery of immediate success and exceed customer expectations.

• Devise strategies to retain and increase recurring contracted revenue by working closely with the client to create, define and review success criteria.

• Develop detailed account plans for each key client with the intention of increasing customer lifetime value.

• Cultivate long-lasting client relationships and comprehensive contact maps for each key client to expand your network and reach.

• Lead on all aspects of the health status of your client portfolio including opportunities for improvements, defining and executing client growth plans, relationship development and engagement, retention and renewal negotiations.

• Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.

• Assist your client base in the preparation of internal and external messaging, which could include presentations, workshops, training and business case construction.

• Lead face-to-face client meetings, ensuring clear success criteria for both parties has been outlined prior to the meeting.

• Ensuring the HubSpot CRM and internal systems are up to date and that you are accurately forecasting on a weekly and monthly basis.

• Supporting other Customer Success Managers, the Head of Client Operations, and the Client Services Director towards team success and opportunities for improvement

• Representing customer voice with product developers. Work closely with the product team by understanding your clients’ needs so that our product offering can be optimized and appeal to more use cases.

WHAT ARE WE LOOKING FOR IN A CANDIDATE?

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

• You will be proud of your track record and accomplishments in Customer Success, with demonstrable achievements delivering revenue and retention targets on a regular basis.

• You are accomplished at prioritizing multiple tasks simultaneously while maintaining sharp attention to detail.

• You will be able to demonstrate lots of passion and initiative to be successful in a fast-paced environment.

• You will have, or need to develop, a robust understanding of Anti-Money Laundering regulations and the compliance requirements of our clients.

• You will be a quick learner who can grasp new information and respond to your clients' needs.

• You will show pride in offering world-class customer service.

• We are looking for someone who values teamwork and collaboration across departments as much as the rest of us.

• Attention to detail, in particular an excellent standard of written communication is vital to always maintain a precise and professional service.

• You demonstrate the depth of your client relationships and how you foster loyalty, trust and value.

You want to work with us? Great! we’ll be in touch as soon as we can. Don't forget to attach your CV and covering letter.