Enterprise Customer Success Manager

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 Enterprise Customer Success Manager will be responsible for managing the key client accounts. An essential requirement of the role is to develop and maintain positive and successful relationships with the higher value and more complex clients.

Frequent communication (which will sometimes involve face to face meetings) is needed to ensure clients are happy with the service and where relevant, are encouraged to sign up to a higher search package and/or the enhancements to the SmartSearch Platform. A strong understanding of the Anti-Money Laundering regulations and what clients need to be doing to be compliant will need to be developed.

A high level of customer service must be extended to all clients at all times with an excellent attention to detail applied to all tasks. The Manager is also expected to set an example for the team on best practice in Customer Success.

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.

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 team committed to promoting Diversity & Inclusion and Social Responsibility. Through our DE&I group, charitable initiatives and support for local schools, we actively foster a positive Impact on our community

COMPANY BENEFITS

Our comprehensive benefits 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