*Please, absolutely no agencies*
Arkk Solutions, HFM’s Regtech firm of 2017(!), is a silicon roundabout success story. Over 40 happy faces service our 800 blue chip customers from offices in Shoreditch and Belfast.
Now as we looking to build out our SaaS model and lead the Regtech world in SaaS, we are looking to hire a Customer Success Manager for our London office, to drive us to the next level of our growth trajectory.
You will help us build out a specialism in customer success and drive the transformation from "Support" to "Customer Success".
You will have:
2 years experience in a Customer Success role. You might be looking to make your first move into first management role. If you are - don’t let that put you off applying - we’ll work to find you a mentor as we do with all our first-time managers.
Experience of a customer journey on a B2B SaaS Platform, preferably in the financial services industry.
Ability to spot a commercial opportunity whilst still siding with the customer.
You get your satisfaction from assisting customers with their job completion (we help clients file their regulatory returns, so they will love you - but patience is needed along the way).
You can optimise Zendesk and are curious about new support desk technologies.
As well as having an outgoing analytical personality you’ll fit with our core values: you’re Authentic, love to Win as a Team, be super Responsive, have powers of Awareness and you’ll be a Positive person.
About the role
You will go the extra mile to delight our customers in everything you do.
Host webinars and "Ask Me Anything" sessions, to our customer base.
Ensure that our reputation is the best in market - your customer service skills will get us nominated for best service awards in 2018.
Support renewals - ensure that renewals don’t drop below 95%.
Provide a great on-boarding experience for our new clients.
Work closely with product management to identify where our platform can be improved.
Line management for one to two FTE with project management skills to draft in other team members to meet peaks
This role reports directly into the CEO, a real chance to make your mark.
- Positive Personality