Job Title: Customer Success Manager

Effective Date: Immediate

Department: Customer Success

Location: Home

Reports To: Manager, Customer Success

Direct Reports: None

 

intelliflo is the UK’s leading provider of financial advice software, empowering firms across the UK and Australia to streamline advice journeys, engage clients, and grow their business. Our open architecture and deep industry expertise simplify a complex digital landscape, helping advisers deliver better outcomes with greater efficiency.

Today, intelliflo supports over 29,000 advice professionals, representing around £505 billion in assets under advice and serving more than 2.2 million clients. Together, we’re widening access to advice and powering the future of financial planning

Job Purpose

The Customer Success Manager (CSM) at intelliflo is responsible for managing a portfolio of customers, ensuring their satisfaction, success, and optimal use of intelliflo office. This role involves understanding each customer’s specific needs and goals, managing projects, and building strong relationships to maximise client retention and achieve overall net growth.

 

Key Responsibilities

  • Customer Onboarding: Ensuring a smooth onboarding process for new clients with tailored solutions.
  • Customer Retention: Managing relationships to ensure high levels of satisfaction and retention.
  • Customer Success Planning: Developing and implementing success plans with clear objectives.
  • Issue Resolution: Acting as the primary contact for customer needs, identifying potential issues, and coordinating solutions.
  • Feedback Management: Collecting and analysing feedback to improve products and services.
  • Collaboration: Working closely with other departments to meet customer needs effectively.
  • Project Management: Managing and maintaining projects to maximise client retention and achieve net growth.
  • Training Needs: Identifying training needs and providing appropriate training/coaching.
  • Customer Records: Maintaining customer records in CRM.
  • Documentation: Producing high-standard documentation for clients.
  • Functional Knowledge: Keeping up to date with intelliflo office knowledge.
  • Adoption Metrics: Achieving adoption metrics and developing plans with customers.
  • Risk Identification: Identifying risk areas within the customer base.
  • Upselling: Identifying opportunities for upselling additional products and services to existing customers to enhance their experience and drive additional revenue.

 

Key Performance Indicator and Measures

  • Measured success of customer projects, increased health, adoption and experience.
  • Success of customer projects.
  • Maintenance of internal client records.
  • Clear and concise customer objectives.
  • Timely responses to customer requests.
  • Documented meetings with customers.
  • Team CS metrics, health, and adoption.
  • Success in upselling additional products and services.

 

Key Deliverables

  • Success of customer projects.
  • Maintenance of internal client records.
  • Clear and concise customer objectives.
  • Timely responses to customer requests.
  • Documented meetings with customers.
  • Team CS metrics, health, and adoption.
  • Success in upselling additional products and services.

 

Work Experience/Knowledge

  • Essential – Experience in dealing with customers
  • Preferred: Previous customer management/relationship management experience
  • Preferred: Experience within a previous account management or business development role
  • Preferred: 5 yrs experience working within the Financial Services sector
  • Preferred: Understands the economic, regulatory and political factors that may potentially impact upon our client’s success
  • Preferred: Project management experience
  • Preferred: Understanding of how intelliflo office support the end-to-end advice process

 

Competencies/Other Personal Attributes Required

  • People Management
  • Influencing & Developing Relationships
  • Time Management
  • Diplomacy
  • Planning and Organisation
  • Communication (written and verbal)
  • Proven presentation skills
  • Self-motivation
  • Numeracy/Data Rationality/Decision Making
  • Project Management

Please send all applications to Samantha Russell <[email protected]>