Senior Customer Success Manager

intelliflo is the UK’s leading provider of financial advice software, empowering firms across the UK and Australia to streamline advice journeys, engage customers, 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 customers. Together, we’re widening access to advice and powering the future of financial planning

Job Purpose

The Senior Customer Success Manager (SCSM) 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, driving and managing key milestones to achieve success and build strong relationships to maximise customer retention and achieve overall net growth.

Key Responsibilities

• Customer Onboarding: Ensuring a smooth onboarding process for new customers 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 and measured
milestones.
• 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 customer 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 customer.
• 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.
• Driving opportunity for growth: Identifying opportunities for additional products and services to existing customers to enhance their experience and drive additional revenue.
• Build key stakeholder relationships with customers and have input into the governance of these relationships.
• Work collaboratively with the customer teams, to always deliver exceptional customer experience with a focus on
delivering to desired customer outcomes.
• Develop an understanding of how customers operate from a process and adoption perspective and utilise
intelliflo e-adviser and health data to be proactive and personalised in your approach with customers,
ensuring high customer satisfaction and retention.
• Keep up to date with all product enhancements, and using your customer knowledge, inform customers of
impactful/beneficial releases on an ongoing basis, giving applicable advice and guidance on adoption of
functionality.
• Produce quality communication, content and events for specific customers or as part of a one-to-many
approach, to drive adoption and best practice use of intelliflo solutions.
• Work in a consultative manner with customers, using your expertise and knowledge of intelliflo solutions and
wider understanding of processes and practices within other strategic businesses.
• Use data analytics to identify intelliflo and customer behaviours that reduce churn, increase retention and
increase upsell and cross-selling to customers. Help identify and deliver strategies which benefit both the
customer and intelliflo.
• Continually look for opportunities for improvement both within the Customer Success area and in the wider
intelliflo company.
• Advocate for customers internally, providing feedback and insights to cross-functional teams.
• Identify product improvement opportunities driven from your insight of Customer Success and feed them into
the Product Management process with business cases to drive product change.
• Play an active role in new Customer Onboarding to ensure a successful launch and adoption of intelliflo for
the customer, and a seamless transition from sales to implementation.
• Stay up-to-date with industry trends, regulations, and changes within the financial services sector to better
understand customers’ challenges and align our solutions accordingly.

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 and use of intelliflo
• 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
customers’ 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, negotiation, resilliance and empathy
• Planning, Organisation
• High standard of Communication (written and verbal)
• Proven presentation skills
• Self-motivation
• Numeracy/Data Rationality/Decision Making
• Project Management

To apply, please send your CV to [email protected]