Customer Success Manager

Customer Success Manager (CSM)

About finova

finova is the UK’s largest cloud-based mortgages and savings software provider, supporting over 60 leading lenders, 3000 mortgage brokers and 200 financial institutions. Our suite of award-winning software includes a Core Banking Platform, Broker Platform and finova Connect, a range of solutions that connect lenders, intermediaries and consumer. Fast implementation and open architecture are at the centre of our technology, giving our customers the flexibility to integrate into their existing system or configure solutions to meet the needs of their business.

Managed Services

The Managed Services team is scaling and now encompasses 60+ live customers and a healthy pipeline of additional onboardings. As a Customer Success Manager, you will be key in supporting a strategy of service-centric excellence and be the ‘Voice of the Client’ the rest of the Customer Success function. The CSM will follow the customer success and client relationship management strategy, collaborating and working with other member of the managed services team to provide customers with an outstanding service experience. The Customer Success function is the ‘face of finova’ to our customers. They ensure that the service design we have scoped, is fit for purpose and that finova are not only hitting but aiming to exceed in our contractual service deliverables. Customer Success ensures that customers are satisfied with the service they receive. Flexibility of workspace and ability to travel is essential, as client site visits are an integral part of this role, along with bandwidth for OOH and weekend working if required.

About you:

• Must be able to travel to customer sites (within the UK) as and when required
• Account management experience / customer success experience is essential
• Client relationship management across MSP (Multi Service provider, supporting multiple customers)
• Knowledge and experience with Microsoft Office suite (especially PowerPoint and excel)
• ITIL aligned background would be preferable
• Knowledge of a working service desk and what ‘world-class service’ should entail
• Exceptional communication skills (written / verbal / listening)
• Excellent customer service skills with demonstrable client empathy
• Understanding that all customers are different and tailoring your approach to their needs/contracts/ways of working
• Managing 3rd parties / vendor management

What will you be doing:

· You will work closely with other members of the Customer Success team and a finova advocate to our customers

Work collaboratively with different departments to ensure that efforts to maintain client sentiment within the BAU space are consistent.

Embed finova’s Customer Success and Client Relationship Management Strategy with your allocated customers.

Leverage client feedback to drive continuous improvement of service practices.

When necessary, launch new initiatives and/or projects that improve upon support-related processes/workflows to meet changing customer needs.

Prepare for and deliver monthly service reviews to all allocated customers.

Maintain, and regularly feedback on, a Client Action Log for all allocated customers.

Set clear client expectations around finova’s contractual position, offering chargeable enhancements where requested.

Monitor CSAT scores and RAG monthly and address any constructive feedback appropriately for all allocated customers Address any repeated service failings promptly, raising proposals for Service Improvement Plans where required

Apply the finova Service Credits process to all allocated customers, ensuring correct administration has been carried out for any monies/time owed to customers.

· Act as the escalation point to your allocated customers and address any escalations promptly

· Collaborate with Service Operations, Major Incident Management, Problem Management, Change Management and other key ITIL functions to ensure consistency and entwinement between the pillars.

• Support the Customer Success team and the COO with the overall vision and strategy of the Customer Success pillar.
• Be confident in presenting/speaking to a wide range of client roles up to the director level.
• Have a detailed understanding of the customers product lines and versions and of the future roadmap potential/plans.
• Spot opportunities to upsell/cross-sell and present these (with commercial and project team help) to DealCo/Customer.

What will you get from joining the finova family?

Flexible Working:

• 25 days holiday in each calendar year plus bank holidays
• Bank Holiday trading: flexibility to work bank holidays and take another day off that fits your values, beliefs or celebration calendar better
• Increasing your work life balance, holiday trading allows employees to buy an extra 5 days holidays
• Work from anywhere in the world for up to 4 weeks a year
• We recognise the importance of juggling family and work life therefore finova offer a flexible hybrid working policy
• We’re open to applicants from all walks of life, please feel free to ask us if you require flexible working and we’ll do our best to accommodate

Looking After You:

• Life Assurance, Group Income Protection and Private Medical Insurance
• Pension scheme via Salary Exchange
• Employee Assistance Programme with counselling sessions available
• Virtual GP to save you time in trying to get an in-person appointment

Family Friendly policy:

• Enhanced maternity and paternity pay
• Paid time off for fertility treatments and pregnancy loss

Extra Perks:

• Cycle to Work Scheme
• Access to a huge range of benefits & discounts for shops, restaurants and gym memberships
• Free fresh fruit daily
• Share your passions and Interests with like-minded people through our colleague networks and social groups - from book clubs to fitness challenges and group parties

Giving you the chance to give back:

• Give-As-You-Earn scheme allowing you to support your favourite charities straight from your monthly salary
•  One days paid volunteering day a year

Equal Opportunity Statement

Diverse teams really are the best teams, we promote a working environment in which diversity is recognised, valued and encouraged. We acknowledge the multi-cultural and diverse nature of the UK workforce and society in general. We are committed to principles of fairness and mutual respect where everyone accepts the concept of individual responsibility. Our policy seeks to ensure job applicants and employees are treated fairly and without favour or prejudice. We are committed to applying this throughout the entire employee lifecycle.

We know that some candidates (and, from the research we've seen, especially women) may feel less inclined to apply for a role if they don't quite meet every requirement of the role. If you like the look of a role but you're not 100% sure if your skillset will meet our requirements, please reach out and we will be happy to talk through your experiences.

Personal Data

finova retains applicants’ personal data on our HR System for the purpose of reviewing and evaluating applications and contacting candidates to discuss job opportunities. For unsuccessful candidates, finova will retain your personal data and CV for the duration of 6 months.