Customer Success Consultant

We are looking for an experienced Customer Success professional to join our Defaqto team. You'll have:

• Experience in a similar tech-focused customer success role

• Bags of enthusiasm, strong relationship building skills and the desire to go above and beyond

Defaqto is one of the UK’s most trusted sources of financial product and market intelligence. By bringing together product data, technology and consumer insight we help everyone make smarter, more informed financial choices now, and in the future. And in doing so we hope to raise industry standards, power consumer choice and help the industry meet evolving customer needs.

Drive the adoption and promotion of Defaqto’s products and services by our Customers - increasing usage, minimising non/low usage and ensuring users realise value.

The scope of this role covers all Defaqto’s products and services, including Matrix, Engage, Compare, Ratings (Star, Diamond and Risk), applicable to the Provider market, spanning all Provider customer segments, including Product Providers and Fund Managers.

• Own the onboarding journey for all Provider solutions, taking customers from inception, through adoption to in-life use of the product.

• Aid with the collection, analysis and accurate interpretation of Defaqto customer usage data.

• Take appropriate proactive action to ensure the longevity of our customer contracts. Ensure potential cancelations are identified early in the customer lifecycle and are minimised.

• Develop a standard Customer Success offering for our customers and work with relevant account managers to make sure it is fully understood and implemented.

• Work with and coordinate Customer Success action with all relevant account managers, ensuring that they fully embrace the benefits of utilising Customer Success.

• Support relevant account managers through the development of strong relationships with end users.

• Maintain in-depth knowledge of Defaqto’s products and services and develop and maintain a good understanding of the key issues/developments impacting the UK financial services industry.

• Conduct post training follow ups, collecting feedback and reporting findings to the business, including proposals for improvements.

• Obtain customer feedback regarding potential product/data enhancements and new product/data opportunities and provide this information to relevant parties to aid the product development process.

• Participate in the testing of new software products/releases.

• Target high customer retention through increased speed of adoption and usage levels for Defaqto software

• Minimise cancellations through the account management process.

• Ensure a visible presence of Defaqto Ratings on customer websites, promotional/marketing literature, in their contact centres and on social media

• Create a network of customer evangelists who will assist in promoting the positives of partnering with Defaqto.

• Degree educated, or able to demonstrate equivalent intellectual ability

Essential

• High level of general IT literacy, including good working knowledge of MS Office applications

Desirable

• Good knowledge of the UK financial services industry, including a full understanding of the interaction between Product Providers, Fund Managers, Intermediaries and the Consumer

• Good working knowledge of pensions and investment products and funds and how these are distributed to consumers

• Good working knowledge of general Insurance products and how these are distributed to consumers.

• Excellent presentation and customer training skills

• Excellent interpersonal skills, including team working, relationship building and networking

• Excellent written and verbal communication skills, including an excellent telephone manner

• Strong administration and organisational skills, with the ability to plan and prioritise work to meet deadlines

• Capable of developing in-depth understanding of an industry or sector (demonstrated through previous experience)

• Capable of quickly learning new software

• Good level of numeracy, with the ability to analyse and interpret data in MS Excel

• Strong conceptual and creative thinking skills

• D…