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intelliflo is a global business that welcomes bold ideas and all points of view. Doing what matters inspires us, and we believe that we grow best â€� as people and businesses - by working together and always striving to get better without fearing failure.Ìý
We’re not looking for a ‘culture fitâ€�. We want you to bring your unique skills and perspectives and add to our culture, not conform to it. This isn’t about finding the person who fits in; we want people who stand out.Ìý
Who is intelliflo?Ìý
Sound financial advice has the power to transform lives and should be accessible to the many, not the few. intelliflo widens access to financial advice through leading technology that powers the advisory experience.
We use open software architectures and unmatched industry experience to simplify a complex digital landscape and help advisors flourish and grow. Our solutions support over 30,000 financial advisors globally, who represent over three million households with over USD 1 trillion assets.Ìý
intelliflo operates independently under its own brand as a wholly owned subsidiary of Invesco, a global leader in the asset management industry.Ìý
A Senior Customer Success Manager at intelliflo will have a customer focused mindset with a passion for delivering exceptional service. ÌýResponsible for managing a portfolio of strategic customers, ensuring their satisfaction and success with all intelliflo products. This role involves understanding each customer’s specific needs and goals and then working to ensure that the software solutions provided are effectively meeting these needs.
The Senior Customer Success Manager will influence their customers, ensuring they grow, gain and retain.
Key Responsibilities/Duties
- Customer onboarding � ensuring a smooth onboarding process for new customers, understanding their objectives and providing them with a tailored solution that will suit their needs.
- Customer Success Planning � developing and implementing customer success plans with clear objectives and success measures, to meet the customers objectives.
- Proactively managing a number of strategic customers (as identified by the business), building strong KYC and building stakeholder relationships
- Maintaining and growing revenue through relationship management and ongoing customer success plan, aligning with customer objectives
- Retaining customers by proactively nurturing relationships, using data analysis to identify risk and issue resolution
- Maintaining accurate customer records in the CRM
- Collaboration with other departments to meet the customers needs effectively
- Collecting & analysing feedback to improve products and services, whilst always being the voice of the customer
- Functional knowledge � keeping up to date with intelliflo office solutions
- Using existing templates available to ensure high standards of documentation for customers e.g. Business review meetings
Key Performance Indicators and Measures
- Measured success of customer projects, increased health, adoption and experience.
- Maintenance of internal client records.
- Clear and concise customer objectives.
- Timely responses to customer requests.
- Success of customer onboarding
- Documented meetings with customers.
- Team CS metrics, health, and adoption.
- Success in upselling additional products and services.
Key Stakeholders
- Customers
- Customer support analysts
- Customer support team
- Learning & development
- Digital customer success team
- Sales team
- Collaborating across regions with UK colleagues
Work Experience/Knowledge
- Financial Service Experience (Advisory) � Essential
- Managing B2B customers, using a proactive, consultative approach � Essential
- fintech experience � Preferred
- CRM experience e.g. Salesforce - Preferred
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Competencies/Other Personal Attributes Required
- Customer focused mindset with a passion for delivering exceptional service
- Excellent organisational and planning skills
- Time management & prioritization are a must for this role
- Proven stakeholder management
- Excellent problem solving & analytical skills
- Presentation skills, prior experience of running meetings, presentations & demonstrations either virtually or face to face
- Attention to detail is paramount for this role
- Ability to work independently and as part of a team in a fast-paced environment
Formal Education (minimum requirement to perform job duties)
- Extensive financial services experience is a distinct advantage
- Industry certification or equivalent experience in customer success would be an advantage
intelliflo’s workplace model is designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection when possible. Most teams within our England office work 1-day a week in the office, however, most of our teams within the United States and India operate in a remote working pattern. Certain limitations apply.Ìý Please consult with your Talent Acquisition contact during the interviewing process.
What’s in it for you?Ìý
intelliflo offers industry-leading Total Rewards that help you thrive â€� in and out of the office, including competitive pay, retirement savings plans, generous health and wellness benefits, and much more.Ìý
Our commitment to diversity, equality, and inclusionÌýÌýÌý
Our aspiration is for our workforce to continually reflect the diversity of people and perspectives in today’s evolving society, which we believe is fundamental to our efforts to widen access to financial advice.Ìý intelliflo is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity for all job applicants and employees. Individuals seeking employment at intelliflo are considered without regards to race, religion, color, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, military or veteran status; or any other characteristic protected by applicable laws.Ìý
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.ÌýÌý
