As Customer Success Team Lead, you'll lead a team of approximately five Customer Success Executives to help qualified SME prospects move through their onboarding journey, converting leads into open, funded and actively used Allica business current accounts. You'll coach your team to have consultative conversations with business owners and decision-makers, explaining Allica's value proposition and supporting them as they switch to Allica. This is a highly collaborative role working with Relationship Management, Product, Marketing, Growth, Data, Customer Due Diligence and Operations.
Responsibilities
Provide line management, capacity planning, pipeline management, coaching and development to a team of approximately five Customer Success Executives; Coach team members to engage SME decision-makers confidently by telephone and email, using a consultative approach; Support reducing friction and improving the experience in the customer onboarding journey, working with Customer Due Diligence, operations and product teams; Understand the onboarding process and support customers and prospects through it to open current accounts; Gather feedback from customers and prospects on potential future features and feed it into Product teams; Work with Growth, Marketing and Data teams to feed back learnings from customer interactions to drive better customer outcomes, targeting, segmentation and messaging; Be accountable for team performance across the full onboarding journey
Requirements
Managed and led a team in person or remotely to achieve KPIs relating to customer and colleague experience; General understanding of SME financial products (e.g., payments, lending, accounting, CRM); Ideally specific expertise in business current accounts; Proven track record in telephone-based lead generation with established SMEs (typically 5-250 employee firms), including business development from cold prospects; Excellent interpersonal and communication skills, with evidence of outperformance in similar roles through earning customer and colleague trust; Ability to work collaboratively with specialist colleagues such as Relationship Managers, Operations, KYC/CDD teams and underwriters; Proven track record of exceeding targets, providing excellent customer service, generating new income opportunities and considering risk and reputation
Nice to have
Specific expertise in business current accounts
Benefits
Full onboarding support and continued development opportunities; Options for flexible working; Regular social activities; Pension contributions; Discretionary bonus scheme; Private health cover; Life assurance; Family friendly policies including enhanced Maternity & Paternity leave
Wielka Brytania · London
