Customer Success Manager

A Customer Success Manager at intelliflo is responsible for managing a portfolio of circa 100 customers, ensuring their satisfaction and success with intelliflo office The 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 Customer Success Manager would also be responsible for tracking and analysing customer usage data to identify trends and opportunities for the adoption of intelliflo office products. What you will be doing:

• Customer Onboarding: Ensuring a smooth onboarding process for new clients and providing them with a tailored solution that will suit their needs.
• Customer Retention: Managing customer relationships to ensure high levels of satisfaction and retention. This includes understanding each customer's unique needs and ensuring that the software solutions provided are meeting these needs effectively.
• Customer Success Planning: Developing and implementing success plans for each customer in the portfolio, setting clear objectives, and regularly reviewing progress towards these goals.
• Issue Resolution: Acting as the primary point of contact for any customer adoption needs, proactively identifying potential issues, and coordinating effective solutions to maintain high levels of customer satisfaction.
• Feedback Management: Collecting and analysing customer feedback to improve intelliflo's products and services and enhance overall customer experience.
• Collaboration: Working closely with other departments within intelliflo, such as sales, product development, and support teams, to ensure a unified approach to customer management and to meet customer needs effectively.
  
  Industry Knowledge: A deep understanding of the financial technology industry and the specific software solutions offered by intelliflo would be an advantage. This includes knowledge about market trends, competition, and key regulatory issues.
• Customer Service Experience: Prior experience in a customer-facing role, especially in a customer success or account management role, is invaluable. This includes understanding how to communicate effectively with clients, manage their expectations, and resolve their concerns.
• Technical Proficiency: Proficiency in using customer relationship management (CRM) systems and other software tools that enhance customer service delivery. Knowledge of intelliflo's specific software solutions would be highly beneficial.
• Analytical Skills: Ability to analyse customer usage data to identify trends and opportunities for adoption. This requires strong data analysis skills and the ability to use data-driven insights to inform decision-making.
• Relationship Management Skills: Proven experience in building and maintaining professional relationships. This includes excellent networking skills, the ability to build rapport with clients.
• Problem-Solving Skills: Demonstrated ability to resolve conflicts and find solutions to customer issues. This includes strong negotiation skills and the ability to think critically under pressure.
• Project Management Skills: Experience in managing multiple projects simultaneously and meeting deadlines. This involves strong organizational skills and attention to detail.
  
  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 - as people and businesses - by working together and always striving to get better without fearing failure.
We're not looking for a 'culture fit'. 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. Who is intelliflo? 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. intelliflo operates independently under its own brand as a wholly owned subsidiary of Invesco, a global leader in the asset management industry., intelliflo offers industry-leading Total Rewards that help you thrive - in and out of the office, including competitive pay, retirement savings plans, generous health and wellness benefits, and much more. Our commitment to diversity, equality, and inclusion 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. 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.