Enterprise manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

About us

Our sector is being held back by old tech, dismal processes, and misaligned interests. Together they create pointless complexity for financial planning and investment professionals, and provide outdated, overpriced experiences for customers. It's our mission to change all that.

We build technology that helps more people to invest - and invest well.

Our engineering allows forward-thinking firms to remove the hassle, lower the cost and improve the overall experience of investing - empowering more people to invest and be treated well.

With our embedded investment engine at their core, companies of all shapes and sizes can launch new investment platforms in record quick time - strengthening their proposition, growing their revenue, lowering their costs and improving their customer experience.

We are part of the Octopus Group - founded in 2000 with a mission to breathe new life into broken industries, Octopus has become one of the most disruptive and progressive companies across the financial services and energy sectors. It now has over 2,500 staff, serves 2.5 million customers and is proud to be a B Corp.

TLDR

We're a business with insane product-market fit, impressive early traction and an offering that has the potential to transform an outdated industry for the better. As we set our sights on rapid growth, the performance and output of our engineering team is absolutely crucial.

About the role

We are seeking an experienced customer success manager, to join our team, looking after a small subset of our enterprise customers. This senior role is ideal for a customer success specialist who is passionate about providing exceptional service and has the technical expertise to solve complex issues in a fast-paced environment.

You will own escalations, support the wider team, and ensure the seamless resolution of intricate customer problems. This is an exciting opportunity to make a significant impact, working closely with various departments to drive customer success. In this commercially significant role, you'll be our customers' go-to escalation point and a cross-functional problem solver.

On a typical day you will be responsible for...

• Customer relationship management:
  You'll leverage your expertise to support selected enterprise customers with their queries, ensuring a seamless and positive customer experience - building and maintaining strong relationships with our customers to drive satisfaction and loyalty.
• Escalation management:
  You'll take ownership of escalated customer issues, collaborating with our Operations, Product and Engineering teams to investigate and resolve them in a timely manner
• Team leadership and support:
  As a senior member of the team, you'll be on hand, acting as a subject matter expert for technical, typically API-driven, queries - and support our Account Management Team in providing rapid and high-quality issue resolution.
• Operational improvement:
  You'll continuously review and refine our operational workflows, suggesting and implementing process improvements that help to boost our efficiency and keep our customers satisfied
• Customer experience innovation:
  You'll identify ways to 'wow' our customers by delivering unexpected value and exceptional service.

You'll be successful if you...

• Have extensive experience in the advice and/or fintech market, ideally within an investment platform or similar environment
• Thrive in a fast-paced, agile, scale-up environment, with minimal top-down direction
• Are self-motivated and able to take ownership of your role and progression
• Have a solid understanding of APIs and their role in enhancing customer experiences
• Have a deep knowledge of product wrappers - including SIPP, ISA and GIA
• Are a people person - a strong and confident communicator with the ability to build rapport and adapt your communication styles to different clients and situations
• Are an expert in building relationships and have an ability to deal with complex queries
• Are confident in presenting reasoned analysis and making recommendations to senior stakeholders - both verbally and in writing

This role isn't for you if you...

• Rely on a lot of top-down direction.Here, you'll have a lot of freedom and ownership of your role, and you'll be expected to shape your own progression.
• Aren't comfortable working in a fast-paced environment.Our speed and scalability are what set us apart; you need to be able to act quickly and think on your feet.
• Struggle to follow through on your ideas.We value people who do what they say they will. If you care about something, you have the freedom here to make it happen.
• Don't like change. You'll get on great here if you relish the ambiguity of rapid growthand are willing to embrace uncertainty.
• Aren't a team player. We take pride in working together, across all teams to ensure any problems and escalations are resolved.
• Struggle to take ownership. Here at Seccl, this is one of our key principles in which everyone strives to achieve

Our culture

We are proud to cultivate a culture first, human environment and genuinely listen to our people about what matters to them most. As a result, we're proud we've cultivated a transparent and inclusive environment that encourages diversity of thought, challenge and experimentation.

Our purpose is supported by a series of non-negotiable operating principles that define how we work to deliver value for each other and for our clients:

1. Never settle

We think of ourselves as 'embedded hero-makers' for our customers. We put them first, and if we say we'll do something, we'll move heaven earth to do it. We think boldly and embrace change.

1. Take ownership

We think rigorously and deeply about a problem, but then charge at it, acting with and urgency and speed that sets us apart. But we never lose sight on quality or long-term scalability.

1. Be generous and candid

We encourage our people - and our customers - to challenge us and never shy away from tough conversations. We have a flat and inclusive culture where everyone can be themselves - and speak up.

We have offices in central Bath and Edinburgh, and London. We're working as a hybrid team supporting each of our people to choose how they work best. We've always been supportive of flexible working that focuses on delivery and impact, rather than hours worked. Don't just take our word for it, check out our Glassdoor page for the latest reviews or our Instagram, and LinkedIn for company updates and insights from the team.

What's in it for you...

We offer a generous blend of benefits for the things that really matter to our people, including:

• 27 days holiday + bank holidays (some can be flexible) + day off on your birthday.
• 3 days (full time) per year for Dependant leave
• 2 days off per year to volunteer for a registered charity of your choice, including our charity partners Aid Box Community and Edinburgh Food Project
• Length of service award - 1 month paid sabbatical at 8 years.
• 6% employer pension contribution, and life assurance
• Private medical insurance with AXA Health
• Enhanced Parental leave and flexibility to integrate your home and work life in a trusted environment.
• Will writing offering via Octopus Legacy
• MacBook and up to £500 home office set up budget.
• £700 per person learning budget.
• Option to work abroad for up to 6 weeks in the year.
• Health and wellbeing initiatives including free therapy via Wellness Cloud, mental health support via Headspace.
• Strong financial wellbeing focus including access to Octopus Money, Octopus Share Incentive Plan and Seccl invest (our own platform for you to manage your investments)
• Octopus Electric Vehicle scheme after 12 months of employment
• Perkbox - Flexi-points giving you a range of discounts and perks including free weekly coffee, gym and retail discounts.
• Cycle to work scheme - saving money on a range of bikes and accessories.

Our aim is to build a diverse and inclusive company of awesome people, with unique skills, passions and experiences. We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age or background. Please note that we do not provide sponsorship for candidates residing outside the UK. However, we welcome applications from individuals who possess valid work permits that allow them to work in the UK. If you already have the right to work in the UK or hold an eligible work permit, we encourage you to apply for this position.

If you think you have most of what we are looking for, then what are you waiting for? Go ahead and apply. We'd love to hear from you!