Client Success Manager

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About Us

At Financial Edge, we are dedicated to revolutionizing the way businesses access and utilize learning and data analytics. Our platform, Felix, is designed to empower organizations with cutting-edge tools for learning and data management. We are committed to delivering exceptional service and support to ensure our clients maximize the value of their subscriptions.

About the Role

As the Client Success Manager, you will be the driving force behind the effective utilization of the Felix platform by our B2B subscription users. Your role is critical in ensuring clients are fully engaged with both the learning and data features of Felix, ultimately leading to subscription renewals and business growth. You will be instrumental in the oversight of onboarding new clients, providing system demonstrations, supporting account managers, obtaining valuable customer insight, and growing usage levels of the platform.

Key Responsibilities

1. Encourage Platform Usage:

• Implement strategies to boost the use of learning and data features among B2B subscribers.
• Monitor usage patterns and develop initiatives to increase engagement and satisfaction.
• KPI: Improvement in usage statistics.

1. Usage Reporting and Client Liaison:

• Oversee the circulation and analysis of usage reports for clients, providing insights and recommendations.
• Act as a liaison with clients regarding their usage reports, ensuring clarity and addressing any concerns.
• KPI: Client satisfaction with reporting and communication.

1. Client Onboarding Process:

• Develop and refine the client onboarding process, including communication collateral and webinar series.
• Ensure a seamless and engaging introduction to the Felix platform for new clients.
• KPI: Client feedback and engagement metrics during onboarding.

1. System Demonstrations:

• Conduct compelling and informative system demonstrations to potential clients.
• Customize demonstrations to highlight features most relevant to each potential client's needs.
• KPI: Conversion rate of demonstrations to new subscriptions.

1. Supporting Subscription Renewals:

• Collaborate with account managers to ensure client satisfaction and support subscription renewals.
• Identify opportunities for upselling and improving subscription value.
• KPI: Rate of subscription renewals and upsells.

1. Lead Conversion Support:

• Assist account managers in converting leads into B2B subscribers by showcasing the value of Felix.
• Address potential clients' queries and concerns effectively.
• KPI: Conversion rate of leads to subscribers.

Qualifications

• Ability to analyse data and translate insights into actionable strategies.
• Ideally a strong understanding of the front office activities within Investment Banking, and/or Private Equity and/or Asset Management.
• Ideally experience working or training in fields that the Felix platform supports.
• Bachelor's degree or equivalent work experience
• Proven experience in client/customer success, preferably in a tech or finance related field.
• An understanding of learning platforms and data analytics tools.
• Excellent communication, presentation, and interpersonal skills.
• Proficient in CRM software and MS Office or equivalent.
• Ability to work collaboratively with sales and technical teams.

Benefits

• An owner managed firm with a strong culture and enthusiasm for our learners and clients.
• Fun, friendly and relaxed working environment with a casual dress code
• Hybrid working (2-3 days in the office)
• £40k to £50k a year salary + sales incentive and training
• 23 days holiday per year
• Private medical cover, life insurance and income protection after introductory period