Customer Success Executive

WHO ARE WE? 

SmartSearch has a unique Anti Money Laundering verification platform bringing together both individual and business searches for the UK and International markets. In 2020 we were recognized by both the Financial Times as one of the Top 600 fastest-growing companies in Europe and placed in the Sunday Times Tech Track 100.

Our latest technology delivers an unrivaled user experience enabling our users to comply with the latest Anti Money Laundering regulations. SmartSearch has grown rapidly since its inception in late 2011, fostering an incredibly collaborative and supportive culture, and we continue to have ambitious growth plans which make us a truly exciting place to work.

THE ROLE

Imagine an account manager who is truly forward-thinking. Imagine being a proactive advisor to your clients on all aspects of our platform rather than reactive firefighting. This is what it means to be a Customer Success Executive at SmartSearch. We are continuing to deliver success at every stage of the roadmap for our clients.

The Customer Success Executive will manage various aspects of the Client’s account and will need to respond to their needs and objectives. You will develop and maintain positive and successful client relationships through frequent communication and, where relevant, encourage them to sign up to a higher search package and/or the enhancements to the SmartSearch Platform to protect their business. You will develop a strong understanding of the Anti-Money Laundering regulations and what clients need to be doing to be compliant. A high level of customer service must always be extended to all clients and excellent attention to detail applied to all tasks.

WHAT IS LIFE LIKE AT SMARTSEARCH?

  • We enjoy our fantastic modern office in the heart of Ilkley, designed with employee welfare and fulfilment in mind. It is within a 5-minute walk of Ilkley train station; making it easily commutable from surrounding areas such as Leeds and Bradford; and includes 4 kitchens, reading space, an onsite gym, on site parking, gaming area, pool table and tennis table, free fruit delivered weekly
  • Excellent progression opportunities within our company growth plans based on personal development goals and regular feedback and reviews
  • Training and development is provided by talented team members, enthusiastic leadership and industry experts
  • Our excellent benefits package includes 25 days annual leave rising with each year of employment up to a maximum of 30 days per year.
  • Annual bonus scheme based on hitting agreed targets
  • Employee referral bonus
  • Various weekly recognition schemes
  • Employee engagement and activities committee that plans activities throughout the year
  • Two big company celebrations per year - summer and Christmas party
  • Company pension scheme, comprehensive private medical scheme and life insurance

ROLE RESPONSIBILITIES

  • Liaising with, and acting as the link between, the client and SmartSearch by maintaining regular contact, ensuring that communication flows effectively
  • Developing client relationships to create loyal, happy customers
  • We are proud of the 98% client retention rate that we have across our entire client base, this is only achieved by providing a great level of support and service to our clients. Being proactive with the retention of clients is another key area of the role
  • As our clients grow its key that they are on the most appropriate pricing package which suits their needs. Upselling either through the addition of a new product or to the most appropriate level of pricing is a key part of the role.
  • Writing client contact reports and recording upsells
  • Organising and conducting training for clients on the platform
  • Client support queries including, address, input, result, pricing and usage queries
  • Demonstrating developments in the platform or regulations
  • Audit reports
  • Explaining and interpreting alert emails

WHAT ARE WE LOOKING FOR IN A CANDIDATE?

  •  Excellent customer service skills
  • Lots of initiative whilst also being able to follow procedures
  • A drive to succeed
  • A quick learner
  • A strong team player
  • Attention to detail
  • Problem Solver

Apply for this role

You want to work with us? Great! Apply by clicking the button below and we’ll be in touch as soon as we can. Don't forget to attach your CV and covering letter.

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