Customer Success Executive

WHO ARE WE?

SmartSearch’s distinctive Anti-Money Laundering verification software protects our clients by offering the most advanced and comprehensive features available from an AML provider.

SmartSearch has grown rapidly by fostering an incredibly collaborative and supportive culture. As we continue our ambitious growth plans, we will strive to remain a truly exciting, rewarding, and unique place to work.

HOW WILL YOU MAKE A DIFFERENCE?

As a Customer Success Executive, you will learn to manage your portfolio of client accounts and respond to their needs and objectives. You will develop and maintain positive and successful client relationships through frequent communication, problem solving and proactivity, to ensure that they have the best possible experience with the SmartSearch platform and are protecting their business from fraud.

Where relevant, you will encourage them to utilize the various enhancements within the SmartSearch platform, or to sign up to a higher search package. 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 are a multi-award winning Tech company with an aspirational mentality

• Our recognitions include being named in the renowned RegTech100 list for 2022, Great Place To Work Certified in Oct 2022 and we’re one of the fastest growing companies In Europe

• We have fantastic facilities at our head office in Ilkley which has direct train links from Leeds and Bradford and on-site parking

• Employee welfare and fulfilment is a priority, whilst encouraging people to be themselves. We provide comfortable breakout areas, wellbeing champions, mental health first aid, reading spaces, prayer room, an onsite gym, gaming area, healthy vending machines, and fresh fruit delivered weekly

• There is an annual performance related bonus of 10-20% based on hitting retention and account growth goals

• There are excellent progression opportunities due to our growth and you will have personal development goals, regular feedback and support

• Regular training will develop your skills and the Mentor Scheme offers fantastic support for your progression

• Our excellent benefits package includes up to 30 days annual leave per year

• Employee referral bonus and various weekly recognition schemes help us to demonstrate our appreciation and teamwork

• Employee engagement and activities committee that plans social and charitable activities throughout the year

• Two big company celebrations per year - summer and winter events

• Company pension scheme, comprehensive private medical scheme and life insurance

• We are a diverse and inclusive group of people and proactively encourage D&I and supporting social responsibility through our DE&I Group, charities, support for local schools, wellbeing champions and partnerships with external suppliers

VARIED DAY TO DAY RESPONSIBILITIES

• Liaising with, and acting as the link between the client and SmartSearch by maintaining regular contact, ensuring that communication flows effectively

• Developing strong client relationships to create loyal, happy customers by striving for excellence and demonstrating a proactive work ethic

• Being proactive to plan the growth and retention of clients

• As our clients grow it is key that they are on the most appropriate pricing package that 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 accurately

• Organising and conducting training for clients on the platform

• Handling a variety of client support queries including, address, input, result, pricing, and usage queries

• Demonstrating developments in the platform or regulations to inform clients of new solutions

• Explaining client audit reports through video calls and explaining and interpreting alert emails to customers

WHAT ARE WE LOOKING FOR IN A CANDIDATE?

• We're looking for intelligent, customer focussed people with strong communication and problem-solving skills

• You will be able to demonstrate lots of passion and initiative to develop a successful and rewarding career

• You will be a quick learner who can grasp new information and respond to your clients' needs

• You are keen to progress within a large team structure and will have a drive to succeed, evidenced by achieving goals and targets

• We are looking for someone who values teamwork as much as the rest of us

• Attention to detail, in particular an excellent standard of written communication, is vital to always maintain a precise and professional service

• You will have the ability to solve problems when tasked with new and interesting challenges