Client Support Account Manager (SaaS Software) | £30-40K

Client Support Account Manager (SaaS Software) | £30-40K
Swindon, SN6
£30,000 - £40,000 DOE Plus Bonus + Company Benefits Package

++ We are looking for a highly motivated and energetic self-starting Client Support Account Manager to join our fast-growing Customer Success Team ++

As a SaaS business our reputation is built on the ethos of always striving to ensure our subscribing customers are highly successful with our products. This role is a central part of that vision. You will support the post-sales customer lifecycle as it relates to customer adoption, on-going support, programme optimisation and expansion and are responsible for customer retention and the prevention of churn across our customer base.

As a Client Support Account Manager you will be responsible for the day to day management of our key accounts, building a strong relationship with contacts, predominantly within the Finance and IT functions, as well as being the voice for them within Data Interconnect. The role will include supporting multiple customer accounts with concurrent support / change request tasks and competing priorities.

Candidates should come from a customer service or possibly an account management background, with a heavy bias on customer support and management within an IT solutions or software provider. Experience as a business analyst or technical solutions consultant is preferred. Any experience in financial software or transactional billing would also be advantageous.

The role will include the following responsibilities:

+ Serve as client advocate in all respects of the Data Interconnect product suite, project managing all future customer onboarding, existing customer migration and overseeing all technical solution deliveries to get clients properly implemented on our solution.
+ Engage customers to understand how they are using the platform and provide ideas, training on product features and enhancements that will further increase customer engagement and retention.
+ Consistently meet or exceed customer retention goals and applicable success metrics.
+ Work closely with internal resources on escalation and resolution processes for critical customer issues.
+ Become a trusted advisor to customers to fully understand their needs and help find ways to solve or simplify these pain points through Data Interconnect products.
+ Identify incremental revenue opportunities and hold regular QBRs (in-person and remotely).
+ Build strong relationships with all internal and external partners and suppliers that can ensure the successful delivery of support and change requests;
+ Be first port of call for support queries from our customers
+ Respond to questions and troubleshoot issues related to use of the software application.
+ Take ownership of technical issues from initial report to final resolution
+ Train client users in the use of software, offering advice and best-practice where applicable;
+ Work with other members of the Technology and Product Teams to understand other key projects, products and product enhancements being delivered and the impact to your clients and ensure their requirements are fed into these teams.

In addition to a passion for delivering high customer service the successful candidate will also need to show the following skills:

+ 3+ years professional experience supporting a SaaS-based business model in client services, customer success or account management.
+ Working in a collaborative manner with all team and vendor resources;
+ Continuous Process Improvement. Works with leaders/owners of the process or service to understand current practices and identify areas for improvement;
+ Data-driven with a commitment to process; Proven track record of detailed change request process not essential but would be advantageous;
+ Excellent written and oral communications;
+ Team player;
+ Ability to operate in dynamic, challenging and fun growth environment;
+ Prior experience with financial software and/or transactional billing would be beneficial.

The Rewards & Benefits package include

+ 23 days holiday with the ability to purchase more;
+ Free access to our on-site gym;
+ Private BUPA health insurance and option to include family members;
+ Childcare Vouchers and other affiliate major brand retail discounts;
+ Bonus opportunities;
+ Annual Silverstone social day at British Grand Prix. 

About Us

We are a highly successful UK-based Fintech Software vendor embarking on an exciting growth journey after significant recent investment in new product and people. 

We provide our Clients with a leading cloud-based Order-to-Cash Accounts Receivable suite that enables them to automate processes, reduce costs and improve cash collection efficiencies resulting in increased cash flow. Data Interconnect’s SaaS platform enables customers to get paid faster by automating manual and time-consuming tasks.

With the ongoing launch of a new platform and solution now is an exciting time to join the Team!

You may have worked in the following capacities:
Customer Success Manager, Client Account Manager, Client Liaison Executive, Customer Support Executive, Client Relations Manager, SaaS Account Manager, Software Solutions Account Manager, Account Manager.

Interested? Just Apply Below...

Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. This processing is conducted lawfully on the basis of our legitimate interests. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.