Account Manager

Descrizione

We’re here because we believe in small businesses. We believe they deserve better than waiting weeks for a loan. And we believe it’s our job to help them grow.

We started in 2012 with these principles, and we hold true to them today – now that we’re one of the fastest-growing fintechs in Europe. In the time between, we’ve built the best tech platform in lending, won several awards and opened up £3.5 billion in loans to over 70,000 businesses.

So what’s next? Our mission now is to help one million businesses who need us. To do this, we’ll need new products and partnerships. But most of all, we’ll need smart, hands-on people to join us on the journey and get us to our goal.

The role

Our Account Managers are iwoca’s frontline, offering exceptional service to their portfolio of customers while simultaneously driving business growth. They own the customer relationship from when they sign up, all the way through to renewal and advocacy.

At iwoca, we really love our customers, we want them to have the best possible experience. We understand that financial matters can be confusing and frustrating for small businesses, so our Account Managers work hard to understand our customers’ financial needs and determine how we can most effectively support them with our product to achieve their business goals.

Our Account Managers are skilled at building trust, explaining how iwoca works and nurturing successful long term relationships with our customers. To help us do that, we use relevant data and analytics (such as customer health scores, lifetime value, customer feedback and surveys), while at all times providing excellent customer service.

Requirements

Your mission will be to:

• Be the customer champion, driving business growth through adoption of the iwoca product within a portfolio of customers
• Nurture a portfolio of existing customer relationships to achieve higher health scores
• Support customers through the renewal process expediently
• Build and maintain strong, long-lasting relationships with small businesses, helping them achieve their business goals with iwoca
• Proactively guide customers through our process and ensure we exceed their expectations, effectively addressing customer concerns and issues
• Liaise with various teams within iwoca, such as sales, underwriting and collections to achieve the best outcome for your customers
• Drive change throughout the business through structured feedback, ensuring we always provide customers with the best possible experience across all aspects of iwoca

We look for people that are smart, humble, motivated and who are always looking to improve. Ideally, you’ll have:

• Strong business acumen with a real enthusiasm for helping SMEs
• Strong communication & listening skills with an excellent telephone manner and a passion for delighting customers
• Exceptional time-management and multitasking skills
• Good experience in explaining complex products and services to customers
• Proven customer relationship management experience
• Be proactive, motivated, and metrics-driven
• The ability to "think outside the box" to make suggestions that will help us improve our products, systems and processes
• Ambition and an entrepreneurial spirit, thriving in a dynamic, team-oriented environment

Don’t take this list as prescriptive: it’s just to give you a sense of who might do well at the job. We’d still love to hear from you if you don’t hit every point on the list, or if you have other experience.

We want to pay all of our employees fairly, so that’s why we regularly benchmark salaries based on market rates and to recognise your increasing value to our business. We are ideally looking to pay between £31,000 - £38,000 for this role plus a bonus of 10-20%, this isn’t fixed so let us know in your application what you are looking for. We know there may be some candidates who may not fit within this salary range, if this is the case we would still love to hear from you.

We work hard to make iwoca a place where everyone feels welcome - we want everyone to confidently be themselves. For us, diversity isn't an optional add-on. It's the thing that makes us great.

Benefits

Our benefits

We put a lot of effort into making iwoca a brilliant place to work:

• Offices in London, Leeds and Frankurt
• Events and clubs, like bingo, comedy nights, yoga classes, football…
• Two company retreats a year, we’ve been to France, Italy, Spain and further afield
• Plenty of drinks and snacks in our offices.

Our benefits package is second-to-none:

• Medical insurance from Vitality, including discounted gym membership
• 25 days’ holiday and an extra day off for your birthday
• Instant access to emotional and mental health support with our partner, Spill
• Share options
• Generous maternity leave and shared parental (?) leave
• A nursery tax benefit scheme to help you save money
• Paid volunteering time to support your chosen charity
• Extra leave if you want to travel or study
• One-month fully paid sabbaticals after 4 years
• Cycle-to-work scheme and electric car scheme

And to make sure we all keep learning, we offer:

• An L&D budget for everyone, including a book budget
• Company-wide talks with internal and external speakers
• Access to learning platforms like Treehouse if you want to learn to code.