Customer Success Team Lead

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

We’re looking for a hard-working, highly motivated Customer Success Team Lead (based in either London or Leeds) to help us build and scale our Customer Success function. We’ll look to you to build out efficient internal processes, set clear KPIs and lead a team of Account Managers and Customer Success Advisers. You’ll also have the opportunity to work with a wide range of SMEs across a variety of sectors in the UK.

Your key areas of focus will be managing a team and driving their sales KPI's, customer service as well as looking for new and better ways to improve our customers’ experience. You’ll be working closely with the Head of Customer Success, other Team Leaders, Operations, Tech and Marketing to ensure our customers’ needs are met as smoothly and efficiently as possible.

What will I be doing?

• Managing a team of Account Managers and Customer Success Advisers to deliver best in class customer experience and conversion of leads
• Create a culture of high performance through KPI tracking and motivating your team
• Evaluate your team’s performance and coach them to be as successful as possible
• Support the professional development of your direct reports
• Undertake all standard management tasks including but not limited to one to ones, appraisals, performance management etc.

Manage a portfolio of SMEs

• Manage a small portfolio of SMEs to help you build a deep understanding of our customer base
• Supporting our customers through their journey, educating them on how to make the most of our funding solutions
• Maximise conversion of funding opportunities and nurture relationships

Project Delivery

• Work with Head of Customer Success to identify projects that help us reach our goals of driving conversion, raising efficiency and improving customer welfare
• Manage and deliver these projects identifying how to progress them and working with the appropriate stakeholders to do so
• Update and include team members to support delivery of the project

Requirements

• Experience in a Lead / Senior Account Management, Sales or Customer Success role, preferably in the commercial / business sector
• High performing Customer Success team member experience before moving into a management role
• Strong team management experience with a proven track record of developing people through their employee lifecycle
• Highly organised and capable of managing multiple deadlines simultaneously
• Excellent at building and improving processes
• Strong communication skills and attention to detail
• Performance analysis, KPIs and sales reviews
• A can-do attitude that’s enthusiastic about working in an ambitious, team-orientated, start-up 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 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.