Customer Success Account Executive

We have an opportunity for an ambitious and talented ‘people person’ to join our team as customer success account executive.

Customer Success Account Executive

Who are we?

At Seccl, we’re on a mission to rebuild the infrastructure of investments and advice. We provide the technology that allows people to access financial markets – buying and selling investments, and holding them in tax wrappers like ISAs and pensions.

Our software allows ambitious fintechs to quickly get to market with innovative investment or advice products – and helps financial advisers and investment managers to build stronger, more valuable businesses, by operating their own investment platform.

Ultimately, we want to create a world where everybody can access the financial markets, or find the help they need, more easily and affordably than ever.

We recently became part of the Octopus Group – an innovative, £9bn+ group of companies that’s on a mission to breathe new life into energy and financial services, and improve the lives of millions of people.

How can you help?

We have an exciting opportunity for an ambitious, empathetic and talented ‘people person’ to join our small dynamic team as customer success account executive.

Supporting the customer success lead you’ll be helping new clients get to grips with our technology, and supporting existing ones with an exceptional ongoing service – one that people will remember and recommend us for. We are looking for someone who will be the internal advocate for our clients, ensuring their voices (or issues) are put forward and resolved.

What will you be doing?

On a day-to-day level, you’ll…

  • Be the primary contact for all clients working with teams across the business to resolve customer issues
  • Handle queries of all types from clients. This will include both answering inbound telephone queries, and triaging and responding to inbound email queries within accepted SLAs, and will span:

    • service queries (e.g. simple questions regarding our offering)
    • account queries (e.g. requests for specific updates relating to their account)
    • systems queries (e.g. difficulties logging in or encounters with bugs) and more
  • Generating MI and reporting analytics – for example identifying recurring issues and feature requests and monitoring trends in response time, volume of queries etc.

  • Reviewing the operational workflow and suggesting process improvements where relevant

  • Thinking of new and unexpected ways to ‘wow’ our customers

Who are we looking for?

You’ll be someone who’s…

  • Confident, smiley and enjoys making customers feel totally taken care of
  • Can prioritise and take ownership of issues. Seeing things through until resolution
  • A people person with strong communication skills. You’ll be able to easily build rapport, and adapt your style depending on the customer and/or issue to hand
  • Proactive, resilient and comfortable with ambiguity. You’ll like working at pace and thinking on your feet
  • Empathetic, kind and with bags of innate integrity. You’ll do the right thing, even when no-one’s watching.
  • Interested in technology and hungry to learn and develop new skills

How do we work?

We’re a team that of ambitious, talented, and creative people who are passionate about using technology to improve our financial world.

We have a positive, open environment that promotes fresh ideas, challenge and experimentation, and encourages continual learning. We provide flexible working that focusses on delivery rather than just focusing on hours worked.

We’re based in the historic City of Bath, just 30 seconds walk from the train station. We’re not kidding. We also have access to the Octopus Investments’ office in London.

And the vital statistics?

  • Competitive salary
  • Flexible working arrangements
  • Exposure to the latest technology and an opportunity to help shape the future direction
  • 27 days holiday and a day off for your birthday
  • Pension & Life Assurance

Like what you see?

Just send your CV to people@seccl.tech and one of our team, will be in touch.