Enterprise Customer Success Manager

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?

The Enterprise Customer Success Manager will be responsible for managing a portfolio of key client accounts which sit within our Enterprise category and represent high value to the business and a higher degree of complexity. An essential requirement of the role is to develop and maintain positive and successful relationships, fully network the stakeholders up to C-suite, and plan and execute successful growth and retention initiatives that form long lasting relationships.

WHAT IS LIFE LIKE AT SMARTSEARCH?

• We are a multi-award winning Tech company with an aspirational mentality

• Our recognitions include the renowned RegTech100 list for 2024, Great Place To Work Certified in 2022 and 2023 and we’re one of the fastest growing tech companies In Europe

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

• Hybrid work policy with 3 days per week in the office

• Employee welfare and fulfilment is a priority. 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 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

• Big company celebrations throughout the year

• 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

• Frequently communicating and networking with various stakeholders within your client portfolio up to C-level, including occasional face to face meetings.

• Develop and implement a growth strategy for each account, ensuring they are informed and updated on services which could benefit their organisation, and encourage them to discover enhancements that are available with the SmartSearch Platform.

• Responsible for tracking ARR for your portfolio and delivering against an annual growth target.

• Develop and demonstrate a strong understanding of the Anti-Money Laundering regulations and what clients need to be doing to be compliant will need to be developed.

• A high level of customer service must be extended to all clients at all times with an excellent attention to detail applied to all tasks.

• The Customer Success Manager is also expected to set an example for the team on best practice in Customer Success, and support team managers or senior leadership where appropriate.

• Understanding the client’s needs and how their business operates to ensure they are getting the most out of the SmartSearch product.

• Attending networking events to meet the clients face to face and build strong relationships.

• Using initiative and offering effective resolutions to retain key clients.

• Liaising with clients to discuss their account and answer queries, including being the primary point of contact for issues or concerns
  
  

WHAT ARE WE LOOKING FOR IN A CANDIDATE?

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

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

• You will have a demonstrated record of success in a commercial role, preferably in an account management capacity, and be able to achieve upsell and retention targets

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

• Knowledge of the AML regulations, relevant sectors or RegTech SaaS products in general is beneficial

• Our business moves at a fast pace and can be challenging and exciting so you will need to be confident at multitasking

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

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

• A good understanding of common technology including Microsoft Office, Teams, Outlook etc. is beneficial, although training will be provided

• Where necessary demonstrate the initiative to improve the processes involved in their role