Enterprise Customer Success Specialist

Job title:

Enterprise Customer Success Specialist

Company

Vestd

Job description

Enterprise Customer Success SpecialistRole: Enterprise Customer Success SpecialistReports to: Enterprise LeadLocation: Remote Working (UK based)Salary: £30k-34k, plus equity and benefitsHours: Full-Time 37.5 hours per weekAbout Vestdis the leading regulated sharetech platform, designed to make light work of the most popular and tax-efficient share scheme types, empowering businesses to attract and retain their talent.It was founded by Ifty Nasir, who is passionate about our mission. Vestd’s big moonshot aim is to see one billion people worldwide invested in the companies they work hard to grow. We are all about inclusion and fairness for our customers and our team.If you’d like to learn more about Vestd, check out short video from our founder, Ifty.Equality, diversity and inclusion (EDI) at VestdAt Vestd, we prioritise equality, diversity, and inclusion, so we write about it here rather than at the end of the job advertisement. We’re committed to building a respectful, inclusive, and diverse team. Trust is one of our core values; with that comes a commitment to fairness and transparency. We want to be open about our EDI efforts.At Vestd, diverse perspectives and experiences are vital to building an innovative and successful team. If this role excites you, but you’re not sure you meet every requirement, we still encourage you to apply!We welcome applications from individuals of all backgrounds, especially those traditionally under-represented in the startup and fintech space. Your unique perspective could be exactly what we’re looking for.If you need any adjustments or support with your application, please let us know.RequirementsThe roleAre you passionate about creating extraordinary customer experiences and driving business growth? Join us at Vestd as an Enterprise Customer Success Specialist, where you’ll play a pivotal role in shaping the future of our Enterprise customer segment.This is an exciting opportunity to work in a new and growing area of our business. You’ll not only support and manage some of our biggest and most complex customers, but you’ll also take responsibility for their success and retention. By owning and managing these accounts, you’ll ensure our Enterprise customers feel supported and empowered to achieve their goals through Vestd. You’ll also contribute to shaping Vestd’s future, by identifying new areas of opportunity for the company, to help us develop and refine products that keep us ahead of the curve in this dynamic space.This is a unique role at the cutting edge of our growth journey – perfect for someone who thrives on building relationships, solving problems, and driving continuous improvement.The primary responsibilities of this roleWe cannot provide an exhaustive list of duties; additional duties will arise, but the following will be core elements of this role:

• Deliver best-in-class customer success to support, retain, and grow key Enterprise accounts.
• Manage and own customer accounts by developing deep relationships and acting as the primary point of contact for their needs and goals.
• Optimise Net MRR Growth by identifying and executing short, medium, and long-term strategies.
• Proactively drive retention by anticipating customer needs, addressing potential concerns, and finding opportunities to deliver additional value.
• Promote a customer-first culture within the team by actively seeking and sharing insights into what drives retention and satisfaction.
• Collaborate with the Enterprise BU Lead to deeply understand the needs of Enterprise customers and maximise opportunities to acquire, retain, and grow these relationships.
• Drive continuous improvement in customer experience and team efficiency by identifying and implementing innovative ideas and processes.
• Champion customer delight throughout the lifecycle by ensuring seamless, value-driven interactions at every stage.

Key Deliverables & Success Metrics

• Customer Reviews: Achieving best-in-class customer success, as measured by ratings on platforms like G2, Capterra, and Google.
• Net MRR Growth Metrics: Continuous improvement across metrics such as re-activations, upgrades, downgrades, and churn
• Customer Retention: Building strong relationships to ensure high satisfaction and retention rates for Enterprise accounts.
• Process Improvements: Implementing measurable improvements in customer experience and team efficiency.

Essential elements for this roleThese are the skills and qualifications we consider important for this role:

• At least two years of experience in account management, with a track record of driving retention and customer satisfaction.
• Proven ability to manage and own complex Enterprise-level customer accounts
• A proactive approach to understanding customer needs and identifying opportunities for growth.
• Ability to prioritise and balance demands in a dynamic, fast-paced environment.
• Strong relationship-building skills and a customer-centric mindset.
• Proficient IT skills.
• You must be comfortable with working in a fully remote environment

Nice to haveThese will help you stand out from the pack:

• Experience working in startups or rapidly growing teams, especially in environments where change is frequent and adaptability is vital.
• History of identifying opportunities for improvement, suggesting innovative ideas, and driving meaningful change.
• Comfortable navigating ambiguity and supporting evolving team processes.
• Experience in remote working or supporting distributed teams.
• Proven ability to build strong relationships in a fast-growing department or company.
• Familiarity or desire to leverage AI tools and technologies to improve efficiency, streamline workflows, and enhance customer success processes.

BenefitsWhat you can expectAs the UK’s first and most advanced sharetech platform, Vestd is a leading-edge company always looking for ways to innovate.Our culture is our backbone (BreatheHR named us one of the ‘Top 3 Companies in the Country for Company Culture’), and we take team happiness seriously.Vestd strives to be as principled as possible. We’re all about Goal 8 of the United Nations . This goal is about ‘Decent work and economic growth,’ and we consider it both with our external activities and internal workings.We’ll do everything we can to help you grow in your role. In return, you’ll want to learn all about our industry and do all you can to help us continue leading it.Vestd is 100% remote, so in return for your commitment, diligence, and productivity, you’ll have a lot of autonomy during your working day. Some roles demand office hours (to fit our customers’ schedules), but we are committed to offering flexibility where possible.Happy employees make for happy customers, as demonstrated in our . Vestd’s excellence has also been recognised by The Europas, The Fintech Awards London, The Hustle Awards, TechRound, and BusinessCloud’s Fintech50.If you’re an autonomous, self-driven individual, passionate about contributing to a meaningful mission, and you value being part of a supportive, close-knit team, this could be the perfect opportunity.Why work at Vestd?Vestd is a great place to work. Don’t just take our word for it – take a look at the suite of benefits that you can look forward to as one of our folk:

• This job is fully remote; however, we have two annual in-person get-togethers, during which attendance is required.
• A flexible environment to help you achieve the best work/life balance.
• Equity, of course! (After the qualifying period)
• Monthly recognition scheme, where we celebrate our folk
• Support with home working equipment
• A personal training and personal development budget to keep your career and professional growth on track
• Private medical insurance with Aviva (after the qualifying period)
• Team retreats are held twice a year. They can include an overnight stay and focus on fun and team cohesion
• Great team ethos, connect through regular team and company socials.
• Private medical insurance (after the qualifying period)
• 25 days annual leave plus one extra day per year of service (up to five days)
• Employer contribution pension scheme (after the qualifying period)

We’re looking for somebody with initiative who can focus on the business and their personal growth path. This is a great time to join our team, and it would be a superb role for the right person.Our application processOur application process has a few stages as we aim to find someone who is the best fit for the role. We are committed to making our process as inclusive as possible, so please contact us if you require any information or support during the application process or need to ask for any adjustments.

• Apply online
• 20-minute screening call
• Task-based assignment
• 45-minute interview with the hiring manager and team member
• 45-minute team cultural interview
• 45-minute interview with the CEO

Please let us know if you need any adjustments or support applying for this role. We are excited to receive your application.This job is remote within the UK. You must be primarily UK-based and eligible to work in the country.

Expected salary

£30000 – 34000 per year

Location

United Kingdom

Job date

Thu, 21 Nov 2024 23:15:13 GMT

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