Customer Success Manager (Advisor)

Trusted for our technology solutions, research & analysis and expert insights, we enable efficiency to streamline the advice process

22 August 2022

Who we are:

FE fundinfo is a global leader in investment fund data and technology. By making our industry Better Connected and Better Informed, we support investment decisions worldwide. We create market-leading products and provide innovative solutions that ensure investors have access to trusted and timely data anywhere, at any time.

Working with leading asset managers and distributors globally, we are uniquely positioned in the investment industry thanks to the quality of our data and extensive network. Every day, more than 5,000 clients rely on us for their data, which include fund managers, life and pension providers, banks, insurers and financial advisers.

With more than 800 experts working from over 15 countries, we believe in bringing trust, connectivity, and innovation to the fund industry.

At FE fundinfo, we are proud of our vast, diverse and highly skilled team, and we are always looking for talented people who want to grow with us.

For more information, visit fe-fundinfo.com.

The position is full-time and is based at the Woking office. Some travel to client sites (within UK) and London Office may be required.

Summary 

Every day, thousands of financial advisers rely on our data and products to help their clients meet their financial goals.  

Trusted for our technology solutions, research & analysis and expert insights, we enable efficiency to streamline the advice process – giving financial advisers more time to focus on their clients. 

The role of customer success is to ensure our clients are onboarded efficiently and understand how to use their services to drive adoption. 

Key Areas of Responsibilities

  • Maintain & gain knowledge of FE fundinfo’s products, data and processes to ensure we can provide our clients with maximum value from our solutions
  • Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to put appropriate processes/training in place
  • Create (work with relevant team) to build dashboards to track customer behaviour and product usage
  • Identify and roll out nurture campaigns using MI to target key needs
  • Monitor KPI's identify churn risk and work proactively to eliminate that risk
  • Work with customers to ensure onboarding, user adoption by creating workflows that help customers roll out the product internally
  • Promote and improve the customer Community Portal
  • Providing feedback to cross-functional internal teams to ensure customer needs are met
  • Manage critical escalations with clear execution plan and drive to get closure (which includes providing reporting and meetings with clients).
  • Ensure any escalated issues are resolved quickly, utilising resources across our internal teams such as Support, Account Manager, Sales, Data, Product etc
  • Coordinate with 1: Many customer Communications to synchronize all internal parties
  • Maintain strong internal relationships strong business relationship with our Sales, Account Management, Marketing, Product and Tech

Skills Required: 

  • Ability to understand and interpret client/business data in a clear and commercial manner
  • Effective Communications / Stakeholder management skills:
  • Presenting and influencing credibly and effectively at all levels of the organisation. 
  • Presenting client/business data
  • Managing internal stakeholder
  • Excellent listening, negotiation and presentation skills
  • Excellent verbal and written communications skills
    • Ability to challenge effectively
  • Professional curiosity, proactive and resourceful
  • Self-motivated and able to thrive in a data-driven environment
  • Adaptable, strong self-awareness, confidence to hold themselves and others to account based on expectations
  • Critical thinking and problem-solving skills

Software Requirement: 

  • Must be proficient with Microsoft Office 365 Suite
  • Salesforce (desirable) 

Life @FEfundinfo 

We are proud to foster an environment where our teams can bring their best selves to work and operate in a welcoming, stimulating and inclusive culture.  

Our team of 800+ people is constantly growing, making a difference to our clients and partners every day from our offices in Australia, Czech Republic, Denmark, France, Hong Kong, India, Italy, Germany, Luxembourg, Liechtenstein, Poland, Singapore, Spain, Switzerland, and the UK. 

FE fundinfo is the right company for you if you want to: 

  • Join an industry leader yet work in a fast-growing, agile and innovative organisation
  • Make a difference and use your entrepreneurial spirit
  • Be part of a global and diverse team of highly-skilled experts
  • Experience a friendly, inclusive and supportive working environment
  • Learn and develop yourself

Our Commitment to our teams: 

  • Career Development
  • Training & Learning (access to LinkedIn Learning)  
  • Health & Wellbeing
  • Sustainability agenda

 What our people across the globe say about FE fundinfo: 

  • “Fast-paced like a start-up, challenging and interesting”
  • “Great work / life balance in a flexible and supportive atmosphere”
  • “Exciting to be working for a well-recognised brand in the industry”​
  • “Working on the latest tech in a quickly evolving environment” ​
  • “Sense of togetherness even when working virtually”
  • “Highly varied tasks with many avenues to explore”
  • “Multicultural feel, open and inclusive”
  • “Incredible breadth of expertise – really enjoying the collaboration and knowledge sharing”
  • “A place to grow along with the company”​

 Want to know more about Life @FEfundinfo? Check our Glassdoor profile. 

Benefits 

Competitive reward package, role full-time (37½ hours per week) split between our London office and home-from-working (flexibility on split and subject to Covid restrictions). 

Have we sparked your interest? 

To make further enquiries or apply please contact:

Rebecca Spink, HR Advisor

E / [email protected]