COMPETENCIES (KNOWLEDGE/SKILLS/EXPERIENCE)

• Proven track record of leading Customer Success Management teams within a SaaS B2B organisation ideally enterprise fintech
• Experience of providing coaching and mentoring to others working for you to enhance their skills and effectiveness. Bringing clear methodology to account management and development
• Strong active listening skills – to understand customer business needs and map these to Dynamic Planner solutions
• Upselling and cross-selling experience
• Industry insight
• Self-motivated with a focus on client engagement via face-to-face or Teams meetings
• Strong skills in creating meeting materials to ensure alignment between customers and Dynamic Planner
• Exceptional presentation and communication/influencing skills through multiple media to drive regular customer meetings
• Ability to understand and influence key decision makers – using your emotional intelligence to optimise situations
• Ability to manage client expectations
• Account Planning skills to drive growth of accounts
• Exceptional focus on delivery
• Project management skills working with customers and internal stakeholders
• Ability to organise resources to deliver on customer requirements
• Client relationship management
• Analysis skills.
• Ability to manage multiple clients and track/report on status/development. You must be able to manage your time – prioritising key activities

EDUCATION & QUALIFICATIONS

• SaaS B2B Leadership experience
• First-hand experience of working in the Wealth Management/Financial Planning sector
• Completion/working towards the Diploma in Financial Services or equivalent
• Track record of key account engagement and influencing at all organisational levels including upsell and cross-sell in a SaaS environment
• Knowledge and understanding of financial planning tools, front office and back-office systems
• A working knowledge of regulatory matters that impact adviser firms and Dynamic Planner solutions
  Starting a new position can be nerve-racking, however, from the very first interview through to joining the team I have felt nothing but relaxed and welcome. Dynamic Planner are such a warm, happy, and helpful group of people that I settled in so quickly and never looked back. It’s a company that genuinely care about its people, they make me feel valued and I’m so grateful to be part of the family.
  Sam Hinde
  Client Success Associate
  The company is the right size that there’s plenty of interesting stuff going on, but small enough that you can take ownership of things.
  Max Bowser
  Developer

ROLE PURPOSE

To work as a ‘Player-Manager’ Head of the Enterprise Customer Success function within Dynamic Planner with a specific focus on upselling services into the accounts.
Working directly with the accounts you will identify and close upsell opportunities driving increased revenue for the business.
You are responsible for the growth of revenue across the accounts and will be measured on the achievement of these goals.

KEY RESPONSIBILITIES

• To lead the growth of existing client relationships across Dynamic Planner by driving value across accounts and value-based selling
• Develop and execute on the Customer Success Management strategy across Dynamic Planner
• Lead, train and mentor your direct reports maintaining the culture of a fast paced, high growth, SaaS, fintech organisation
• Work alongside Operations to ensure maximum efficiency across the team
• Liaise with the Customer Success Director to implement an always on training programme for your team
• Build and maintain trusted partnerships with the customer accounts, developing strong client relationships by understanding their business processes and mapping these back to solutions provided by Dynamic Planner
• Monitor customer health scores to identify highly engaged customers with expansion opportunities
• Partner with the wider CSM and Sales teams to develop Account Plans for the customers and define strategies for growth
• Promote best practice solutions internally and externally. Align client processes with the Dynamic Planner best practice model and identify strategies for closing any gaps
• Partner with the CSMs to prepare for and join strategic quarterly business reviews
• Travel to customer offices for face-to-face meetings as required
• Create high quality material for client meetings and present these with clarity and professionalism in your regular customer engagements
• Track, progress and report on actions from the QBR and other client meetings
• Develop an in-depth understanding of the regulatory requirements impacting our clients and map this to services provided by Dynamic Planner, developing new business opportunities as a result
• Develop opportunities for expansion of existing services across the existing accounts by mapping customer use cases to the Dynamic Planner suite of products. These new business Opportunities should be tracked and progressed in SFDC
• Be the Voice of the Customer and ensure that customer feedback is shared with the Product Design team for review and continuous improvement
• Provide knowledge & experience support and training across the CSM team when required
• Provide key metrics around revenue growth to inform strategy, client management and product decisions