Napier’s mission is to become the recognized leader in ‘Intelligent Compliance’ software for all regulated industries. We will achieve this through delivery of a best in class AML solution. Napier is currently Great Place To Work 2021 certified and has been ranked #15 Best Workplace in Tech (medium size organisations) 2021.
Napier is a holistic anti-money laundering (AML) compliance technology provider. Our products, trusted by the world’s leading data providers, transforms AML and trade compliance from mandatory duty to competitive edge. We use deep industry knowledge and cutting-edge technologies such as artificial intelligence and machine learning to help businesses detect suspicious behaviours and fight financial crime.
We are significantly growing our team and we need the best people onboard to help us. ROLE AND RESPONSIBILITIES We’re searching for a passionate, customer-focused leader who can design and build our Customer Success and Customer Support teams, while encouraging a culture of going the extra mile for our rapidly growing customer base.
We are convinced that the key to future growth and success revolves around customer success and retention. Therefore, this role spans across the entire company, working with every department to ensure that every customer contact/interaction is tailored to maximise customer success.
You will understand and map customer pathways and monitor customer advocacy. You will have the mandate within the organization to search for and identify causes of churn and the influence to enact change. You will also help the business to maximise cross-sell and up-sell.
It’s a proactive, high-energy, fast-paced environment but we’ll give you the support you need to thrive.
What will you do?
- Set the overall vision and strategic plan to maximise customer success
- Ensure that a implementation plan is in place for each new customer and take responsibility for a successful onboarding process, working with the various stakeholders, e.g. their technology team, compliance amp; risk teams
- Provide proactive support to our clients by helping them to increase adoption, improve utilisation and take responsibility for minimising churn and ensuring renewal
- Provide ongoing support to our clients, responding to their queries and coordinating across the various teams to solve their problems
- Manage relationships with senior stakeholders at our clients (e.g. banks, FinTechs, insurance companies, etc.)
- Drive cross-sell and upsell and expanding contract revenue in conjunction with the sales/account management team Recruit, nurture and inspire a superstar customer success team
- Play a primary role in shaping the product roadmap based on customer feedback
- Support/drive new feature roll outs, including formal and informal training of customers and the internal sales/marketing teams, drafting client communications, etc.
- Actively contribute towards market development work, e.g. working with marketing to create high quality collateral/content and working with the product team to define future requirements
- Function as the voice of the customer and provide internal feedback on how we can better serve our customers
The ideal candidate will have:
- A true passion for customers fanatical about getting them the right outcomes and becoming their advocate
- Proactive self-starter that is self-directed and able to solve problems and execute independently
- Strong team spirit and able to coordinate across teams and build consensus
- sales/customer success/account management experience, ideally for other cloud/SaaS solutions
- Good understanding of technology and familiarity with concepts such as APIs, cloud solutions a benefit
- Strong process management skills you won’t drop any balls!
We are Disability Confident certified and as users of the scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.