Main Responsibilities
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Own the relationship with assigned customers including onboarding, implementation, training, adoption, retention, and satisfaction
- Take a lead in articulating the value of Xapien to identify upsell and cross sell opportunities, consulting with the customer on the best applications of Xapien in their business
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Communicate effectively with both internal and external senior managers to better understand customer needs and pain points, maximise retention and growth, and share learnings
- Improve customer-success metrics and data, both for internal purposes and demonstrating value proposition to customers and prospects
- Increase product adoption to reduce churn and exceed pre agreed targets including NRR, adoption, and satisfaction
- Adhoc project work with other teams in Xapien, including marketing, product management, and sales
- Act as the voice of the customer, communicating their both their challenges and delight with the product across the business
Salary
£45,000-£65,000 + bonus per year dependant based on experience level and interview performance
What we need from you
- 5+ years of experience working with B2B customers
- Strong skills in verbal and written communications, building meaningful rapport, strategic planning, and project management
- Experience of working in a fast-paced working environment
- Experience of consulting for a wide range of industries and swiftly understanding their different needs, especially financial services firms and large corporates
- Experience in identifying upselling and cross selling opportunities
- Experience working with customers in several different countries and time-zones
- Experience of working in a tech environment and the ability to deeply understand a product / service.
- Experience in the due-diligence and investigations industry (either from an Account Manager or Customer Success role)
Our benefits
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Equity in the business in the form of shares – You will own a meaningful part of the business through our employee shares & equity programme💰
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Unlimited Paid Time Off for you to take time to recharge. 🏖️
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A professional development fund of £1,000 per year – we invest in our people and always encourage growth! 🎓
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Private health and Life insurance ❤️🩹
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High-spec MacBook + £200 for work setup💻
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Regular team lunches and social events, including go-karting, rounders in the park, mini golf, a historical walking tour of London, karaoke, bouldering, Dungeons & Dragons, poker, a VR games night, and a baking competition🎉
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X day – one whole company day off every February so we can all switch off Slack and reset 📴
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Flexible working + flexible hours (2 days per week in our WeWork in Moorgate) 🏠
Please note, we are unable to accept applications from anyone who is not a UK citizen, we cannot provide visa sponsorship
Our values
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Take ownership – We keep our organisation simple, valuing people over policies. We encourage ownership and decision-making.
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Better together – We care about each other and go out of our way to help colleagues succeed. We value relationships and take a genuine interest.
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Transparent – Our business is creating transparency in business relationships; so internally we are ‘default share’, even when it feels uncomfortable.
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Glass-half-full – This is about being real but still choosing to be optimistic. We celebrate wins and encourage each other to build forward.
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Be pioneers – We are leaders not followers – bold, ambitious and can-do. We don’t start with what’s possible, we start with what we want to achieve, then ask ‘what has to be true’?
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Move fast – This is our moment to make our mark on the world. So we work to ambitious deadlines, launch fast and iterate, always streamline, and remain decisive amid huge uncertainty.
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Value learning – We are all learning, always. We take time to explain, even if it’s quicker to do it ourselves.
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Always decent – We are polite, thankful and straightforward. Everyone is down-to-earth, informal and approachable.
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A players – Working here should be stretching and exhilarating. We only hire, and keep, the best, enquiring people that will keep us on our toes.
