68% of customers do not trust their providers of financial services, whether it be buying a car on finance or getting that car insured. Similar effects are in play in other segments of the Financial Services sector.
Our mission at Voyc is to help build trust in financial services.
To explain how we do this, I'd like you to meet Tim, the CEO of a Car Finance lender in the UK. Tim has 100 employees, 80 of whom talk to customers daily and Tim’s company has a huge compliance problem. At any moment, the regulator can ask Tim to prove he treats his customers fairly.
To do this, he and his industry colleagues spend $21bn a year to hire quality assurance assessors like Laura, who go through calls and identify risks. Unfortunately, they can only go through 1-2% of interactions, leaving 99% unchecked.
That's where Voyc comes in; our cutting-edge AI-powered call monitoring software helps Laura and her team monitor 100% of their calls, spend 30% less time listening to calls and achieve 99% regulatory compliance.
How we at Voyc do that is we score 100% of the calls and rank them based on risk. We then kick off alerts and workflows to ensure the risk is mitigated either by training the agent or calling the customer back, and we then provide the data that Tim needs to show the regulator that he is compliant.
We are growing 3x per year in the UK with over 80 finance companies and are now monitoring over 100 calls a minute. To support this expansion and ensure our clients' ongoing success, we are looking for an Account Manager. This role is crucial for managing and strengthening client relationships at Voyc.
The Account Manager role requires a blend of technical expertise, analytical thinking, and strong people skills. With at least 5 years of experience in a software-related role, the ideal candidate will work closely with our Tech, Customer Operations, Support and Product teams to align our solutions with client needs. You should be skilled in both understanding complex technical details and building lasting relationships with clients and stakeholders.
Responsibilities
- Serve as a primary point of contact for a portfolio of over 30 customers in the financial services industry.
- Build strong customer relationships and act as a trusted advisor, understanding their unique business needs and providing tailored solutions.
- Conduct regular check-ins and proactive outreach to ensure customer satisfaction, adoption, and retention.
- Collaborate closely with cross-functional teams, including Sales, Product, and Engineering to drive product enhancements.
- Handle contract negotiations, particularly with economic buyers.
- Handle contract renewals, particularly with economic buyers.
- Provide high-level technical support and guidance to both technical and non-technical users on Voyc’s compliance monitoring software.
- Conduct regular business reviews with customers, analysing usage data, making strategic recommendations, and taking proactive measures to mitigate risks and address any concerns.
- Build and present reports, analyse data, and interpret statistics.
- Identify opportunities for upselling and expansion within the customer base.
- Regularly engage with stakeholders at various levels, including C-suite executives, and attend client-facing events such as awards dinners.
- Understand and communicate the value of our solutions, ensuring clients realise a return on their investment.
- Apply analytical and creative problem-solving skills to address client queries and enhance their experience with our solutions.
- Stay up-to-date with industry trends and regulations related to compliance monitoring in the financial services sector.
Key Performance Indicators
- Net Retention Revenue (NRR): Measure the revenue retained from existing customers, including upsell and cross-sell opportunities, to ensure consistent growth and customer value.
- Customer Health Score: Evaluate and monitor the overall health and satisfaction of customers through metrics like usage frequency, support interactions, and feedback to proactively address issues and improve retention.
- Trustpilot Reviews: Track both the quantity and quality of customer reviews on Trustpilot. Focus on encouraging customers to leave reviews and analyse the feedback to assess satisfaction, identify areas for improvement, and enhance customer trust and loyalty.
Requirements
- A minimum of 5 years of previous experience in an Account Management role is required.
- At least 5 years of experience in a software-related role with a strong understanding of technical solutions.
- Expertise in Excel.
- Solid understanding of and experience with contract writing.
- Proficiency in HubSpot is a bonus.
- Strong analytical abilities with the capacity to interpret and present data in a way that is easily understood by clients.
- Excellent interpersonal and communication skills, with the ability to engage and build rapport with clients and stakeholders at all levels.
- Must be based in the UK, with the ability to visit clients weekly.
- Must have a car and a valid driver’s licence for client visits.
- Flexibility and willingness to attend evening functions and events where client engagement is key.
- Proactive and self-motivated with a results-oriented mindset.
- Knowledge of the financial services industry and compliance regulations is advantageous.
Benefits
In addition to gaining valuable experience and expanding your skills while building trust in financial services, working at Voyc offers:
- Base salary: £40 000 per annum
- Commission: 1% of the retained Annual Recurring Revenue (ARR) from that specific customer contract renewal.
- Option to reduce your basic salary in exchange for share options
- A supportive, growth-oriented team culture that aligns with your personal goals
- Flexible working hours
- Innovative leave policies
- Company-sponsored lunches, travel, and learning opportunities, including an annual offsite event in Cape Town
- An inclusive and representative workplace
Company Values
- Playing to win
- Putting people over everything
- Driving results
- Pursuing Knowledge
- Working together
