Senior Technical Customer Success Lead

🤔 Who are we and why do we do what we do?

We are a data and payments company on a mission! We’re a group of developers, financial experts, and optimists who share a vision for improving the financial wellness of people, their businesses, and their communities.

We started this company with the aim of changing how the industry used and viewed data. As architects of Open Banking, Open Finance, and Open Data, we strive to be a force for good — changing the status quo of how businesses interact with people. We strive to serve the whole population through every change in their finances.

We do this by powering businesses through our APIs and PFT solutions as well as our own personal financial management app for consumers.

We can only do that by being an inclusive and diverse organisation. We invest in our people, and enjoy an environment focused on innovation, collaboration and openness.

💰 What do we offer?

We champion flexibility, and we trust and respect our employees to deliver results in a way that best suits them, working around their own lives and commitments.

We live and breathe a fantastic culture of remote working and you will perform your duties predominantly from your home. However, the heart of Moneyhub is in Bristol and from time to time you will be required to attend company meet ups

As well as a truly flexible approach, we also offer a fantastic range of benefits, including:

• Remote working - with quarterly away days, regular team meeting and face to face client meetings as required
• 10% contribution towards your Pension from your very first day with us;
• 25 days of holiday (plus bank hols), rising to 30 days after two years;
• Choose to take your entitlement to UK bank holidays at other times based on your own days of significance;
• Private medical insurance, including cover for pre-existing conditions, plus dental and optical benefit;
• Six week Moneyhubber Family Pay when you become a new parent;
• Permanent health insurance and life cover  - much greater than the industry standard (death in service);
• Employee assistance programme;
• Professional development support, with dedicated allowance of time and money;
• Life event leave;
• Cycle to work scheme;
• EV Salary sacrifice scheme;
• £750 towards professional memberships
• Remote working benefits, including work from almost anywhere, access to co-working spaces and support for your home office set-up
• High spec laptop
• Holiday purchase and more

Requirements

👀 Sounds great right? What will you be doing?

As a senior and key member of our team, you will be responsible for the technical customer experience and success framework within the API line of business.  An opportunity to build upon the existing framework with a clear strategy to ensure our technical and non technical customers are successful in the adoption and usage of Moneyhub API. 

With a developer first and self-serve experience approach, this role oversees and manages the customer health and relationships within our new and existing customers.  Takes accountability and the lead in how to manage our customers, whilst working closely with the Managing Director, Product Owner, Tech Lead and Onboarding Project Manager to build out the strategy and execution of the framework thus to ensure successful implementations and adoption of the APIs. Growth of our self-serve approach as well as introducing customer success contact.

A technical understanding of APIs is a must and would be an ideal role for an existing product or engineer/developer that has customer facing experience and looking for a move into a senior technical customer success role and is comfortable with managing customers and problem solving issues that may arise or for an existing customer success lead, with knowledge of APIs and how these can be applied.

This role needs to be able to offer technical solutions to our customers queries/challenges and be proactive in finding opportunities to expand use cases with our customers to increase usage and adoption. In turn this adds value and reduces churn. Building and maintaining strong relationships with key decision makers within our new and existing customer base is critical to our success - getting to know our customers, their pain points and successes, enables us to drive the product and business forward in the right direction, increasing our self serve and developer first experience.

Managing customers proactively with a clear customer segmentation (self serve, standard, bespoke) and contact strategy in place that aligns to our capacity and customer value propositions.

Key Responsibilities

• Build & improve, manage and execute the Customer Support & Success framework to existing customers with the support of the MD, Onboarding and Operations SMEs.
• Serve as the primary point of contact for decision makers and key contacts - non technical and technical of existing customers engineer to reduce pain points for customers and ensure we proactively reduce issues being raised
• Collaborate to identify opportunities for additional use cases within the existing customer base, and develop strategies to drive usage and engagement
• Ensure the customer has access to all documentation, code samples, and other resources to help developers and non technical contacts understand and use our API platform effectively
• Keep up-to-date with industry trends within open banking and open finance, customer needs and provide insights and recommendations to the product and engineering teams
• Deliver quality customer communications e.g. release notes, focus groups, insights
• Work with the product owner and broader API team to create and maintain a best in class, strong 'developer first' experience. 
• Coordination of contract and billing queries - ensuring billing is in line with contract, renewals, usage and compliance obligations
• Support for first line queries when customers raise these, though a self-serve approach is preferred at times we need the tech Customer Success lead to be able to have oversight and be proactive in managing a support query end to end with the support of the onboarding manager and lead QA - in particular those with an SLA
• Governance meetings delivered to key / strategic accounts and support in the due-diligence process on an annual basis for those on the support level where this is included - understanding of our key policies, around data sharing, security and other governance factors.
• Pathway of how to promote and upsell new use cases and opportunities within existing key accounts, via different channels - documentation, release notes, webinars and other forms that may suit the developer and non technical user base..
• Understand the end to end use case of our customers and how the APIs support our customers propositions, sharing this with the business to enable the best technical best practice and support possible
• Manage suitable contact strategies for each customer - with a low to high touch options.
• Use cases - provide marketing with up to date success stories and PR opportunities to increase market awareness and increase our award entries
• Consistent update of Salesforce account and contact records 
• Meet KPI success measures as agreed with the business and MD

Requirements

• Experienced in APIs and the use of them in building out applications 
• Knowledge of Open Banking & Open Finance
• Customer facing  - with experience of APIs to support the technical aspects of the role
• Experience in customer support processes and/or customer success delivery
• Experienced using JIRA or similar systems to manage customer support process 
• Knowledge of using Salesforce or similar system to manage customer contact is advantageous
• Stakeholder engagement is key - ability to collaborate with SMEs to drive and implement new ways of working when feedback is received, project stakeholder management approach advantageous 

Characteristics:

• Customer focused
• Proactive
• Accountable
• Delivers
• Organised
• Supportive
• Communicative