Client Experience Specialist providing exceptional operational support for Fidelity's critical clients. Bilingual position requiring expertise in mutual funds and customer relations.
About the role
- Customer Success Lead at Auror addressing retail crime with a focus on empowering teams. Collaborating on customer engagement and ensuring high standards of service within the team.
Responsibilities
- Leading, coaching, and empowering the customer success team to be successful in their roles
- Assisting the team with designing and delivering engagement plans and business reviews for our customers
- Working with our key stakeholders to understand their priorities and how Auror can add value
- Taking ownership of pilot and rollout plans and ensuring we have the resources we need to deliver
- Partnering with Sales to understand the requirements of incoming customers
- Collaborating with other Customer Success Leads - ensuring we are thinking globally but acting locally in how we’re supporting our customers
- Working with Product to ensure successful roll-outs by sharing customer requirements, requests, and feedback on new product builds
- Being the escalation point for the customer success team
- Fostering a positive, inclusive team culture and participating in team development, including hiring, onboarding, career development, and performance management
- Striving to ensure continuous scalable improvements to customer success metrics, customer satisfaction (NPS), and internal processes and tools
Requirements
- A solid understanding of customer success fundamentals and what contributes to a successful customer journey
- Excellent leadership skills with experience in hiring, coaching, and mentoring high performing teams
- Strong collaboration, time-management, influencing and prioritization skills
- Experience developing strategic engagement plans for enterprise customers
- Have good problem solving skills with a natural affinity with technology and people. You enjoy tackling challenges and coming up with structured and strategic solutions
- Excellent active listening and communication skills - whether it be in person, on the phone, on instant messaging apps, video calls, email, or when writing guides for people
- Being a team player who flourishes in a fast paced, highly collaborative environment.
Benefits
- Competitive salary range: Depending on level of experience of $115K - $135K (PL3)
- Employee share scheme: You’ll own part of a company making a real difference!
- Flexibility: We are hard-working and outcome focused, but recognise there is more to life than work. We promote a healthy work/life blend.
- Shorter work weeks (at full pay): Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy.
- Focus on mental and physical health: We understand how vital our health is and have policies to support your wellness, including Wellness Days, and up to $500 USD, for expert sessions every year.
- Health Care Plan (Medical, Dental & Vision): Auror covers 100% of the cost of your individual health insurance plan with Anthem & Metlife.
- Family-friendly: We offer comprehensive paid parental leave - 12 weeks for birth parents and 6 weeks for non-birth parents following birth, adoption, or surrogacy, available to all Aurors from day one.
- Personal growth: We support our team to participate in courses, conferences, or events that will help them develop their skills.
- Team love: We have regular team lunches and social events where most (if not all) activities are during work hours.
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