Customer Success Executive

Job Description:

Customer Success Executive

Join the Jonas FinTech Family which currently includes London & Zurich, Paygate Solutions and Power2SMS. They are well established within the Payments industry having been running for over 20 years and are on an upward curve in terms of growth and ambitions.

We Focus On Innovation

Our platforms have evolved into a powerful, cost-effective all-in-one solution for Bacs, Cards and International payment transactions.  We cover Online/Offline Card Payments, Bacs Data validation, Direct Debit management, Facilities Managed Bureau, Bacs process automation and consultancy solutions blended with two industry leading brands with great reputations. We’re not just a payments software supplier to our clients; we’re trusted experts working in partnership to keep payment security, efficiency and automation at the heart of their business.

We Aim For Excellence

With a visionary leadership team focussed on its core values we want to attract the best, retain and grow our people to fulfil their potential. Expectations are high but so is the reward and recognition, it’s a fast-paced working environment that requires its people to take accountability for their roles and assertiveness towards challenges.

All The Benefits Of An SME But The Security Of A Large Corporate

Jonas FinTech is part of the Jonas Software Operating Group within Constellation Software Inc. The Jonas Group are the leading provider of enterprise full-service software solutions to a number of vertical markets including the following hospitality focused industries:  Education, Foodservices, Leisure, Club, and Attractions.  Jonas has over 60,000 customers, in over 17 countries worldwide.   Jonas’ focus is on creating long term relationships with our customers and ensuring we meet and exceed their software and service needs.

POSITION:

As the Customer Success Lead you will be responsible for supporting our new customers with the adoption of our Direct Debit solutions to help them collect monthly revenues from their customers. Once they are onboarded you will be their Direct Debit expert, helping them move away from collecting revenue through cash, card or bank transfers. Direct Debit gives customers a predictable and forecastable way of collecting revenue whilst reducing the effort and work required to collect the funds. You will also work with existing customers identifying tools and solutions we offer that could enable them to become even more successful at Direct Debit collections. Finally, you will support the Sales Manager in reducing customer attrition through proactively identifying customers as risk of attrition before they contact us.

We are committed to offering flexible working arrangements and will consider both full-time and part-time candidates for this role.

JOB RESPONSIBILITIES:

Customer First:

• Foster an environment throughout the company where exceptional Customer Experience is standard practice

• Work with the implementations team to create a great Customer Onboarding process to wow the customers and improve the speed of onboarding

• Once onboarded, support customers through there journey of adopting Direct Debits helping them hit their Direct Debit collection aspirations

• Host weekly training webinars for customers to improve their knowledge of our systems and understanding of Direct Debit

• Work with the Marketing to improve customer journeys using Hubspot and other technologies

• Conduct two monthly customer interviews focussed on the ‘jobs to be done’ theory, then share the insight and learning around the business.

Sustaining Revenue:

• Establish and nurture strong working relationships with customers to enable their ongoing success in leveraging the London & Zurich systems

• Contact customers that are at risk of becoming attrition to understand what’s stopping them from deriving value from Direct Debit collections. Provide the necessary support and training to re-engage them in the value Direct Debit can bring to their business

• Own the ‘leaver’ request process, offering deals or training to retain the customers to achieve the annual attrition targets

• Work with the Sales Analyst to forecast the impact of attrition throughout the year so we understand the impact over the year vs forecast

• Be a key member of the team responsible for moving existing customers over to the new system being launched in 2024.

Growing Revenue:

• Identify customers that could be upsold new products and solutions through a targeted approach using a multi-touch contact strategy including marketing, calls, emails, webinars and website content

• Provide the training and awareness of new products and solutions that will help our customers become more successful at collecting direct debits

• Support the Sales Manager with Partner relationships, ensuring our Partners are boarding their customer base to London & Zurich

• Look for new revenue opportunities through identifying solutions, services or products we could offer that we don’t today.

Measurement and Action:

• The time it takes new onboarded customers to start using Direct Debit

• The time it takes for new customers to achieve there forecasted revenue

• Customer attrition % below the forecasted

• Penetration of new products and services into customer base

• Number of customers successfully upgraded to the new system.

This should describe you:

• Strong and Clear Written and verbal communication skills

• Strong empathy for customers and their success

• Desire for committing, over-delivering and following up with customers to make sure they’re successful

• Problem-solving and analysing data to gain clear insights to improve customer success

• Managing your work and collaboration in a highly organized and proactive fashion

• Communicating brand/products effectively and clearly to the market and internal customers

• Keen desire and commitment to learning new skills and technologies - your ethos is 'you never stop learning'.

The following experience is relevant to us:

• Proven experience in environments with a preference for customer success & account management

• Experience in building and maintaining strong relationships with customers

• A great track record of mitigating customer churn

• Experienced with online tools (e.g: Google docs, sheets, Trello, Zoom, HubSpot/Infusionsoft CRM systems)

• Experience working closely with other functions like Marketing, Sales, and Product

• History of meeting and exceeding customer expectations

• Excellent communication, organisational, and analytical skills, a great listener

• Extremely comfortable engaging with customers to ensure their success

• Experience working with a team across multiple disciplines.

WHY JONAS SOFTWARE?

• Be part of a dynamic and innovative global organisation

• Competitive compensation and benefits package

• Opportunities for career growth within our expansive portfolio

• Join a collaborative environment that champions diversity, equity, and inclusion, creating a space where everyone can excel.

WHAT OUR EMPLOYEES SAY ABOUT US

See what our employees say about us in the highlights video from our Jonas Annual Business Awards 2023  https://www.jonassoftware.co.uk/insights and our ‘Every Person Matters’ video from our Jonas Annual Business Awards 2024 https://www.jonassoftware.co.uk/why-jonas/people-culture/

ADDITIONAL INFORMATION

LOCATION

• Remote working

• The position is based in the UK.

BENEFITS

• 25 days annual leave

• 10 days rolling sick plan, including extended illness pay

• Pension 5% EE and 4% ER (increases after 3 years to a max of 6%)

• Life Assurance 4x base salary

• Private Health Insurance

• Option to join the CSI Employee Share Purchase Scheme

• Personal Travel Insurance

• Cycle to Work scheme

• Electric/Hybrid Vehicle scheme

• Discounted gym membership

• Discounted high street retailer scheme.

MUCH MORE THAN A BENEFIT

• Internal Learning & Development programmes 

• Internal Mentor programme

• Employee Assistance Program (EAP) and Mental Health First Aiders to support you

• Jonas Europe & Jonas Global networking events (JABAs, GROW, JSA). Join communities, build networks and collaborate with your colleagues across the Global Group.

OUR DEIB COMMITMENT

Our people define us and, at Jonas, we believe that diversity in all its forms enriches our organisation and drives innovation. We actively seek to create an environment where all employees feel valued, heard, and empowered to contribute their best work. We do not discriminate on the basis of any protected characteristic and are dedicated to providing equal opportunities for all. Come and be part of a team where your unique background and experiences are celebrated!

We strongly encourage applications from candidates of all backgrounds, including those from underrepresented groups such as women, ethnic minorities, people with disabilities, and LGBTQ+ individuals and we are committed to creating an interview and hiring process that is accessible and inclusive for everyone.

FLEX WORKS CULTURE

Here at Jonas Software UK & Europe, we see flexibility as a game-changer. We truly believe that working flexibly together helps to increase our innovation, growth and productivity, as well as supports our employees’ wellbeing and helps to provide great places to work.
 
For most roles, the following types of flexibility are usually possible: working location, number of hours/days worked, different start and finishing times, flexible lunch break arrangements, agreed core hours, flexible hours, an element of working from home, compressed hours. 
 
Many of our employees work flexibly in many different ways, including part-time. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking.
 

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Company Site:

www.paygate.uk

More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.  Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

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