Offer summary

Qualifications:

Minimum 3 years of experience in customer success, sales, or product roles., Strong analytical and problem-solving skills with the ability to offer practical solutions., Excellent written and verbal communication skills, capable of simplifying complex concepts., High emotional intelligence and empathy, with a tech-savvy approach to learning new tools..

Key responsibilities:

Develop and maintain relationships with clients to ensure they feel supported and valued.

Deliver onboarding processes for new clients and provide timely analysis and reporting data.

Troubleshoot product issues and provide actionable solutions to clients and internal teams.

Identify opportunities for additional services to enhance client value and revenue.

Job description

About:

Did you know 11.5 million Britons have less than £100 in savings, and nearly 9 million of us are in serious

debt, with only around a third receiving help?

Did you know that 77% of people would like to save more into their pension, but aren’t sure of how much

they should save, or even how to go about increasing their savings?

Did you know that stopping pension contributions for only 5 years can reduce a person’s eventual

financial savings by 25%!

Our client is an impact-driven fintech with a mission to coach people to make good decisions about their

money, and with a passion to positively impact the lives of real people in the UK and beyond.

Their SaaS platform is sold to employers who offer it as an employee benefit. Since launching in 2021, impressive milestones have been achieved, which include a number of key logos coming on board, revenue growing every year, and creating a steady pipeline to continue achieving revenue expansion.

To continue capitalising on growth, they are now seeking a Customer Success representative to support

the growing client base.

Key Outcomes:

Maintain our client retention rate at 90% pa
Raise the revenue generated from existing clients by 10% pa
Grow the number of positive client reviews of our service on sources such as Trustpilot by 10% pa

Responsibilities:

Proactively develop relationships with our clients and ensure they feel supported and valued.
Ensure clients perceive Maji as adding value by providing timely analysis and reporting data.
Deliver Maji’s onboarding process for new clients.
Deliver prompt, accurate, and empathetic support to customers via email, chat, and phone.
Troubleshoot product or service issues and provide clear, actionable solutions for clients and internal stakeholders.
Identify patterns in customer feedback and collaborate with cross-functional teams (Product, Engineering, Sales) to address root causes.
Identify and communicate opportunities to support clients with additional services that will add value to them and revenue.
Develop and maintain deep knowledge of our product or service to become a go-to expert for both customers and internal stakeholders.
Suggest and implement process improvements to streamline support workflows and reduce customer effort.
Create and maintain internal documentation and customer-facing help content.
Act as a customer advocate in internal discussions, providing insights to help improve user experience and product design.
Support marketing efforts to develop a deep understanding of our product and drive new client conversions.

Requirements

Required Qualifications:

Experience running own business, working in a start-up or undertaking other entrepreneurial activity.
Minimum combined 3 years of experience in at least two different roles, such as customer success/or sales, and/or product.
Proven ability to analyze problems, think critically, and offer practical solutions.
Strong written and verbal communication skills, with an ability to simplify complex concepts for customers.
High degree of emotional intelligence, patience, and empathy when handling customer issues.
Comfortable working in a fast-paced environment and managing multiple priorities.
Tech-savvy and able to learn new tools, systems, and products quickly.

Preferred Qualifications:

Experience in a sales role or sales environment.
Experience working in a SAAS environment.
Experience using support platforms such as Zendesk, Intercom, Freshdesk, or HubSpot.
Familiarity with knowledge bases, support documentation, and/or self-service tools.
Experience contributing to product or support operations improvements.

What We’re Looking For:

Intelligence & Curiosity: You ask the right questions, connect the dots, and learn quickly.
Problem Solver: You enjoy challenges and don’t stop until you’ve found a solution.
Ownership Mindset: You take responsibility, are proactive, and follow through consistently.
Team Player: You work well with others and lift the team with your insights and attitude.