Allica Bank is looking for a Customer Success Team Leader to manage and develop a team of Customer Success Executives. Your core focus will be guiding the team to convert qualified leads into open and funded business current accounts for established SMEs, overseeing the full onboarding journey and collaborating across departments to deliver exemplary service.
What You'll Do
- Provide line management, capacity planning, pipeline management, coaching and development to a team of approximately five Customer Success Executives.
- Work to reduce friction and improve the experience in the customer onboarding journey by collaborating with Customer Due Diligence, operations, and product teams.
- Clearly communicate Allica’s value proposition to decision makers in customer SMEs.
- Support customers and prospects through the onboarding process to open current accounts and deliver a great customer experience.
- Be professional, courteous, and friendly as often the first Allica representative SMEs speak to, exhibiting company values.
- Proactively learn products and criteria to identify opportunities and become more efficient at engaging and qualifying prospects.
- Gain feedback from customers on potential future features and feed these into Product teams.
- Work with Growth, Marketing, and Data teams to feedback learnings from customer interactions to improve targeting and messaging.
- Deliver the business plan for the role and actively manage personal and team objectives and development plans.
- Work collaboratively with all areas of Allica to ensure a seamless and professional service is always provided.
- Comply with all mandatory policies and adhere to operational procedures to maintain internal controls.
What We're Looking For
- Managed and led a team either in person or remotely to successfully achieve KPIs relating to customer and colleague experience.
- General understanding of SME financial products (e.g., payments, lending, accounting, CRM).
- Proven track record in telephone-based lead generation with established SMEs (typically 5-250 employee firms), including business development from cold prospects.
- Excellent interpersonal and communication skills, with evidence of outperformance in similar roles.
- Ability to work collaboratively with specialist colleagues such as Relationship Managers, Operations, KYCB and underwriters.
- Proven track record of exceeding targets, providing excellent customer service, generating new income opportunities, and considering risk and reputation.
- Ability to understand SME financial accounts and associated information.
Nice to Have
- Specific expertise in business current accounts.
Team & Environment
You will lead a team of approximately five Customer Success Executives and report to Sales Managers of Customer Success.
Benefits & Compensation
- Full onboarding support and continued development opportunities
- Options for flexible working
- Regular social activities
- Pension contributions
- Discretionary bonus scheme
- Private health cover
- Life assurance
- Family friendly policies including enhanced Maternity & Paternity leave
Work Mode
This role is a hybrid position.
Allica Bank is a diverse team with all kinds of experiences, backgrounds and lifestyles. We are an equal opportunity employer.
