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About the Role
As Customer Success Team Lead, you will lead a team of approximately five Customer Success Executives to help qualified SME prospects onboard, converting leads into open, funded, and actively used Allica business current accounts. You will coach your team to have confident, consultative conversations with business owners, understanding their banking challenges, explaining Allica’s value proposition, and supporting their switch to Allica. You will be accountable for team performance and ensuring an excellent customer experience.
Responsibilities
- Provide line management, capacity planning, pipeline management, coaching, and development to Customer Success Executives.
- Coach team members to engage SME decision-makers confidently via telephone and email using a consultative approach.
- Collaborate with Customer Due Diligence, operations, and product teams to reduce friction and improve the customer onboarding journey.
- Support customers and prospects through the onboarding process to open current accounts and deliver a great customer experience.
- Gather feedback from customers and prospects on potential future features and relay this to Product teams.
- Provide learnings from customer interactions to Growth, Marketing, and Data teams to improve customer outcomes, targeting, segmentation, and messaging.
Requirements
- 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.
- Demonstrated 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.
- Experience working collaboratively with specialist teams such as Relationship Managers, Operations, KYC/CDD teams, and underwriters.
Skills
- General understanding of SME financial products (e.g., payments, lending, accounting, CRM).
- Specific expertise in business current accounts is ideal.
- Leadership and team management.
- Coaching and development.
- Consultative sales approach.
- Customer onboarding.
- Cross-functional collaboration.
Location
- UK
Work Type
- Flexible working
- Hybrid working
Experience Level
- Managed and led a team either in person or remotely to successfully achieve KPIs relating to customer and colleague experience.
Benefits
- 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
About the Company
- Allica is the UK’s fastest growing company and the fastest-growing financial technology (Fintech) firm ever.
- Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech.
- Established SMEs are the backbone of local communities, representing over a third of our economy, yet have been largely neglected by traditional and modern banks.
Equal Opportunity
- We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.