Job Title: Enterprise Customer Success Manager

Location: London, Cardiff, Hybrid working

What is Sonovate

We are a lending and technology company with a clear vision: to be The Funding Platform for the Future of Work.

Our embedded payment solution empowers the new world of work. By offering flexible payments, it lets recruiters, consultants, and labor marketplaces place contractors and freelancers to unlock their cash flow to capitalize on the opportunities that flexible working provides. This means our customers can draw funds as and when they need them to pay their workers while waiting for end clients to pay them on their own terms.

Find out more about the story of Sonovate, check out our Culture Playbook, and here are some benefits if you were to join us!

The Opportunity

A core strategic and tactical focus for Sonovate over the next few years is the growth and retention of our existing customers. This is because a considerable portion of the revenue generation for Sonovate, c.85%, sits with our existing customers, thus the growth of our back book is essential to our future success. The plan is to acquire the relevant talent, and experience, to deliver this goal by working cross-functionally to achieve the best engagement and experience for our high-value customers. We are looking for an Enterprise Customer Success Manager to be part of our new Customer Success function. You will be a key member of our talented, ambitious, and commercial team; responsible for retaining and expanding customers proactively across all of Sonovate’s product offerings. While our technology is undergoing a market-shattering evolution, you will be delivering various tactical management and work requirements that are needed to make our customer’s a success, as well as mitigating risk, balancing service and operational delivery, and ultimately driving a return for Sonovate

Key Responsibilities

• Be the primary point of contact between Sonovate and a portfolio of customers of high value and varying complexity by working with all other relevant team members and other departments to deliver a positive outcome
• Effectively handle objections, manage complaints and escalations to provide the best result for the customer and Sonovate
• Maximize a customer’s experience and loyalty to the product by ensuring that they receive an engaging, professional, and understanding service characterized by accuracy and prompt resolution of queries or problems
• Work cross-functionally to devise creative solutions to risk, service, and growth.
• Directly engage the Sales, Underwriting, and On-boarding teams to understand the customer prior to them joining Sonovate and supporting the onboarding journey
• Carry out customer visits, and reviews and work to develop strategic relationships to support their business objectives
• Carry out surveys and audits of customers as deemed necessary and when authorized to do so
• Build reports and solutions for customers that deliver goals and revenue outcomes
• Provide in-depth evaluation of data and reports pertaining to your portfolio customers
• Monitor the performance of the customer’s sales ledger and control the risk to Sonovate taking appropriate action to mitigate perceived risks where necessary
• Work proactively with the Credit Control department to maximize ledger performance
• Work directly with Underwriting and Credit Risk to manage and control risks, and present agreed solutions to customers
• Obtain, where possible, new business leads to Sonovate from every possible source through customer referrals and advocacy across the Sonovate customer base
• Ensure customer fees are appropriate to current and future funding requirements, and renegotiate where applicable
• Exploit networking opportunities with customers and attend industry events to maintain knowledge on key development

Experience required:

• Past experience in portfolio management within an invoice finance/ABL, trade, or debt funding environment with proven delivery
• At least 5 years of relationship management experience, ideally within a senior capacity at some point
• Experience engaging and working with or supporting customers with a turnover in excess of £15M
• Proven experience in delivering customer-focused solutions based on finding innovative ways to improve the service delivered to customers
• Experience working within an environment of adoption of new processes/policies and/or consistent product change
• Experience working within a fintech with an understanding of process and/or end-to-end customer success journeys
• Proven ability to interpret complex financial accounts to identify both financial needs and manage portfolio risk
• Proven strong negotiating skills with the ability to defend pricing for the business whilst balancing service and profitability for the customer
• A comprehensive understanding of risk management and proven experience in ensuring own/others’ compliance with relevant regulatory processes

What will you get in return?

• 28 days holiday + bank holidays
• Private medical insurance with Bupa
• Employee Assistance Programme
• Techscheme with Apple and Currys PC World
• Cyclescheme
• Working with the latest technologies and leading SaaS providers
• Eye care vouchers with Specsavers
• 50% discounted gym membership
• 50% off mobile apps (Calm, Duolingo, Audible, Les Mills)
• 2 days of charity leave per year
• You’ll work for a company that is passionate about personal development and a strong community focussed culture

Sound interesting?

If your answer is ‘yes’ and you want to learn more, check out our Behaviours deck here.

We know that diverse teams are strong teams. We promote a diverse, inclusive, and empowering culture and are committed to recruiting, retaining, and developing all our employees

Please note: All successful applicants offered a role at Sonovate will be required to pass background screening checks before starting with us. These checks will include National ID Checks, Right to Work, Employment References, Adverse Financial History, Criminal Records, Global Sanctions, and Bankruptcy checks. Our Talent Acquisition team will be able to run you through these in detail at the early stage of your application.