Customer Success Manager in Fleet

Overview/Summary  

Quantios (formerly TrustQuay Viewpoint) are global leaders in technology for the trust and corporate services sector, offering a comprehensive range of entity management, client accounting, practice management, compliance, governance and workflow solutions to 35,000 operational users across 80+ jurisdictions.

Serving more than 660 customers across Europe and Asia, the group's customers span corporate services providers, trust administrators, PLCs, family offices, trust banks, lawyers and accounting firms. 

We are hiring for Customer Success Manager based in Fleet, Hampshire (Hybrid working 1-2 days a week in office). 

The role will come with a competitive salary and benefits package including 25 days holiday plus bank holidays, company bonus, pension, private medical, life assurance, income protection and more.

Job Descriptions:

• Provide best practice guidance to customers that initially delivers a rapid and safe implementation and in the longer term enables them to derive maximum value from their Quantios investment. 

• Bring your knowledge of accounting fundamentals when implementing Quantios Core. 

• Guide and lead customers, gather and clearly document requirements, coordinate milestones, and be involved in the tasks and activities to deliver upon the identified requirements to the product capability. 

• Grow overall satisfaction among our customer-base, conduct reviews of their use of Quantios products to ensure they are maximising the benefit/value from what the product has to offer and encourage adoption of newer capabilities. 

• Work with pre-sales team to establish the likely effort and definition of the project and contribute to the playbook of steps required to transition the customer to live use of the Quantios product. 

• Jointly work with internal stakeholders from Customer Services, Professional services, Learning Academy, Sales, Product and Account Management. 

• Undertake and work closely with customers delivering ad 'hoc consultancy services to deploy additional modules or functional capabilities within the product or conducting health checks. 

• Self-manage personal workload of issues against agreements, timelines and business impact and Contribute towards the Customer Success KPI and targets as part of the teams' objectives 

Job Requirements:

• Possessing a unique blend of IT expertise, coupled with a background/industry in Finance or Accounting, would be a great advantage. 

• Knowledge in Principle of Accounts 

• 1 - 2 years' experience of providing customer success within the business or as a software vendor with hands on experience with Microsoft Dynamics 365 Business Central or similar preferred 

• Excellent customer happiness skills. Able to confidently lead conversations, train, demonstrate empathy, set appropriate expectations, and handle shifting workload priorities and tasks with the needs of the customer in mind. 

• Excellent problem-solving skills, including attention to detail, a pragmatic approach and the ability to identify multiple options and recommend preferred solutions. 

• Excellent interpersonal and communication skills (both written and oral) to enable effective management of customer expectations in a professional, methodical and mature manner capable of liaising effectively between technical teams and financial professionals. 

• Advanced experience and demonstrated knowledge Microsoft Office suite and Microsoft Technologies (MS SharePoint, Power Platform, Visio). 

• Solid understanding of the business environment in which we operate (Trust Admin, Co-Sec and fund Admin) and eagerness to understand and assess market developments would be an advantage  

• Process orientated – demonstrated ability to develop repeatable processes or improve existing processes. 

Travel to offices and client sites in the UK, Channel Islands and overseas may be required.