Senior Customer Success Executive
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
You will focus on building lasting relationships with client schools to drive customer satisfaction, and ensure the iFinance profile and utilisation is high across the school user base. You will identify training needs to ensure that the customer is getting the best value from the product, whilst also ensuring that the latest development items are known about and effectively rolled out.
As well as visiting customers, you may will be required to attend School Association and IT Exhibitions/Conferences. Lead generation is expected through networking with potential new clients and existing customers, which will be passed over to the New Business Team.
Through regular client communication, video calls, and on-site visits, you will help identify cross-sale opportunities and refer them over to the relevant team member.
take the lead to act as liaison with our partner AIQ to feed into their development plans and product roadmap as well as ensure our customer’s voice/feedback is represented to the IRIS Product Group and other relevant departments
Key Responsibilities
- To be the primary contact for your assigned client schools, ensuring regular communication and high levels of customer satisfaction.
- Deal with any customer enquiries concerns or complaints in a timely and professional manner, liaising with other departments as required in order to resolve to the customer’s satisfaction.
- To deliver professional presentations/demos demonstrating an excellent knowledge of iFinance and a degree of understanding of other IRIS related cross-sell and up-sell products
- Conduct on-site visits and online meetings to showcase product functionality and services. Ensure accurate post-meeting reports are shared with customers detailing the content of the meeting and any required actions are followed up in a timely manner.
- Work proactively with schools to maximise the investment opportunity in our solution and maximise the utilisation. This includes identifying functionality not currently available to them in their existing systems which could be of value and assisting with planning the adoption of Finance products within the school.
- Attend conferences, exhibitions, user groups and other events as required.
- Maintain an in-depth knowledge of our Finance solutions, as well as our Training, Installation, MIS, Support Services and our business in order to inform schools about system developments (features/functionality/products/services) and relevant company news, highlighting the value to them.
- Maintain accurate client records within Salesforce/HubSpot for all contact information and customer service actions.
- Ensuring smooth transitions for a customer from implementation handover to business as usual.
- Identifying training needs where appropriate and in some cases training plans for new users.
- Build trusted and lasting relationships with client schools to ensure retention of business.
- Act as the voice of the customer with internal departments and provide feedback on how iFinance can better serve our schools.
- Keep up to date with educational, market and competitor developments in order to speak with confidence and credibility in front of schools. Use this information to make sound commercial decisions.
- Undertake any other reasonable tasks or projects which support iSAMS business needs and are within the post holders’ capabilities.
Knowledge, Skills & Experience
- Preferably holds an undergraduate degree (or equivalent)
- A track record of customer retention and sales growth in a previous role and/or successful account management/customer relationship management experience of a Finance/SaaS product would be strongly advantageous.
- Previous experience of working in an account’s role demonstrating a sound knowledge of accounting terminology and principles is essential. An AAT qualification or equivalent is required. A higher accounting qualification would be desirable.
- Experience of working with a range of accounting packages is a must.
- Good commercial, people and influencing skills
- Strong communication skills and interpersonal skills with ability to build trust and rapport at all levels
- Ability to deliver excellent presentations at a professional level
- An advocate of technology and confident in the use of IT for business purposes
- Knowledge of school finance packages is advantageous
- Self-motivated team player who has fresh ideas when it comes to user adoption
- Experience of the education market is advantageous
- Confident using MS Office and Salesforce (the latter is advantageous)
- Current valid UK driving licence.
About IRIS
As one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.
IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.
Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance.
Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.
It’s vital these mission-critical functions work first time, every time.
That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time – so they can focus on productivity and growth.
IRIS is a company built on hiring the best people; our people are our greatest assets.
They enable us to be the innovative, market-leading, and high-performing company that we are today.
We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women.
These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.
IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.
This is why we work to create an environment where employees feel like they are part of a team.
Why work for IRIS?
The Benefits
Developing your career
We believe in creating a culture of engagement and reward to develop your potential and offer long-term career success. We do this by:
Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training.
Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values.
Offering regular training and development programmes tailored to each employee’s development needs and providing a commitment to a ‘learning culture’ which shares knowledge, best practice and our long-standing expertise between employees.
We’re committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys.
Our employees love the colleagues they work with. We promote a positive environment where our people feel comfortable, make friends and support each other.
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