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Customer Success Lead

Permanent / Full Time

H2R Consulting are exclusively recruiting for Adminis. Adminis delivers technology-driven wealth solutions for wealth managers, fund managers, self-directed investment platforms, and wealthy private individuals and their families.

Adminis is in an exciting state of growth and expansion, resulting in them needing further staff. In particular they require a full time Customer Success Lead.

As they are growing Adminis are looking for someone who can help them successfully onboard new customers as well as ensure that the customers they have are receiving outstanding service.

The Customer Success Lead will assist with the onboarding of new clients (45%), ensuring existing customers are receiving the services they deserve (35%) and the sales process (20%). The successful candidate will be responsible for ensuring that delivery occurs and so you will be comfortable in co-ordinating other staff members to achieve success for the customer. The role is diverse, and you will find yourself involved in marketing, the sales process, AML compliance, IT delivery, and fund services operations.

You are an organised individual who can bring that organisation and strong customer focus to coordinate various teams. You have strong emotional intelligence and are comfortable in dealing with a diverse range of customers and team members.

Areas Adminis cover:

• Investment accounting and unit pricing
• Registry services
• Custodial Services
• Administration Services
• PIE fund compliance services

The Customer Success Lead reports to the Business Development Manager and will also have a close working relationship with the Head of Operations and Custody services.

Existing Clients interaction:

• Co-ordinate client meetings and take minutes / action items.
• Ensure that internal parties are achieving their action items.
• Co-ordinate metrics for all clients in terms of our service delivery performance.
• Run timetable for SLA reviews.
• Produce general client updates as well as updates on specific matters (tax timetable, audit timetable, etc).
• Act as a point of contact for any client query.

Sales Process:

• Assist with identifying sales prospects and co ordinating meetings with prospects.
• Create collateral for the sales process.
• Participate in presales meetings to get to know the needs of the prospect and to ensure that deliverables promised are tracked and on the work plan of the appropriate technology or operations team to deliver.

Skills and Experience (ideally):

• 5+ years’ experience within the financial services sector.
• Customer focused, with experience in being a champion of the customer within an organisation.
• Confident in dealing with a diverse range of prospects, customers and staff with the ability to deliver positive outcomes for clients.
• Superior communication and interpersonal skills, confident with facilitating meetings with key stakeholders/customers.
• Independent, incredibly well organised, self-directing and delivery focused – you will have the ability to not only prioritise and manage your own time efficiently, but also to coach others to deliver to expected outcomes.
• Excellent verbal and written communication skills.
• Effective negotiation and client management skills.
• Exposure to project manager methodology.

If this position sounds exciting, you have suitable experience, are in Wellington and have work rights, please contact Mike Healy ASAP.

A full JD and salary guidelines will be provided.

021337598 or

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