Customer Success Administrator
Encompass Corporation, United Kingdom
Job Description
Encompass is the creator of Know Your Customer (KYC) automation for major financial and professional service firms globally. It is a provider of simultaneous, real-time access to multiple sources of global company and person data. By using robotic search to discover everything a KYC policy demands, encompass delivers more efficient processes and faster, safer regulatory compliance, resulting in lower costs and superior risk management.
With offices in Sydney, Glasgow, London and Singapore, we are a rapidly growing international company offering a chance to be part of our success - read on if you think you’re up for the challenge.
In this role, you will support the Customer Success team in reporting on customer metrics related to their ongoing use of the Encompass platform. The opportunity will include building and standardising on effective reporting processes and tools used within Encompass. You will be responsible for weekly and monthly reporting on multiple customer success metrics including their overall usage of the platform and renewals. Industry best practices metrics also include reporting on health and satisfaction scores and your role will be key in identifying and reporting on these metrics.
You will also have an opportunity to coordinate with multiple internal teams including Encompass’ Contract team to ensure customer agreements are recorded correctly and setting up timetables for upcoming customer renewals. You will also work closely with the Product team to ensure new customer accounts are set up within Encompass’ customer tracking tools. Other groups you will work with include the Marketing team to coordinate external release notes and set up customer campaigns for new releases as well as the Senior Management team to provide actionable management reports.
This role will also require some direct Customer management for Encompass’s low touch Customer Accounts. As part of this, you will be expected to maintain regular contact with these customers, manage user access, report feedback, and assist with customer queries. There may be some opportunity for progression to assist with other customers and progress further within the Customer Success Team at Encompass.
Responsibilities and duties
This means, day to day you will:
- Develop weekly amp; monthly reports for management team and Customers
- Identify upcoming Customer renewals and inform Customer Success Managers as relevant
- Maintain Customer records, with reference to specific Customer Agreements
- Coordinate with relevant internal teams to set up new Customers using Encompass’ tracking tools
- Manage Encompass’s low touch Customer Accounts and maintain regular contact with key stakeholders
Requirements
- Excellent written and verbal communication skills
- Outstanding problem-solving skills
- The ability to be highly detail-oriented
- The ability to quickly learn new concepts and technologies
- The ability to gather and document requirements accurately, clearly and efficiently
- Excellent Microsoft Office package expertise (Microsoft Excel in particular)
- The ability to prioritise your workload effectively is vital as you will work on different tasks simultaneously
- An awareness and understanding of KYC / AML would be beneficial to understand our customer’s challenges and the value we offer
- Experience of direct Customer engagement (Marketing or otherwise) would be desirable but not essential
- Experience of using Confluence or similar tools would be desirable but not essential
Benefits
We offer a rewarding and challenging place to work, a transparent and collaborative culture and a well rounded benefits package. Below are some of what we currently offer:
- Participation in our industry leading share options scheme
- Company wide bonus
- Staff pension plan
- We expect to announce our post-COVID hybrid flexible-first working policy in the coming weeks
- Lamp;D budget for all members of staff
- Udemy license for all members of staff to support learning and career development
- Enhanced annual, personal and parental leave schemes
- Paid volunteering leave programme
- Employer recognition and employee assistance programmes