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Role: Client Success Coordinator
Location: Hybrid- circa 3 days office based (Gateshead) / Home based
Salary: £25,000
Hours- Monday- Friday office hours (35 hour working week)
Permanent opportunity
Fintech is growing and my client is right at the heart of the Fintech community.
My client is an award-winning growing company and never has there been a better time to join them. Based in the North East of England but with a global footprint they have great ambitions to be the ‘go to’ provider for Fintech & payment businesses across the globe. Already making waves, with a great set of clients in Europe, the US, Middle East and Singapore.
An innovate niche BPO providing a first line multi-lingual Customer Experience (CX) solution designed and delivered with Fintech businesses at heart. They are an extension to the businesses they support to offer dedicated customer support. They provide an omnichannel experience which includes voice, chat, email, AI/Chatbot, messaging and social media support. Their customer first solution is fully blended allowing their partners to select how best they want to interact with their customers.
Proven experience in a Project management role essential.
Role overview:
Key to exciting growth plan is a world class service. The Client Implementations Coordinator role provides a fantastic opportunity for an individual to join the team to leverage their already existing experience whilst gaining hands on experience supported by the Head of Customer Success and the wider team.
We are looking for an enthusiastic, organised, and motivated individual who really wants to come and make the role their own providing a fantastic service to customers. It’s important you can prioritise stay organised and take ownership of tasks and issues. Seeing things through until resolution. Strong communication skills are essential, and you’ll be able to easily build rapport with colleagues and customers.
Key responsibilities will include:
* Be the primary contact for all new clients being onboarded working closely with the client and the teams across the business to ensure the implementation project remains on course to meet agreed timelines.
* Take ownership of our new and existing client implementations, successfully managing multiple implementations concurrently.
* Liaise with key client contacts to manage project expectations and deliverables of implementation projects.
* Manage internal stakeholders to ensure they are delivering project outcomes to ensure successful implementation, including but not limited to, IT, Customer Experience, Sales, and Finance
* Review all client documentation to support implementations and post go live – providing timely feedback to clients and consolidation internal feedback.
* Act as a key point of contact when line manager is not available, responding to client queries and directing to appropriate internal team member to assist.
* Ownership of project documentation and supporting MI and data to feed back to clients and internal stakeholders
* Reviewing the operational workflow and suggesting process improvements where relevant
Key qualities & experience required include:
* Proven experience in a Project management role essential
* Client implementations experience desirable
* Excellent organisation skills - able to manage multiple projects simultaneously.
* High level of accuracy with meticulous attention to detail.
* A great communicator - able to build excellent relationships with customers and colleagues.
* Experience of the Fintech and/or Contact Centre sector would be an advantage.
* Competent use of Microsoft Office software, particularly Excel and Outlook
* Highly organised, able to prioritise and manage your workload.
* Calm under pressure with a willingness to find solutions when needed.
* A positive can-do attitude with a desire to learn new skills.
Job Types: Full-time, Permanent
Pay: From £25,000.00 per year