intelliflo is a global business that welcomes bold ideas and all points of view. Doing what matters inspires us, and we believe that we grow best – as people and businesses - by working together and always striving to get better without fearing failure.
We’re not looking for a ‘culture fit’. We want you to bring your unique skills and perspectives and add to our culture, not conform to it. This isn’t about finding the person who fits in; we want people who stand out.
Who is intelliflo?
Sound financial advice has the power to transform lives and should be accessible to the many, not the few. intelliflo widens access to financial advice through leading technology that powers the advisory experience.
We use open software architectures and unmatched industry experience to simplify a complex digital landscape and help advisors flourish and grow. Our solutions support over 30,000 financial advisors globally, who represent over three million households with over USD 1 trillion assets.
intelliflo operates independently under its own brand as a wholly owned subsidiary of Invesco, a global leader in the asset management industry.
Your Role:
We are seeking an experienced and highly motivated Senior Customer Success Manager to join our dynamic and growing team. In this role you will work collaboratively with the Customer Teams, managing and nurturing relationships with our customers. Your primary objective will be to ensure the successful adoption of, and ongoing satisfaction with, our software solutions within our valued client base, enabling them to derive greater value from their investment in intelliflo services. You will drive the identification, design and delivery of effective adoption strategies and deployments that will help us deliver revenue growth, reduced churn and retention.
What you will be doing:
To own, drive and manage programmes of adoption and improvement for intelliflo’s strategic customers in key functional and new service areas to derive a greater level of value. These programmes will pertain to, but not be limited to, the following areas: Client data, Valuations , Income, Document Designer, Workflow ,Personal finance portal, Cashflow planning, General Best Practice
Build key stakeholder relationships with customers and have input into the governance of these relationships.
Work collaboratively with the customer teams, to deliver an exceptional customer experience with a focus on delivering to desired customer outcomes.
Develop an understanding of how customers operate from a process and adoption perspective and utilise intelliflo e-adviser and health data to be proactive and personalised in your approach with customers, ensuring high customer satisfaction and retention.
Keep up to date with all product enhancements, and using your customer knowledge, inform customers of impactful/beneficial releases on an ongoing basis, giving applicable advice and guidance on adoption of functionality.
Produce quality communication, content and events for specific customers or as part of a one-to-many approach, to drive adoption and best practice use of intelliflo solutions.
Work in a consultative manner with customers, using your expertise and knowledge of intelliflo solutions and wider understanding of processes and practices within other strategic businesses.
Use data analytics to identify intelliflo and customer behaviours that reduce churn, increase retention and increase upsell and cross-selling to customers. Help identify and deliver strategies which benefit both the customer and intelliflo.
Continually look for opportunities for improvement both within the Customer Success area and in the wider Intelliflo company.
Advocate for customers internally, providing feedback and insights to cross-functional teams.
Identify product improvement opportunities driven from your insight of Customer Success and feed them into the Product Management process with business cases to drive product change.
Play an active role in new Customer Onboarding to ensure a successful launch and adoption of intelliflo for the customer, and a seamless transition from sales to implementation.
Stay up to date with industry trends, regulations, and changes within the financial services sector to better understand customers' challenges and align our solutions accordingly.
What you will bring:
Experience within financial services institutions
Deep understanding of intelliflo products and services
Customer Success and/or relationship management experience
Numeracy/data rationality/decision making
Innovation
Planning and organizational skills
Time Management skills
Influencing & developing relationships
Communication Skills (written and verbal)
intelliflo’s workplace model is designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection when possible. Most teams within our England office work 1-day a week in the office, however, most of our teams within the United States and India operate in a remote working pattern. Certain limitations apply. Please consult with your Talent Acquisition contact during the interviewing process.
What’s in it for you?
intelliflo offers industry-leading Total Rewards that help you thrive – in and out of the office, including competitive pay, retirement savings plans, generous health and wellness benefits, and much more.
Our commitment to diversity, equality, and inclusion
Our aspiration is for our workforce to continually reflect the diversity of people and perspectives in today’s evolving society, which we believe is fundamental to our efforts to widen access to financial advice. intelliflo is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity for all job applicants and employees. Individuals seeking employment at intelliflo are considered without regards to race, religion, color, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, military or veteran status; or any other characteristic protected by applicable laws.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.