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Head of Customer Success

THE COMPANY:

Fidel’s mission is to democratise access to consumer financial data, globally. We’re working to build a world where power and control of data shifts back to its creator - the consumer. Fidel makes transactional data accessible through a single access point so businesses can create web and mobile applications using real-time payment data. By linking customer payment cards to reward programmes, businesses like British Airways, Perkbox and Royal Bank of Canada are turning payments into loyalty. Fidel is backed by the U.K’s Technology Strategy Board (Innovate U.K.) and Horizons Ventures.


THE ROLE:

Group: Growth | Function: Head of Customer Success

Fidel offers the chance to join a fast-moving and growing team. As the first team member of the Customer Success team, you’ll be given licence to shape a critical business function, build Fidel’s customer success strategy (onboarding, support, services, adoption, advocacy, retention, etc.) and manage outcomes (renewals, up-sell, etc.). You’ll build out a global team of ambitious, customer driven contributors who are focused on making our customers widely successful. Championing client needs, you’ll grasp the opportunity to make a huge impact and improvement across Fidel, from product & customer experience, to operations to marketing.

Your mission will be to position us as an indispensable, long-term business partner for our clients, helping them to thrive. You will achieve this through:


ROLE RESPONSIBILITIES:

Client engagement: Maintain direct lines of communication with Fidel’s clients, attending business reviews, managing client escalations etc. Deliver on client satisfaction and enable them to succeed by paying close attention and acting on client feedback.

Drive revenue: Own Fidel’s client revenue target. Plan how targets will be met and executing on these plans. You will find ways to drive new revenue through cross-sell/upsell. You will also work with our Merchant Sourcing team to cross-sell offers and grow our CLO (Card-linked Offers) platform.

Leadership: Lead Customer Success objective setting, motivate the team, plan team capacity and client assignment and hire new team members.

Product improvement: Serve as the voice of our clients within Fidel by flagging client feedback and using customer analytics to measure product use and provide feedback to product team.  

Framework building: Lead the setup & improvement of the client success function for Fidel globally and bring about scalable processes & technical improvements.

Reporting: Measure all aspects of role and regularly provide status updates to leadership and company.


SKILLS:

Skills we’re hoping to see highlighted in your CV and application:

Client obsessed: Enterprise level experience and strong empathy for customers. You’ll maintain an active curiosity in all elements of Fidel's offering as they relate to customer  experience, working with team and peers to champion product/operational/service changes and boost customer satisfaction.

Revenue focused: Deep understanding of value drivers in recurring revenue business models. You'll be comfortable managing revenue targets and have a track record of delivering successfully, keeping the company up to speed with progress.

Team oriented: Hire, manage and develop team members at entry levels. You’re excited by the prospect of building and coaching a world class team and maximising their effectiveness.

Technological aptitude: Experience working with APIs, preferably in the payments industry. Technical curiosity and aptitude to learn and consult with customers about technical aspects of the product.

Analytical: Analytical and process-oriented mindset (identify trends, problems and suggest solutions). Also proficient in MS Excel!

Growth mindset: Enthusiastic with desire for continuous learning and improvement.

Bonus: Ability to speak French is an asset!


INTERVIEW PROCESS (Approximately 2 weeks):

1. Initial screen to see if we are the right fit for you and vice-versa
2. Interview with Team Lead
3. Share previous work examples
4. Final Interview with CEO & CTO
5. Feedback from interviews/job offer


OUR VALUES:

To be a great fit at Fidel, we look for individuals who share our values. We have over 15 nationalities in our growing team and speak 14 languages, making this an exciting and culturally enriching place to work. Check out the team and life at Fidel!

At Fidel, we don’t just accept difference - we celebrate it, we support it, and we thrive on it. We’re proud to be an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.

If you think you’d be a great fit, apply today!

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Or, know someone who would be a perfect fit? Let them know!

Benefits

We're committed to making Fidel a fantastic place to work and we go to great lengths to give you what you need to succeed. You’ll receive:

  • Share options - you are part of the Fidel’s success. So why not share the rewards
  • Unlimited leave
  • Flexible working - work from home or abroad when you need to
  • Vitality health insurance
  • Perkbox benefits scheme
  • A fully stocked kitchen with unlimited snacks & refreshments
  • Friday team lunch & drinks
  • Pension with Smart Pension (employer contribution 2% of base salary)
  • Dinner if you need to work late
  • Unlimited budget for any software or books you need


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