Job Overview
Location
London
Job Type
Full-time
Category
Software Engineering
Date Posted
July 6, 2026
Full Job Description
đź“‹ Description
- • Manage a portfolio of customer firms, ensuring they feel informed, supported, and set up for long-term success through proactive relationship management
- • Own operational relationships with key firm teams, building trust and gaining deep understanding of each firm’s workflows, systems, and business objectives
- • Lead and resolve customer escalations with confidence, investigating complex issues and maintaining clear, consistent communication across customers and internal teams
- • Analyze systems, data, and operational workflows to identify root causes of recurring problems and drive effective, sustainable solutions
- • Act as the primary bridge between customer firms and internal teams including product, engineering, and operations to ensure alignment on priorities and delivery timelines
- • Identify opportunities to improve customer experience by enhancing UI usage, tool adoption, and process efficiency through training, workshops, and self-service resources
- • Monitor customer health metrics, sentiment trends, support ticket volume, and recurring issues to detect early warning signs and initiate preventive actions
- • Review and optimize operational workflows across customer engagements, sharing best practices and proposing smarter, scalable ways of working
- • Collaborate cross-functionally to implement improvements that reduce friction, increase adoption, and elevate overall customer satisfaction
- • Translate patterns and raw data into clear, actionable insights that inform product enhancements and operational changes
- • Balance multiple customer accounts, competing priorities, and dynamic deadlines in a fast-paced, high-growth environment
- • Proactively seek out ways to improve the customer experience without waiting for direction, demonstrating ownership and initiative
- • Contribute to a culture of continuous improvement by challenging the status quo and advocating for customer-centric changes
- • Maintain a deep understanding of fintech platforms, financial services operations, and technical integrations including APIs and data flows
- • Support the wider customer success team by sharing knowledge, mentoring peers, and contributing to team-wide process improvements
- • Ensure all customer interactions reflect Seccl’s commitment to transparency, collaboration, and excellence in embedded investment services
🎯 Requirements
- • Solid knowledge of fintech or adviser platforms and operational processes in financial services
- • Comfort with technical detail including systems, APIs, integrations, data, and operational workflows
- • Proven ability to handle escalations and solve complex, multi-layered customer problems
- • Strong analytical skills to turn data and trends into clear insights and practical recommendations
- • Excellent relationship-building skills with the ability to lead open and sometimes challenging conversations
- • High level of autonomy and comfort working in a fast-paced, ambiguous, rapidly scaling environment
🏖️ Benefits
- • Salary between £50,000 and £65,000, reviewed annually
- • 27 days holiday plus bank holidays, birthday off, and three days per year for dependant leave
- • 6% employer pension contribution and life assurance
- • Private medical insurance with AXA Health
- • £750 annual learning budget and up to £500 home office setup allowance
- • Access to Perkbox with flexi-points for discounts on coffee, gym, retail, and more
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Seccl Technology Limited
Seccl Technology Limited is an embedded investment platform providing comprehensive, API-first infrastructure designed for the future of investing. As part of the Octopus Group, Seccl empowers financial advisers, consolidators, adviser tech providers, neobanks, and established fintechs to create lightning-fast, paper-free, and scalable investment experiences. Their extensive suite of services includes accounts, custody, digital pensions, and portfolio management, all engineered for seamless integration. A testament to their robust capabilities is the successful migration of over 300,000 Monzo investment customers without issues, leveraging the proven Kraken technology. Seccl's cloud-native architecture supports rapid growth, currently powering 825,000 investors and processing millions of transactions monthly for diverse clients.
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