Customer Success Team Leader

📋 Description

• • Allica Bank is on a mission to serve established Small and Medium-sized Enterprises (SMEs), a segment historically underserved by traditional banks and fintechs. As the UK's fastest-growing company and the fastest-growing fintech firm ever, Allica is revolutionizing business banking by offering a rewarding current account with market-leading rates, no monthly fees, and dedicated relationship management.
• • This pivotal role as Customer Success Team Leader is central to Allica's growth strategy, focusing on ensuring that a maximum number of established SMEs can successfully open and actively use an Allica business current account. You will lead a team of approximately five Customer Success Executives, guiding them to convert qualified leads into open and funded accounts.
• • Your team will engage with new-to-bank customers generated through digital and marketing channels, providing an assisted onboarding journey. This involves identifying opportunities, engaging customers via telephone and email, and expertly navigating them through the process of switching to Allica.
• • The ultimate objective is to deliver live, actively used accounts for new Allica customers within our target segment of established SMEs (actively trading businesses with £50k+ cash balances).
• • As a Team Leader, you will be directly responsible for the performance and success of your team, ensuring they achieve their targets for converting leads into funded accounts. This includes fostering a culture of excellent customer engagement, where conversations focus on understanding existing banking pain points and effectively demonstrating how Allica can meet these needs.
• • You will be accountable for the team's input and performance across the entire end-to-end onboarding journey, ensuring every customer receives a consistently excellent and seamless onboarding experience that leaves a strong first impression of Allica Bank.
• • Collaboration is key to this role. You will work closely with various internal departments, including Relationship Management, Product, Marketing, and Operations, to guarantee that prospective customers receive exemplary service and a positive introduction to Allica.
• • The ideal candidate will be highly confident and adept at remote sales to SMEs via telephone. A strong aptitude for people management, stakeholder engagement, and a clear focus on customer outcomes, performance delivery, and value creation are essential.
• • Principal Accountabilities include providing line management, capacity planning, pipeline management, coaching, and development to Customer Success Executives. This involves conducting regular performance reviews, development meetings, and implementing necessary interventions to support team growth and success.
• • You will collaborate closely with Customer Due Diligence, operations leaders, and product teams to identify and implement improvements that reduce friction and enhance the customer onboarding experience.
• • A core responsibility is to clearly and effectively communicate Allica’s unique value proposition to decision-makers within prospective SME clients.
• • You will develop a deep understanding of Allica's onboarding process and requirements, providing expert support to customers and prospects throughout their journey to opening a current account.
• • As often being the first point of contact for SMEs, you will consistently embody Allica's values of being Straightforward, demonstrating Integrity, fostering Collaboration, and driving Delivery, always maintaining a professional, courteous, and friendly demeanor.
• • Continuous learning about Allica's products and criteria is expected, enabling you to identify opportunities and become increasingly efficient and effective in engaging and qualifying prospects through to successful onboarding.
• • You will play a crucial role in gathering feedback from customers and prospects regarding their banking needs and desired future features, channeling this valuable insight directly to the Product teams.
• • Working alongside Growth, Marketing, and Data teams, you will share learnings from customer interactions to help refine customer outcomes, targeting, segmentation, and messaging strategies.
• • You will be responsible for delivering your role's business plan, actively managing your own objectives and personal development plan, as well as those of your team.
• • You will represent Allica with pride, ensuring excellent service delivery for SME customers, prospects, and advisors, making your colleagues proud to work alongside you.
• • You will foster strong, collaborative working relationships across all areas of Allica to ensure a seamless and professional service is always provided.
• • Adherence to all mandatory policies and operational procedures is required to maintain internal controls and compliance.