Overview/Summary
Quantios (formerly TrustQuay Viewpoint) are global leaders in technology for the trust and corporate services sector, offering a comprehensive range of entity management, client accounting, practice management, compliance, governance and workflow solutions to 35,000 operational users across 80+ jurisdictions. Serving more than 660 customers across Europe and Asia, the group’s customers span corporate services providers, trust administrators, PLCs, family offices, trust banks, lawyers and accounting firms.
Job Description:
- Lead and mentor a team of Service Managers, fostering a collaborative and high-performance environment.
- Oversee the quality of service and ensure that Service Managers are meeting or exceeding customer satisfaction and performance KPIs.
- Ensure consistency in the approach of post-implementation success and support, including by conducting regular reviews / audits of the accounts the team is responsible for.
- Act as an escalation point for critical issues and ensure swift and effective resolutions.
- Collaborate closely with the revenue team to align on account strategies, customer goals, and opportunities for expansion.
- Drive the team to identify and address potential risks, ensuring early intervention and remediation plans are implemented where necessary.
- Promote commercial awareness within the team, ensuring that each Service Manager is adept at identifying leads and driving new professional services engagements.
- Develop and manage team training programs to continuously improve performance, leveraging industry best practices like ITIL where appropriate.
- Encourage customer-centric thinking within the team, ensuring Service Managers are effectively the "voice of the customer" internally at Quantios.
- Monitor customer health, Net Promoter Scores (NPS), and Net Retention Rates (NRR) across the team and report progress to senior management.
Travel to offices and client sites in the UK, Channel Islands and overseas may be required.
Job Requirements:
- Proven experience in a leadership role within Customer Success, Service Management, or Account Management, preferably in a B2B Financial Services SaaS environment.
- Strong knowledge of customer success strategies, relationship management, and service delivery.
- Excellent communication and interpersonal skills with a customer-centric mindset.
- Ability to lead, coach, and inspire a team of Service Managers.
- Analytical mindset, capable of interpreting customer data and translating it into actionable insights.
- Demonstrated ability to handle escalated customer issues
- Prior experience in the Trust and Corporate Services industry is advantageous, though not required.
- Familiarity with industry standards such as ITIL, and experience reviewing contracts and managing commercial opportunities.
- Willingness to travel occasionally and work outside standard office hours to meet the needs of global customers.