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OUR CLAN

DirectID is growing fast and thoughtfully. We are a remote first organisation and have been recognised as one of Scotland’s top 10 most flexible employers. We know we're not just building world-class products but also a world-class team and a set of sustainable development practices that will continue to deliver value as we scale.

We believe that the best work comes from cross-functional, self-organising, and diverse teams that take ownership of their processes and practices. You will be trusted to make things happen.

Our people set us apart and these are some of the words they use to describe our culture: Flexible, Fast, Compassionate, Potential, Professional, Fun.

Our values have grown organically through our behaviours and outcomes, driving everything we do We’re a Clan, With one Shared Vision, For our Customers and Brave at Heart.

About the team

DirectID Customer Success Managers are ultimately responsible for the complete post-sales lifecycle of our customers, and through your knowledge, customers will derive maximum value from their projects/platform use, leading to project success, retention, and renewal.

Few roles provide such a direct impact on the growth of the company.

Responsibilities:

As a Customer Success Manager, you will serve as a trusted advisor to customers, ensuring they maximize the value they receive from DirectID. You will collaborate with various teams, engaging in product and technical discussions, while advocating for customers internally. Your responsibilities will include leading customer engagement and growth, building relationships with senior executives, articulating customer use cases, and driving overall account health. Strong relationship-building skills, business acumen, technical expertise, and a track record of achieving targets are essential for success in this role.

• Serve as a trusted advisor, deeply understanding customers' businesses and needs to maximize their value from DirectID.
• Collaborate with cross-functional teams, engaging in product, payments, and technical discussions at multiple organizational levels
• Lead customer engagement, retention, and growth, identifying opportunities and driving business outcomes
• Foster relationships with senior executives, articulate customer use cases, and advocate for customers internally.

Requirements

• You have enthusiastic business ethic, a service-oriented ethos and the talent to forge strong connections
• Confidence and ability to engage at senior levels of businesses on a range of topics, converting into viable business development opportunities
• Proven credibility building respect with clients when talking about solutions, commercial structures, change management and benefits to the solutions
• Clear analytical thinker and problem solver with an ability to use the data available to develop fresh insights and ideas
• Great attention to detail

• Focuses on priorities to drive business performance
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Communicates with colleagues effectively by listening and sharing information
• Consults and briefs others regularly, ensuring full understanding is achieved
• Handles difficult situations confidently and removes restrictions to communication
• Demonstrable account management or customer success experience, or equivalent industry experience
• You have solid written, communication and presentation skills
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
• Provide customers’ feedback to the product and engineering team to help develop the product even further while keeping the customers front of mind
• Open Banking industry knowledge would be beneficial but not compulsory

Benefits

• Remote first work from anywhere.
• £45,000 - £48,500 gross/pension/EMI share scheme.
• Continuous Professional Development budget (CPD).
• Uncapped bike to work scheme.
• Monthly recharge time.
• Clan events and workshops from Christmas parties in Scotland to Team Building in Spain
• Generous holiday allowance of 33 days inclusive (we will insist you take it!). 
• Home working contribution to set up (get comfy we want you to stay)  
• Ask us about our flexible working policy