Description
Hybrid: 2 days per week in-office
In 2002, we became the first insurance comparison site. Our purpose? To make the process of sorting your insurance, utilities or personal finances as easy as possible.
We’re part of RVU. A group of online brands that include Uswitch, Tempcover and money.co.uk. As a group, we use our shared knowledge to empower people, and help them make decisions confidently across a range of household services.
Confused.com is at the cutting edge of the FinTech industry, so we’re always looking for extraordinary talent. If you love what you do, get in touch today!
About the role:
The Customer Success Manager will play a crucial role in ensuring the successful adoption and ongoing use of Insight by Confused.com solutions by our valued clients. This position requires a blend of technical expertise, strong communication skills, and a customer-centric approach. You will be responsible for the technical onboarding of new clients, configuring and supporting our product suite, and providing ongoing technical support. You will also collaborate with Account Managers, product, engineering and analyst teams to deliver exceptional service and drive client success.
About Insight by Confused.com:
Insight by Confused.com is a dynamic B2B arm of Confused.com, providing data and analytics solutions to partners in the insurance industry. We empower our partners with actionable insights to optimise their operations, improve customer experience, and drive business growth.
What you'll be doing:
* Client Onboarding:
* Manage the technical onboarding process for new clients, ensuring smooth implementation of Insight by Confused.com solutions.
* Provide technical guidance and support during initial setup and integration.
* Conduct training sessions to educate clients on product functionality and best practices.
* Product Configuration and Support:
o Configure and customise Insight by Confused.com products to meet specific client requirements.
o Troubleshoot and resolve day-to-day technical issues reported by clients.
o Provide timely and accurate responses to client inquiries related to product features, APIs, and data delivery.
* Account Management Collaboration:
o Partner with Account Managers in pre-sales meetings to provide technical expertise and solution demonstrations.
o Attend post-sales client meetings to address technical concerns and support ongoing product usage.
o Contribute to client success plans by identifying technical opportunities to enhance their use of Insight by Confused.com solutions.
* Data Requests and Analysis Support:
o Understand client data needs and translate them into custom data requests.
o Collaborate with data engineers to fulfill complex data requests and ensure accurate delivery.
o Support Analysts in preparing and presenting data-driven insights to clients.
What we're looking for
Experience:
Essential Criteria:
* Proven experience in a technical support, implementation, or technical account management role.
* Comfortable with interrogating large data sets.
* Analytical mindset
* Excellent problem-solving and troubleshooting skills.
* Ability to communicate complex technical information clearly and concisely to both technical and non-technical audiences.
* Strong customer service orientation and a passion for client success.
* Ability to work autonomously and prioritise and manage workload
Desirable Criteria:
* Knowledge of the the insurance industry and Insurance pricing
* Experience with ticketing systems (eg Devops, Jira) and data querying systems (eg SSMS, Databricks)
* Some understanding of data transfer mechanisms (eg SFTP, API)
Our commitment to you:
At RVU, we are dedicated to developing valuable, inclusive, and user-friendly products and services that deliver positive outcomes for all of our customers. To achieve this it’s essential that our teams reflect the diverse range of people in our community. We believe in being the change we wish to see in the world, by embracing our differences and holding ourselves accountable to being open and inclusive teammates and wider community members.
What we offer
We want to give you a great work environment, support your growth both personally and professionally, and provide benefits that make your time at RVU even more enjoyable. Here are some of the benefits you can look forward to:
* 10% discretionary yearly bonus and yearly pay reviews (based on RVU and personal performance)
* A hybrid working approach with 2 in-office days per week and up to 22 working days per year to “work from anywhere”
* Employer matching pension contributions up to 7.5%
* A one-off £300 “Work from Home” budget to help contribute towards a great work environment at home
* Excellent maternity, paternity, shared parental and adoption leave policy, for those key moments in your life
* 25 days holiday (increasing to 30 days) + 2 days “My Time” per year
* Private medical cover, critical illness cover, dental plans and employee assistance programme
* Free gym access
* Employee discounts programme
* A healthy learning and training budget to support your development
* Electric vehicle and cycle to work schemes
* Regular events - from team socials to company-wide events with insightful external speakers, we want to make sure our colleagues continue to feel connected
*As a tech company who strives to get better every day, we use Metaview during the interview processes for note taking purposes. This records and transcribes interviews so the interviewer can fully focus on your conversation, rather than writing. This has no bearing on the assessment of you as a candidate and you can opt out at any time. Just let us know.
At RVU we combine the close-knit and agile environment of a startup, with the know-how, technology and backing of a well-established company.
Our mission is to empower people to make confident decisions. With our unique set of brands, including Uswitch, Confused.com, money.co.uk, Tempcover and Mojo Mortgages, we have the power to reach millions of consumers and the technology to deliver a world class online experience for them.
Our culture
Our culture is driven by innovation, collaboration, and a relentless focus on creating real value for our customers. With an experimentation mindset, we challenge the status quo, push boundaries, and embrace continuous learning to stay ahead. Our diverse teams are made up of brilliant people who uplift each other and work together to tackle complex problems. We work with a balance of rigour and urgency so we can learn fast and adapt to change quickly. We are a company where growth knows no limits, and where every person is empowered to make an extraordinary impact. Check out our Life At RVU page to get a further glimpse into our culture.
*We use Metaview during the interview processes for note taking purposes. This records and transcribes interviews so the interviewer can fully focus on your conversation, rather than writing. This has no bearing on the assessment of you as a candidate and you can opt out at any time. Just let us know.