To act as the subject matter expert in the organisation for the onboarding, adoption, retention and growth of Tram.

Responsibility for owning and constantly improving the Tram onboarding playbook, training the CSM team on how to leverage the playbook and optimise time to value.

To drive retention and annual recurring revenue growth of Tram across the Dynamic Planner customer base by driving value across accounts.

Develop and execute on the Customer Success management strategy for Tram within Dynamic Planner.

Act as a subject matter expert for the Tram service, providing training and guidance to teams across the organisation.

Represent the voice of the customer which will feed into the Executive Management Team, contributing to the strategy of the business alongside peers representing all other functional areas. Providing key metrics and insights to inform strategy, client management and product decisions.

Align with customers on their success criteria and work closely with implementation managers and internal teams to ensure all contractual requirements are delivered with high client engagement. Identify opportunities where client projects can drive additional revenue.

Execute the adoption and advocacy plan for Tram customers, monitor the success, and report back to the business, maximising the success of the service.

Review and track BI/MI on usage to identify trends, demonstrated value, improve adoption and reduce churn.

Identify opportunities for new features and to drive stickiness and growth of the business.

Work closely with Product Team colleagues to understand product pipeline and prepare client adoption and roll out plans.

• Onboarding success
• Adoption success
• Churn/attrition rate metrics
• Revenue growth
• Customer satisfaction – adviser firms
• Customer satisfaction – end customers

• Manager, Customer Success
• Customer Success Director
• Marketing Director
• Business Development Director
• CSM Team
• Product Team
• Support Team

• Background of working within a financial advisory or wealth management business with a solid understanding of the advice process would be highly beneficial
• Proven track record of working within a fintech/wealthtech B2B/B2B2C SaaS organisation would be highly beneficial
• Knowledge and understanding of financial planning tools, front office and back-office systems would be highly beneficial
• Account Management experience would be highly beneficial
• A working knowledge of Dynamic Planner solutions would be highly beneficial
• Managed the rollout and adoption of software solutions across organisations would be preferable
• Deep understanding of technology solutions in relationship management and the value it brings in maximising resource in a fast growing organisation
• Experience of successfully implementing value based upselling methodology in major accounts
• Highly professional consulting-led skills to C-Level executives and at multiple levels within an organisation, building consensus to the ongoing relationship to support sales & account engagement
• Excellent communication/influencing skills
• Excellent presentational skills to clients and larger audiences at seminars and conferences
• Excellent written skills – the experience and ability to write clear and compelling responses to executive level requests
• Ability to build a consensus internally around multi-faceted change requests from large clients including; technology, product, investment services, project management, finance and legal
• Ability to negotiate contracts with legal support where required
• Key competencies: Information gathering, communication skills (written and oral) decisiveness, leadership, empathy