Who are Benefex? 💚💜

We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the UK. We believe no one comes to work to do a bad job or be actively disengaged, and that technology is instrumental in providing an exceptional employee experience. We are striving to create seamless but tangible interactions between employers and employees, making work a rewarding place for every single one of us. To help us on our quest to be the best, we need brilliant people on board and that’s where you come in. 🚀

Why should you apply? 🌟

Learning: join one of our highest performing teams and learn from top Customer Success professionals, helping accelerate your CS career

Ownership: day to day ownership of your portfolio of customers

Impact: play a key role in giving our customers an exceptional experience and ensuring they get the most out of our products and solutions

Top 10 Employer, Sunday Times Best Places to Work Awards

Work for a profitable, fast-growing market leader in the online reward and benefits space

**Please note we are unable to offer visa sponsorship and require to people to be based in the UK or Ireland for this position**

Great benefits:

💰 £31,000-36,000

🤸 Flexible work – choose a working setup that works for you, our only ask is to see you once a month in the office and you must be based in the UK or Ireland.

✈️ 25 days holiday plus your local bank holidays

🎂 Your birthday off

❤️ Two half day wellbeing days

🩺 Healthcare cash plan to cover the costs of day to day healthcare

🧠 Employee Assistance Plan 24/7 365 support

🤒 Income Protection (75%) and life assurance (4x salary)

🤑 Pension scheme

💳 £50 monthly allowance to spend on whatever takes your fancy, your very own Benefex card will be topped up at the start of each month!

Role Overview 🚀

We are looking for a Customer Success Manager to act as a dedicated day-to-day contact for a portfolio of customers within our Key UK accounts team. You will work closely with a Customer Success Director on each account, the CSD will own the commercial and strategic elements of the account. You play a critical role in ensuring the customer gets the most value out of our products and services, has an exceptional experience with Benefex and picking up any day-to-day customer needs. This is a great opportunity to further your career in Customer Success.

Responsibilities 🤘

You will be responsible managing the day-to-day service relationship for the customer HR function and payroll teams.

You will be the dedicated contact for all customer representatives within a portfolio of customers.

Scheduling and conducting monthly SLA customer reviews.

Hold regular calls with customers to discuss service needs.

Be knowledgeable on the scheme designs for your portfolio and provide advice to the Employee Support Centre and Data Services team when needed.

Manage all ‘in-life’ escalations from customers.

Support with scheme training prior to enrolment periods.

Be involved in the handover of customer designs from Customer Success internal delivery and technical teams.

You will own service relating to your customers, including helpdesk support and data.

Help manage defect requests.

Be confident and able to feedback all metrics, concerns, findings, and issues to Customer Success Team Leader and Customer Success Director.

What are we looking for? 🔎

Experience working in Employee Benefits

Proven track record in customer success, or roles within a similar capacity such as account management, client services, customer services.

Excellent people skills.

Confident managing multiple stakeholders and requests from senior leadership.

Experience handling challenging customer situations and like to go above and beyond to ensure customer satisfaction.

Reliable and competent with a strong sense of ownership.

Proven problem-solving skills and ability to think on your feet.

Strong attention to detail.

Able to prioritise and plan accordingly.

Even if you don't meet all of the requirements for this role, we encourage you to apply! We are looking for talented and passionate individuals who are eager to learn and grow. We also offer a variety of other roles, so please check out our careers page to see if there is something else that might be a good fit for you.

Our interview process

✌ Benefex understands the need to have a fast and efficient process, the below will all be completed in the shortest time possible.

📞 Initial informal call with the Talent team

🧪 Online tests in numeracy and logical reasoning

⏳ Interview with the hiring manager and a member of the team

🤩 Final interview with the Director

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. We believe that diversity and inclusion are essential to our success, and we are proud to be an equal opportunity employer.