Encompass is the creator of Know Your Customer (KYC) automation for major financial and professional service firms globally. It is a provider of simultaneous, real-time access to multiple sources of global company and person data. By using robotic search to discover everything a KYC policy demands, Encompass delivers more efficient processes and faster, safer regulatory compliance, resulting in lower costs and superior risk management.
At Encompass we believe that the best decisions are made when people understand the full picture. Our team created a new way to automatically search, review and manage information from public registries, premium data sources and a growing range of trusted KYC data streams across the world. Today we have offices in Glasgow, London, Sydney and Singapore with a rapidly expanding global team.
About the role
Encompass are looking for an enthusiastic and client-driven Customer Success Manager to join our team in the Sydney office. You will report directly to the Head of Customer Success and be an integral part of our customers journey to ensure they continue to realise value from their investment in our solutions.
The Customer Success Manager plays a pivotal role in helping our customers to widely adopt and continually drive business value from Encompass, with responsibility for the on-going client engagement and account management of our growing customer base across the APAC region. You’ll work closely with our customers to discover their business needs and challenges and then help them to understand the best ways to utilise Encompass to solve them.
A great Customer Success Manager must be a confident communicator - part trainer, consultant and product expert, you’ll look to establish and maintain customer relationships while translating and configuring our propositions into actionable results.
Accountable for the customer’s overall success with Encompass, including adoption and renewals of the Encompass solutions.
Act as the main customer point of contact throughout the customer’s lifecycle, define a Success plan with clear deliverables, and ensure clear communication of value across the key account stakeholders.
Maintain high levels of customer engagement and satisfaction with a focus on customer retention and creating advocates of our solutions.
Travel and meet with customers on-site to discover and understand their challenges to help them maximise the value they obtain from Encompass.
Become a product champion and subject matter expert on our KYC solutions, to ensure our engagements are meaningful and succeed in helping customers to obtain additional benefits from our latest features & functionality.
Be the voice of the customer internally at Encompass – sharing feedback and working cross-functionally with other teams to improve the customers outcomes.
Help drive customer references and case studies.
5+ years experience in post-sales account management or a similar client facing role.
Proven effectiveness managing an account portfolio of large, global, complex and strategic accounts at a senior level. Building and maintaining relationships at senior levels in assigned accounts becoming a trusted advisor.
An understanding of KYC / AML would be beneficial to understand our customer’s challenges and the value we offer.
You can clearly articulate complex ideas to a non-technical audience and end users in an engaging way.
You must have excellent written and verbal communication skills and will be involved in the production of customer facing documentation.
You have experience working with or have a good understanding of technology businesses and the importance of the Success function within them, especially a SaaS technology business.
What we offer
We offer a rewarding and challenging place to work. The working hours will require some flexibility in order to collaborate with colleagues in our other global offices.
By joining the team, you will receive a very competitive salary, attractive benefits package and share options.
All employees participate in our share options scheme as we would like for everyone to share in the company’s success. Our collective drive towards our goals helps us to achieve great things. We also find our scheme creates a strong, companywide culture and determination to achieve our mission; to become the global compliance automation SaaS provider of choice.
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