Client Success Executive

Job Description

Motorway is the UK’s fastest-growing used car marketplace – our award winning, online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal. Founded in 2017, our technology-led approach has redefined the experience of selling a car, generating thousands of monthly car sales and helping us to grow to a team of over 250 across 4 locations.

Motorway is now valued at over $1 billion and is backed by some of the world’s leading technology investors, having raised £143 million in Series C funding. This is a unique opportunity to join a fast-growing scale-up at a crucial phase of growth and help change an industry for the better.

About the role

We’re looking for a Client Success Executive to support the Client Onboarding team, the role will be focused on ensuring new clients to Motorway Payments are enabled to work smart and successfully with the service going forward, to understand and capture client feedback and concerns, and promote client commitment by ensuring a ‘best in class’ service. This is a critical part of the client experience and there is significant potential to support and input into the evolution and enhancement of the Motorway Payment Capability.

This role will work closely with our Payment Operations Team, Dealer Teams and Payments Leadership

Responsibilities include:

• Monitoring and facilitating both the Motorway Payments adoption journey and the ongoing successful use of Motorway Pay for clients.
• Assisting new clients to get the most out of the Motorway Pay solution and ensuring they have an optimum experience.
• Maintaining relationships with Motorway Pay clients to ensure client satisfaction and address concerns.
• Dealing with questions and ensuring prompt resolution to ensure clients and suppliers feel valued by Motorway.
• Collating feedback, presenting and reporting to Payments leadership and proposing service enhancements to address common client concerns and improve customer experience.
• Supporting the administration of our Payment Capability, enabling us to operate efficiently and securely.
• Responding to telephone calls, email and personnel requests for technical or operational support from our Dealers and Suppliers.
• Collaborating across internal departments to promote and increase adoption of the Motorway Pay solution.
• Supporting the wider Onboarding team as required.

Additional responsibilities may include:

• Identifying, researching, and resolving Client technical, operational, or procedural problems.
• Documenting, tracking, and monitoring problems to ensure a timely resolution.
• Producing reports and ongoing monitoring of Payments commitment of Dealers.

Requirements

• Someone that loves rolling their sleeves up and doing whatever’s required to achieve the goals of the payments team and wider business.
• Experience in autotrade industries, a broad knowledge of the trade and the ability to understand the concerns of Dealerships.
• Knowledge and understanding of payment processes.
• A passion for supporting clients to get the most out of our products and services and deliver an excellent customer experience.
• Ability to learn and understand key software product features.
• Outstanding written and verbal communication - with an ability to tailor communication style to different types of clients.
• A self starter - someone with the ability to work independently and think on their feet to address client concerns.
• You’re comfortable working in a scale up stage business, where time is critical, and things change frequently.
• You have an inquisitive mind and proactive approach to problem solving and issue resolution
• Task oriented with a strong attention to detail.
• Proactive with a strong bias for action.

Beneficial Experience

• Experience operating under a regulated environment.
• Experience of a relationship management based role.
• Experience in the payment industry or a related field.
• Prior experience of supporting the operations of a Payments team and their clients.

Benefits

• A competitive salary.
• Stock options
• Annual learning budget.
• BUPA health insurance.
• Pension scheme.
• Enhanced maternity/paternity leave.
• Hybrid working.
• Regular social events.
• Cycle to work scheme.
• The chance to join a rapidly growing, revenue-generating startup and build products that will change an industry.