Change Manager- Customer Success

SmartDiligence’s distinctive Anti-Money Laundering verification software protects our clients by offering the most advanced and comprehensive features available from an AML provider.

SmartDiligence has grown rapidly by fostering an incredibly collaborative and supportive culture. As we continue our ambitious growth plans, we will strive to remain a truly exciting, rewarding, and unique place to work.

HOW WILL YOU MAKE A DIFFERENCE?

The Customer Success Change Manager will ensure that projects (change initiatives) meet objectives by increasing engagement, adoption, and usage across the Customer Success team of circa 50 colleagues who service and sell to circa 6000 clients.

This role is primarily focused on the people side of change – preparing, supporting, and equipping colleagues to adopt changes including new/existing products, processes, systems and technology and organisational restructures. The role is not technical but does require you to develop a strong understanding of SmartDiligence products and clients to support the Customer Success team effectively.

WHAT IS LIFE LIKE AT SMARTSEARCH? 

• We are a multi-award winning Tech company with an aspirational mentality

• Our recognitions include being named in the renowned RegTech100 list for 2022, Great Place To Work Certified since 2022 and we’re one of the fastest growing companies In Europe

• We have fantastic facilities at our head office in Ilkley which has direct train links from Leeds and Bradford and on-site parking

• Employee welfare and fulfilment is a priority, whilst encouraging people to be themselves. We provide comfortable breakout areas, wellbeing champions, mental health first aid, reading spaces, prayer room, an onsite gym, gaming area, healthy vending machines, and fresh fruit delivered weekly

• With our hybrid work policy you can benefit from working from home 2-3 days per week

• There are excellent progression opportunities due to our growth and you will have personal development goals, regular feedback and support

• Regular training will develop your skills and the Mentor Scheme offers fantastic support for your progression

• Our excellent benefits package includes 25 days annual leave per year, rising to 30 with each year of continuous employment

• Employee referral bonus and various weekly recognition schemes help us to demonstrate our appreciation and teamwork

• Employee engagement and activities committee that plans social and charitable activities throughout the year

• Two big company celebrations per year – summer festival and winter party and awards ceremony

• Company pension scheme, comprehensive private medical scheme and life insurance

• We are a diverse and inclusive group of people and proactively encourage D&I and supporting social responsibility through our DE&I Group, charities, support for local schools, wellbeing champions and partnerships with external suppliers

VARIED DAY TO DAY RESPONSIBILITIES

• Responsible for developing and implementing change management strategies and plans that maximise adoption and embed change effectively

• Apply structured methodology and lead change management activities within the Customer Success function to embed change effectively.

• Impact assessment of changes raised effecting Customer Success and Clients.

• Prepare change management assessments / business readiness assessments and define strategies to embed.

• Create actionable deliverables for communications, sponsor updates, coaching, training, and managing resistance.

• Define and manage the change management programme of work for Customer Success.

• Represent Customer Success in Project working groups and influence the integration of change management activities into project plan.

• Champion and coach a continuous improvement mindset and openness to change, innovation and learning from mistakes within the Customer Success team.

• Identify and track risks and issues.

• Determine the resources required within Customer Success to execute changes strategies and deliverables.

• Define and measure success metrics and monitor change progress.

• Engage with and build strong relationships with a wide stakeholder group include Customer Success itself (circa 60 colleagues) plus Product, Legal, Marketing, Sales and Project Managers).

• Participate in retrospectives to learn to support continuous improvement.

• Support change management at organisational level as part of organisation growth and development and therefore contribute towards business growth and sales revenue targets.

WHAT ARE WE LOOKING FOR IN A CANDIDATE?

• Demonstrable experience as a Change Manager, preferably in a Software as a Service, Professional Services or similar organisation.

• Organised with a natural ability for planning strategy and tactics.

• A solid understanding of how people go through change and the change process.

• Experience and understanding of change management principles, methodologies, and tools.

• Exceptional communication skills – written and verbal to a variety of audiences.

• Excellent active listening skills.

• Ability to establish and maintain strong relationships.

• Experience working in a matrix reporting structure.

• Ability to influence and motivate others and move toward common vision or goal.

• Flexible and adaptable, able to work in ambiguous situations.

• Resilient, tenacious, persevering.

• Problem solver and excellent root cause analysis skills.

• Comfortable working at a fast pace and multitasking.

• Familiarity with project management approaches, tools and project lifecycles