Digital Account Manager

Who we are, what we do & why we do it:

We are Dext - the world's leading accounting & bookkeeping automation software provider. Our products
give businesses real-time visibility and control over spend, payments and expenses, and help accountants
and bookkeepers reach new levels of efficiency when working with complex financial data workflows. We
are trusted by over 1 million SMBs worldwide. Our solutions embrace AI, machine learning, and emerging
technologies to advance and improve the accounting process and data quality for all, making accounting
more effortless.

Dext operates across Europe, North America and APAC, with an expanding SaaS product portfolio. We are
now seeking a Retention Specialist to ensure customer satisfaction and loyalty by implementing
strategies to reduce churn and enhance user engagement. 🚀

It's a fabulous opportunity to make your mark and join our team in the UK to be part of one of the world's
leading FinTech solution providers.

The role - what you’ll do:

As the first line of defence in partner retention for Dext, this role focuses on responding to customer
escalations and reducing churn. Collaborate with customer service and account management teams to
help us maintain our excellent reputation and support the growth of the UK market by keeping our valued
partners happy and satisfied.

Act as the main point of contact for all escalated client matters making sure our partners and
users get their concerns addressed and a satisfactory result;
Understand the problems and needs of customers and provide a quick, relevant and personalised
response until complete resolution (Phone/Emails/Chat);
Introduce Dext's expanded product offering to your portfolio, via a 1:to many approach;
Develop relationships with scalable contact strategies such as mass email marketing or hosted
webinars;
Responsible to generate revenue and drive growth within your portfolio;
Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders;
Work with the support team and Product team to keep improving self-service resources available
for users, with a focus on the help centre;
Identify areas of risk within your Partner portfolio and take action to proactively;
Bring ideas for continuous improvement to increase customer satisfaction, reduce escalations
and mitigate churn.

About you - what we are looking for:
Below are our ideal requirements, but we hire on potential, not just on experience, and we know that some
people are less likely to apply for a role if they don’t meet 100% of the criteria. At Dext we are committed
to cultivating a diverse, inclusive and empowering culture, so please apply if you meet the majority of
these competencies. You can read more about our Diversity and Inclusion commitments.

Knowledge of consultative selling & renewal negotiations;
You have a self-starter mentality and you lean into curiosity and creativity in the face of a
challenge;
Strong relationship-building skills and problem-solving skills;
Flexibility, reactivity and ability to adapt your work to peaks in activity with rigour and
organisational skills.

What you will be part of - our values, culture and behaviours:
We are a highly ambitious, innovative, market-leading FinTech. We are a global, Private Equity backed
business (HgCapital), but we have the dexterity and pace of a scale-up. We are uncompromising in our
desire to achieve our best, day-in day-out, and we have three clear values which guide everything we do:

Be Brave - Everyone in the company has a voice to challenge ideas and the status quo.
Be Exceptional - We set high standards for ourselves. We aim to be exceptional at what we do.
Be Together - We are one team. There is no such thing as individual success without team success.
Our behaviours are how we practically live and breathe our values and are an essential part of life at Dext.

Our behaviours guide us and inform how we communicate, collaborate and support each other. They
are:
Be Diverse, be Courageous, be Considerate, be Transparent, be Focused, be Accountable, and above all,
be Dexterous!

What we will give you - the perks:
Competitive salary;
Flexible working;
25 days off plus bank holidays volunteering days, summer hours and a day off the week of your
birthday;
Employer-paid private medical insurance and health cash plan (Medicash - reloadable shopping
cards, cinema ticket discounts, online discounts and more!);
Cycle to work scheme;
Access to LinkedIn Learning;
Payroll giving;
Income protection;
Mental health support through Help@Hand.

See who you would be reporting to https://www.linkedin.com/in/peter-chapman-b50494108