Account Manager

iwoca
Locations

London, Greater London, England, United Kingdom

Leeds, West Yorkshire, England, United Kingdom

London, Greater London, England, United Kingdom +1
Description


About iwoca

We started in 2012, when we noticed a problem: on average, it was taking eight weeks (and a lot of paperwork) for small businesses to apply for a loan. Worse still, more often than not, that process was ending in a ‘no’.

We knew that bakeries, building firms, salons, and solicitors deserved better. They deserve to be able to grow – hire more hands, invest in stock, market themselves – without all the hold music and absurdly rigid criteria.


We’ve now been around for a decade, and in that time, we’ve:

  • grown to a team of 290 iwocans
  • worked with over 50,000 small businesses across the UK and Germany
  • redesigned the whole business loan process from start to finish – our record is three minutes, 26 seconds.

It’s a good start, but it’s just the beginning. Our mission is help one million businesses who need us, so we still have a long way to go.


Here’s what we’ve learned about lending along the way

  • Technology is the way to change this space

From automated decisions to API integrations, tech has the potential to create the changes small businesses have been waiting for – so we can’t stop innovating.

  • Embedded finance is the future

More and more, we’re reaching customers by embedding our loans within the apps and systems they use everyday. Our partners are people like neobanks, online marketplaces and accountancy software companies.

  • Payments and credit are converging

Lots of small businesses struggle with cash flow; often getting invoices paid from their customers months after paying their own bills. Loans can help them pay these bills, but we also want to tackle the problem at its root by improving payment terms.

  • New products are always possible

We’re working to create new loans of all shapes and sizes, and we’ve recently launched iwocaPay to help with these cash flow conundrums.


We work hard to make iwoca a place where everyone feels welcome - we want everyone to confidently be themselves. For us, diversity isn't an optional add-on. It's the thing that makes us great.


The role


Our Account Managers are iwoca’s frontline, offering exceptional service to their portfolio of customers while simultaneously driving business growth. They own the customer relationship from when they sign up, all the way through to renewal and advocacy.


At iwoca, we really love our customers, we want them to have the best possible experience. We understand that financial matters can be confusing and frustrating for small businesses, so our Account Managers work hard to understand our customers’ financial needs and determine how we can most effectively support them with our product to achieve their business goals.


Our Account Managers are skilled at building trust, explaining how iwoca works and nurturing successful long term relationships with our customers. To help us do that, we use relevant data and analytics (such as customer health scores, lifetime value, customer feedback and surveys), while at all times providing excellent customer service.


Requirements


Your mission will be to:

  • Be the customer champion, driving business growth through adoption of the iwoca product within a portfolio of customers
  • Nurture a portfolio of existing customer relationships to achieve higher health scores
  • Support customers through the renewal process expediently
  • Build and maintain strong, long-lasting relationships with small businesses, helping them achieve their business goals with iwoca
  • Proactively guide customers through our process and ensure we exceed their expectations, effectively addressing customer concerns and issues
  • Liaise with various teams within iwoca, such as sales, underwriting and collections to achieve the best outcome for your customers
  • Drive change throughout the business through structured feedback, ensuring we always provide customers with the best possible experience across all aspects of iwoca


We look for people that are smart, humble, motivated and who are always looking to improve. Ideally, you’ll have:

  • Strong business acumen with a real enthusiasm for helping SMEs
  • Strong communication & listening skills with an excellent telephone manner and a passion for delighting customers
  • Exceptional time-management and multitasking skills
  • Good experience in explaining complex products and services to customers
  • Proven customer relationship management experience
  • Be proactive, motivated, and metrics-driven
  • The ability to "think outside the box" to make suggestions that will help us improve our products, systems and processes
  • Ambition and an entrepreneurial spirit, thriving in a dynamic, team-oriented environment


We want to pay all of our employees fairly, so that’s why we regularly benchmark salaries based on market rates and to recognise your increasing value to our business. We are ideally looking to pay between £25,000 - £35,000 for this role plus a bonus of 10-20%, this isn’t fixed so let us know in your application what you are looking for. We know there may be some candidates who may not fit within this salary range, if this is the case we would still love to hear from you.


Benefits

What’s life like as an iwocan?

We all enjoy:

  • Bright, modern office spaces in Leeds & Fitzrovia. We have always supported flexible working however during the current pandemic the majority of iwocans are working from home. We have taken every precaution to keep our offices COVID-19 secure for those that need to use them.
  • A calendar of ‘remote friendly’ events each week including Bingo, Comedy Nights, Escape Room challenges….
  • Two company retreats a year (in places like the French Alps or Spanish seaside)
  • Pool, ping pong, foosball tables and tournaments
  • Virtual Yoga classes every Tuesday and Thursday morning
  • An ever-growing number of clubs including climbing, chess, football and boxing
  • Plenty of drinks and snacks in our office kitchen

Just for you:

  • Medical insurance from Vitality, including discounted gym membership
  • We take your well being incredibly seriously, so you’ll have instant access to emotional and mental health support services via our partner Spill
  • Share options
  • Enhanced maternity and shared parental leave
  • A workplace nursery tax benefit scheme. Save £££ on your nursery costs
  • 25 days holiday per year and an extra day off on your birthday
  • All the equipment you need to set up your home working space up
  • Paid volunteering time for you to support your chosen charity
  • Extra leave if you want to travel or study
  • Special celebrations for anniversaries and long service including sabbatical
  • Flexible working arrangements
  • Cycle-to-work scheme

And to make sure we all keep learning, we offer:

  • L&D budget including a book budget to encourage you to keep learning
  • Company-wide talks with internal and external speakers
  • A calendar of meetups we host at our office
  • Access to learning platforms like Treehouse if you want to learn to code.


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