Customer Success at MarketInvoice: Becky Roberts
In my role heading up the Customer Success Team, my main focus is that our clients are having the best possible experience whilst using MarketInvoice.
I manage a team of Customer Success Specialists, who are responsible for managing all of the subscription and whole turnover facilities, helping to onboard new customers and manage the existing relationships.
They are the first point of contact for our clients, assisting them with operating the platform and dealing with any queries that they may have on their facility. As part of this, we work very closely with our Sales, Operations, Product and Risk Teams to ensure that the facilities operate smoothly for our clients.
For me it’s important that each Customer Success Specialist takes the time to understand each business individually, to ensure that the facility meets the customer’s needs and expectations throughout the life of the contract.
I haven’t been here long, but have been surprised at the level of support and coaching given to new and existing managers, to help us improve and develop within our roles. This has been great for me personally and will enable me to manage and coach my team as it continues to grow in the future.
The same coaching is also provided to employees who are looking to move/progress into management roles in the future.
There are also regular training sessions and learning opportunities for all employees at MarketInvoice, to help them develop within their own roles, but also learn more about the wider business/industry.
It’s also been great to be able to give something back and share the knowledge and experience I gained from almost 7 years working in the industry with my colleagues.
It’s a great time to be working at MarketInvoice with our ever-expanding range of products and most recently, add-on features for our invoice finance products. Following the launch of our newest product MI Pro earlier on in the year, it’s been great to see how well received this has been amongst our existing businesses and prospects looking for a whole turnover facility.
We are now able to combine this with the additional features of credit control and credit protection, which can be included as part of the facility. This will open doors to many more businesses, which will see MarketInvoice start challenging the traditional and independent lenders in the market.
One of the best things about MarketInvoice is the company culture – the people who work here are great and very supportive. MarketInvoice puts a lot of time and energy into staff engagement, through work social events and development/coaching sessions. It’s definitely a great place to work if you want to feel valued by your company.
After working at a large corporate for almost 7 years, it’s been great coming to work for a smaller company where you can see the impact that all employees can have in such a short amount of time.
I am still fairly new to my role so my main focus has been to develop and enhance my skills as a manager, to allow me to lead the people within my team effectively. At the same time using my experience to assist my team with managing their clients.
I am in the process of hiring new employees into the team, which will bring the opportunity to coach and develop my new team members. I know that they will be great additions to not just my team, but also the wider business and I look forward to welcoming them into the team and helping them develop and be successful here at MarketInvoice.