Client Success Lead

11:FS is on a mission to change the fabric of financial services. Our Ventures practice builds challenger propositions globally, like we did for NatWest with Mettle. Our Pulse team creates a benchmarking tool used by the likes of Monzo, Starling, NatWest and Tesco Bank. On top of all of that, we’re a media company, our Growth team generate a stream of content that supports our brand and changes the conversation - not necessarily in that order.

We truly live our values at 11:FS, and they are critical to your entire journey here. ‘Cultural Add’ is as, if not more, important as pure technical fit, and as part of your interview process we’ll deep dive into our values and your beliefs. Everyone at 11:FS fits our 4 core values: Team, Attitude, Communication and Impact, and this remains at the core of our growth.

25 days of annual leave

Birthday off

Shutdown over the Christmas period

️ Work from anywhere for 3 months of the year

Annual learning budget

Enhanced parental leave

Cycle to work scheme

About 11:FS Ventures

11:FS Ventures is a specialist challenger consultancy. We exist to change the fabric of financial services, partnering with clients around the world to identify new growth opportunities, design innovative new propositions and create new categories of one.

Our people are our difference, thought leaders operating at the forefront of our industry and shaping the future of digital financial services. Our team of experts has deep sector expertise and a unique understanding of the trends shaping financial services.

Our founding team built successful challengers like Monzo, Starling and Nutmeg and the 11:FS Ventures playbook builds on this success. We have built successful digital propositions across the globe, including for the likes of NatWest Group, HSBC and Standard Chartered.

The 11:FS mission is to redesign the fabric of financial services so that it works better for everyone. We do this by unleashing talent, and we have a proven track record in delivering this change in partnership with our clients.

Scope and Impact

This role is part of the 11:FS Ventures Client Success team, with responsibility for securing commercial opportunities through both new lead generation and growing existing client relationships. The role is key to hitting our business objectives and ensuring we consistently deliver the best outcomes for our clients.

As part of the Client Success team, you will be responsible for shaping and managing a pipeline of new client opportunities and building a strong portfolio of client relationships. Understanding client pain points and working with our delivery experts to scope bespoke projects to address these will be a core part of the role of the Client Success Lead.

Delivering a standout client experience at the project scoping stage is critical to ensuring successful outcomes in delivery. A core part of the role of the Client Success Lead will be to coordinate all of the moving parts at this stage, setting projects up for success by aligning expectations between the client and 11:FS delivery teams.

Building lasting client relationships based on value and trust is what we’re about, understanding and empathising with client challenges to become that long-term trusted partner. You will need to be able to engage effectively with client stakeholders and have a good understanding of delivery across Strategy, Research, Product and Design.

Essential skills and experience:

• You have a proven track record of consistently hitting revenue targets
• You are experienced in generating qualified new business leads
• You build rapport easily and can maintain relationships with senior clients
• You can demonstrate past performance in growing client accounts
• You can manage a group of stakeholders towards a shared outcome
• You can take a client brief and turn it into a compelling proposal
• You can refine proposals based on feedback and draft clear statements of work
• You have experience of delivering digital transformation within financial services
• You have a passion for fintech and delivering the future of digital financial services
• You can create valuable content based on your own thought leadership

What you will be doing:

• Contributing towards the 11:FS Ventures consulting revenue target
• Generating new leads and working with the wider team to qualify
• Building deep relationships and growing client accounts
• Understanding client pain points, taking briefs and creating bespoke proposals
• Refining and agreeing project scope and drafting statements of work
• Working with internal stakeholders to coordinate project setup and planning
• Aligning expectations across client and delivery stakeholders on objectives, etc.
• Building your understanding of what we do, how we do it and why we’re different
• Building strong working relationships across the team to support in your role