Job description
Our mission is to help dental and veterinary clinics make recurring payments as simple as paying by card. We want to make memberships (Plans) and patient finance seamless by ‘combining’ workflows with cards and tapping existing patient data.
There are two exciting trends affecting the primary care sector right now.
- We believe all businesses are becoming internet businesses. Many clinics now actively ‘push’ online bookings and explore the benefits to handle phone calls with AI agents 24⁄7.
- We believe all revenue is moving towards monthly payments. People pay for more and more ‘stuff’ with a subscription, from cars to music. Dentists and vets are well positioned to benefit due to the strong, recurring relationships with patients.
Today, we support over 5,000 dental practices across the UK. 100 more join our platform every month. Tabeo is the dominant market leader for patient finance and seeks to be the same for plans in 3 years.
Tabeo is profitable. We seek to grow revenue by 50-60% per year and top £30 million per year in 2028.
We believe in a remote first approach to work and equip teams with perks and tools so they can thrive. However, we all come together 2x per year for our amazing ‘Team Weeks’. We previously met in Dubai, Lisbon and London. Next is Athens.
About the role:
We are looking for a highly motivated and customer-centric Customer Success Associate to join our growing team. In this role, you will be responsible for ensuring our customers have a seamless and positive experience with Tabeo’s platform. You will work closely with clients to understand their needs, provide support, and offer tailored solutions that drive customer satisfaction and retention.
Responsibilities:
Manage Opening of New Accounts
- Lead the end-to-end onboarding process for new Vendors joining the platform
- Underwrite Vendors in accordance with our Vendor Risk Policy (KYC, AML, credit and regulations)
- Customise the account settings and provide training to Vendor users
Onboard Vendors for Products
- Explain Vendor users all relevant features for our Cards, Finance and Plans products
- Introduce Vendor users to our reporting, pay-out process and available integrations
- Ensure Vendors get maximum value but also pay for services/amounts invoiced
Excel in Account Management
- Act as the primary point of contact for all client queries and support needs.
- Build and maintain strong, ongoing relationships with both business owners and regular users
- Provide real-time support across channels including WhatsApp, chat, email, phone and FAQ
Lead Complex, Technical Projects
- Manage IAR applications for our Finance product
- Handle bulk transfers and/or NHS conversion for our Plans product
- Ensure delivery/return of payment terminals or flyers
Relevant work experience
- 3+ years experience in account management, customer success or sales at SaaS company
- Demonstrable track record in driving retention and positive churn
Degrees, Courses & Certification
- Bachelor’s degree obtained from an accredited, certified institute is a plus but not required
Skills and Specifications
- Excellent communication and writing skills
- Fluent in English and preferably in a second European language like German or French
- Organised, meticulous and great time management
- Able to empathise with merchants but also have difficult conversations
- Ability to deliver on tight deadlines
- Able to think of solutions on the spot
- Must have a genuine concern for customer and merchant outcomes
Flexibility is a must. We work in a fast-paced environment and we are growing very quickly. This means that you may be given additional responsibilities to help out other teams throughout the business.
- Competitive salary
- Employee share options
- £2,000 per annual CPD package to be used at your discretion
- Full kit for home office
- Health insurance and life assurance (including dental and optical) for UK staff
- Company trips
- 24 days holiday annually, plus a day off on your birthday
- Extended parental leave
- Contributing pension scheme for UK staff
We seek a fully remote candidate from the UK or anywhere GMT +/- 1.
