Digital Adoption Manager

About the Company:

Dynamic Planner was founded in 2003 and is the UK’s most popular risk profiling and asset allocation investment process. It is used today by thousands of advisers and helps them ensure investment suitability, increase efficiency and demonstrate value to their clients. Dynamic Planner is an industry-leading set of Software-as-a-Service applications used by financial advisers. Advisers use Dynamic Planner to gain information about their clients, to calculate their appetite for risk, to analyse their financial situation, and to match them with suitable investment opportunities. We have recently launched Tram to the market, the white-labelled app putting the financial plan in the palm of your hand. We are now recruiting for our Digital Adoption Manager to head up the Dynamic Planner action plan for driving customer success via Tram and supporting thousands of UK adults in having a more valuable and engaging relationship with their Financial Adviser.

About the Role:

This role is for someone with a deep interest in technology and customer adoption – with Financial Services experience helpful. You will be central in creating a seamless and intuitive onboarding experience for adviser firms with Tram. In this role, you’ll lead the full onboarding lifecycle ensuring the adviser firms roll out Tram to their end clients – putting the client’s financial plan in the palm of their hand. You will be working with a talented and motivated team from Product to Sales to Customer Success, to help our customers achieve their goals.

Responsibilities:

• Expertise and guidance: Act as a Subject Matter Expert for the onboarding, adoption, retention and growth of Tram across our customer base.
• Seamless Onboarding: Lead the end-to-end onboarding process, acting as the primary escalation point, troubleshooting issues, and ensuring timely, efficient service.
• Collaboration: Partner with Product, Compliance, Sales, and Technology teams to align on client needs and deliver outstanding customer outcomes.
• Efficiency & Compliance: Continuously optimize onboarding workflows, automate processes.
• Strategic Development: Shape onboarding strategies that enhance operational efficiency, meet compliance standards, and drive value for clients.
• Represent the voice of the customer: Feed into the Tram Growth Director and Executive Management Team, contributing to the strategy of business alongside peers.
• Providing key metrics and insights from your customer interactions to inform strategy, client management and product decisions.
• Customer Alignment: Align with customers on their success criteria and work closely with internal teams to ensure all contractual requirements are delivered with high client engagement.
• Identify opportunities where extra client projects will deliver additional revenue.
• Data Analysis: Review and track BI/MI on usage to identify trends, demonstrate value, improve adoption and reduce churn.

Qualifications:

Collaborative Communicator: Known for building strong cross-functional relationships, delivering value-driven service, and maintaining high standards. Excellent presentation and writing skills to clients and larger audiences at meetings, seminars and conferences. Engagement: Highly professional communication and consulting-led skills to C-Level executives and at multiple levels within an organisation, building consensus to the ongoing relationship to drive adoption and account engagement. Customer Experience / SaaS sales: Focused on helping customers achieve their business goals while driving commercial success for Dynamic Planner – creating a win-win for Dynamic Planner and our customers. Empathy: An understanding of compliance requirements in a financial or regulated environment in order to ensure you can relate with your advisers’ context and needs and ensure our onboarding processes are suitable. Track record of key account engagement and influencing at all organisational levels. Technically literate: An interest in software and how it can be used to enhance someone’s working life.

Required Skills:

Desirable: Experience: A proven track record of working in a SaaS b2b / b2b2c organization ideally Enterprise FinTech. Knowledge and understanding of financial planning tools, front office and back-office systems a plus but not essential. Experience of Wealth Management/Financial Planning gained through involvement in an associated business (Adviser, Business/service manager, relationship manager). Diploma in Financial Services or equivalent industry qualifications a bonus. A working knowledge of regulatory matters that impact wealth management, advice firms and Dynamic Planner solutions. Managed the rollout and adoption of software solutions across organisations – preferred but not essential

Preferred Skills:

KPIs and Measures 1. Onboarding success 2. Adoption success 3. Churn/attrition rate 4. Revenue growth 5. Customer satisfaction – Adviser Firms 6. Customer satisfaction – End customers