Customer Success Manager

Deadline 30 September, 2019 Position Ref: 1268
Expertise

Account Manager Client Services Farmer


Total Experience (months or years)

36


Description

Customer Success Manager

London, England, United Kingdom 

Role objective

As a key member of our Customer Success team, your goal is to make our customers as successful as possible through the adoption and usage of the client’s products and platform as well as the behaviour change needed to adopt a systematic approach to iterative insights and meta analytics. You should be utilizing data and product marketing, as well as partnerships within the technology organization to efficiently guide our users to maximize the value they get on our software with all interactions while being grounded in the behaviour change needed to scale.

You will work with our key customers in driving behaviour change, ensuring they are fully engaged and helping them unlock the most value possible from our products to meet their business objectives.

Key responsibilities

  • Be the day to day contact for your customers. You will manage ongoing engagement and drive customer growth through training, onboarding and activation of the behaviour change needed to adopt the client’s world-class insights and analytics platform.
  • Work cross-functionally towards aligned customer objectives by applying resources, an escalation process, and resolution processes to solve challenges and/ or blockers of adoption, whilst also tracking progress and success.
  • Be an expert on all of our tools and our platform so you can advise clients on the best way to bring iterative testing and continuous meta-learning into their business.
  • Proactively communicate useful and relevant information (i.e. feature updates, product releases, etc) with our clients to further support their adoption of the platform.
  • Ensure clients extract value from every interaction with our platform.
  • Create and deliver project proposals (inclusive of project scope and pricing) whilst maintaining an accurate pipeline in our CRM system.
  • Build strong relationships with all internal stakeholders (Sales, Customer Transformation, Marketing, Operations and Build) to make sure the client’s voice is heard and lead to revenue growth and long-term client investments.

Who are you?

The ideal candidate is obsessed with helping clients maximize the value they get from every interaction.

You will be customer-driven and a team player with experience in managing complex businesses, by helping people work through politics, overcome legacy biases and enable them to unlock their full potential through the efficient use of software

As a self-starter, you have the ability to juggle multiple conflicting priorities at the same time, provide high-quality and responsive customer service, whilst proactively identifying opportunities which drive the adoption of the platform.

Customer Success Managers will gain exposure to the inner workings of a growing company, learn how major brands use market research to drive their businesses forward, and influence how research can be used more effectively.

Requirements

  • Experience in a relevant industry; customer success, account management, advertising, insights, market research and/ or media
  • Ability to work independently and to collaborate effectively across teams and functions with demonstrated ability to lead and participate discussions, with all role levels
  • Passion and curiosity for technology, marketing, market research, consumer insights and helping large organizations grow
  • Highly responsive while maintaining attention to detail with excellent written and verbal communication skills
  • Success working in a fast-paced, dynamic and creative environment with a rapidly growing company
  • Proficient in Microsoft Office Suite (Word, PowerPoint, Excel), and a Gmail (SalesForce and LinkedIn is a plus).
 


Location

London


UNITED KINGDOM


Duration

36 Months


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