Customer Success Manager

Location: London - WFH till Aug 2021

Duration: 12 Months Contract initially

What you'll do:

• Lead customers through digital transformation with a clear view of customer objectives and KPIs.
• Maximize value realisation and ROI from the solutions and services they buy.
• Increase solution adoption and usage with a clear plan.
• Build strong partnerships at senior levels, including C-Level, within some of the biggest companies in the UK
• Account strategy planning and building success plans to drive loyalty, advocacy and minimize customer attrition.
• Track accounts' performance and manage critical escalations with clear execution plan and drive to get closure.
• Build and grow relationships for strategic portfolio of multi-solution, multi brand clients at the senior level becoming a trusted partner.
• Build a strong post-sales strategy for your portfolio of accounts to ensure our customers maximize the value on their investment in Solutions.
• Provide best practice, thought leadership & domain expertise to the customer success organization, our clients and European Customer Success team.
• Build a strong business relationship with our Sales, Marketing, Solution Consulting and Professional Services team.
• Demonstrate seniority by leading new retention and growth initiatives that deliver proven value ensuring we scale, delight and innovate for customer success.
• Become an ambassador for to the CSM organization and a CSM evangelist across Customer Solutions and Sales.
• Demonstrate experience of supporting the hiring and ramp up process of new recruits into the Customer Success organization.

What you need to succeed:

• Experienced in post-sales account management in Digital Marketing (analytics, optimization/conversion and/or social). Candidates with pre-sales, marketing/creative agency or consulting background will be considered.
• Strong experience in Digital Marketing Solutions and knowledge of competitive landscape.
• Proven effectiveness managing an account portfolio of large, global, complex and strategic accounts at a senior level. Building and maintaining relationships at most senior levels with assigned accounts becoming a trusted advisor.
• Proven experience driving customer retention initiatives, achieving high retention rates and customer satisfaction (NPS).
• Strong communications skills (written & verbal).
• High level escalation management.
• Able to anticipate and identify ill-defined problems/issues.
• Strong presentation skills at all levels of audience.
• Tenacious, charismatic, high confidence and result-driven.
• Adaptable, strong self-awareness, confidence to hold themselves and others to account based on expectations.