Customer Success Manager

Job type:
Start date:
12 months
J & C Associates Ltd
Published at:
flag_no United Kingdom
Project ID:

This project has been archived and is not accepting more applications.
Browse open projects on our job board.

We are Global IT Recruitment specialist that provides support to the clients across UK and Europe. We have an excellent job opportunity for you.

Job Title: 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.