Customer Success Manager

Job type:
on-site
Start date:
ASAP
Duration:
12 months
From:
J & C Associates Ltd
Location:
London
Published at:
04/15/2021
Country:
flag_no United Kingdom
Project ID:
2090975

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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.