Customer Success Manager

14 Sep 2017
12 Oct 2017
Recruitment Genius Ltd
Public Sector
Customer Service
Contract Type
Full Time
Join a cool tech company in central London! This is an entry level role that that would suit a recent graduate looking for a fantastic opportunity to develop a career in the Digital industry.

The Customer Success Manager will deliver best in class service to their clients, with a heavy focus on interpreting and making recommendations on data insights, in order to drive incremental revenue growth, improve retention rates and increase client satisfaction across their portfolio.

What you will do on a daily basis

Customer Relationship Management

- Work collaboratively with designated Account Managers to retain and develop clients.
- Co-ordinate regular engagement and consultation.
- Respond to calls and emails from clients in a timely manner.
- Provide training sessions which are tailored to client needs to demonstrate the value of the metrics available in our Hitwise and AudienceView platforms. The role is predominately office bound, but face-to-face trainings with clients will be required (10% of role).
- Create and continually evaluate dashboards and pushed reporting on behalf of clients.
- Suggest improved ways of working which supports the delivery of great service.
- Actively seek responses during client feedback surveys (such as NPS).
- Maintain salesforce page and update new users on the system.

Tactical Client Engagement and Knowledge Sharing

- Produce relevant and actionable inspires for clients.
- Uncover key trends in the data at a vertical level.
- Make recommendations based on a client's digital marketing goals which are insight led.
- Proactively identify clients that are under-engaged and create action plans to tackle this.
- Develop and maintain materials for the support training portal.
- Host vertical and training webinars for the client base.
- Raise awareness of the user forum and relevant blogs.
- Promote and champion a collegial working environmently continually sharing digital knowledge across the wider team.

Sales Support

- Work together with Account Managers to deliver a quarterly overview of accounts at risk and ensure actions required are prioritised and carried out.
- Keep Salesforce up to date with all activity completed and client correspondence logged.
- Communicate propositions to clients to support sales efforts and pass over leads.

Your talent:

- Strong analytical skills
- Excellent communication, relationship building and presentation skills
- Sound knowledge of business IT and information systems
- Digital background desirable, but not essential
- Detail-oriented
- Customer focused
- Excellent follow-up and follow through habits with clients and colleagues
- Superior time management and prioritisation of risk and high value accounts
- Commercial awareness
- Strong problem-solving ability

Why this company?
This company will provide you with a fun and stimulating environment with a great team (they proudly call themselves 'Xers') and unmatchable working conditions and benefits in a super location.

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