Customer Success Manager

What You’ll Be Doing

• Acting as an advocate for the company, working one-on-one with customers to act as brand and product ambassador to enhance the reputation of [Employer hidden — sign up to reveal]
• Owning the client relationship and operating as the main point of contact for subscription clients
• Building and maintaining long term relationships of users and key stakeholders and ensuring we continue to meet their specific needs
• Operating as main point of contact for clients
• Managing processes around client consultancy requests and projects
• Managing 'simple' insight reporting / consultancy work outside of 'strategic projects'
• Creating and maintaining personalised content (dashboards and reports) for clients to access (via Pyramid)
• Onboarding all clients and new users to show value via the shortest path
• Providing on-going training, technical and product support to the client base
• Trouble shooting client problems via [Employer hidden — sign up to reveal] Systems; Advance / website / Pyramid admin
• Tracking and analysis of client usage data to make informed decisions on how to increase usage
• Working closely with our Business Development Managers to ensure the client renews their contract
• Collaborating to identify cross-sell and up-sell opportunities
• Supporting new business with the pitch and trials processes
• Being the voice of the customer within the [Employer hidden — sign up to reveal] business and advocate for customer needs
• Maintaining an in-depth understanding of customer use-cases, likes and dislikes and sharing this information with internal teams to feed into the product development process
• Supporting on additional CSM project responsibilities in-line with the over-arching customer success strategy
• Representing [Employer hidden — sign up to reveal] at national events, conferences and exhibitions and attending client visits

What You’ll Need

• A background in a sales, account management and / or customer success role, ideally within customer insights / business intelligence - if this is within the food and drink sector, even better!
• A tech savvy, self-starter with technical / data skills and knowledge
• A strong customer focus and an ability to build and maintain strong relationships
• Top quality written and verbal communication skills
• Initiative and an ability to think critically
• A problem solving, solutions oriented, can-do attitude
• Demonstrable persuasion

Benefits & Initiatives

• 6.6 weeks of annual leave (pro-rata for part-time). The equivalent to 25 days plus standard England and Wales bank holidays for full-time colleagues
• One additional day holiday per year after 6 years’ service, up to a maximum 7.6 weeks of annual leave (pro-rata for part-time). The equivalent to 30 days plus standard England and Wales bank holidays for full-time colleagues
• A holiday purchase scheme, allowing employees to purchase up to 3 additional days of annual leave and spread the cost over up to 6 months
• An additional day of paid leave, a ‘MeDay’, allowing you the flexibility to celebrate a cultural or religious event or your birthday. It recognises that everyone’s background is unique and gives you the freedom to mark what matters to you.
• One paid volunteering day per year to support a charity or community initiative of your choice
• Hybrid and agile working opportunities (role dependent)
• Enhanced Pension Contributions, we offer employer pension contributions above the statutory minimum
• Life Assurance Scheme
• Group Income Protection
• Enhanced family-friendly leave pay entitlements
• Wellbeing benefits, including: A health care cash plan, Employee Assistance Programme, Virtual GP service and access to health & wellbeing resources and tools
• Equity, Diversity & Inclusion initiatives, supported by employee-led networks and proud to be a Disability Confident Committed employer
• Cycle to Work Scheme (subject to satisfactory completion of probationary period)
• Electric Car Scheme (subject to satisfactory completion of probationary period)

Why [Employer hidden — sign up to reveal]?

Join a business that’s redefining what it means to inform, inspire and connect the global food and drink ecosystem. At [Employer hidden — sign up to reveal], your work has real influence – shaping conversations, powering decisions and supporting an industry that touches every consumer on the planet.

Our values capture exactly how we work. We’re Collaborative by Nature. We’re always Pioneering in Spirit. And we put People First.

We champion inclusion and warmly welcome applications from talented people of all backgrounds and characteristics.

If you need any support accessing this opportunity, just let us know – we’re here to help!

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Department: Customer Success

Employment Type: Permanent - Full Time

Location: London

Workplace type: Hybrid

View all opportunities at [Employer hidden — sign up to reveal] Ltd

[Employer hidden — sign up to reveal] Ltd