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Manager of Customer Success

3 months ago

Wandsworth, Greater London, United Kingdom Sublime Resourcing Full time
As
Manager of Customer Success operations, you will be the leader of the customer voice.

You will lead a team of 5/6 Customer Success professionals (CSM / CSE) ensuring excellent relationships with customers as well as flawless executionof their 360 degree sales projects / client campaigns.

You will serve as a strategic partner to cross-functional teams to ensure revenue acceleration and account growth.

In this role, you will help drive new initiatives forward and implement departmental strategies - reporting to the Director of Customer Experience(CX) for Europe.


What you'll do:

-
Lead a team of Customer Success professionals who are responsible for the direct support of clients across the full suite of products including promotions and media:

  • Review and measure Customer Success team's delivery against revenue goals for assigned accounts; ensuring strong partnership with Sales Executives, ensure all booked revenue is delivered in full and identify and secure incremental revenue opportunities
  • Lead and guide strategy around process opportunities and implementation that will further expand and grow accounts and increase account health
  • Actively develop and coach direct reports on performance and career progression; identify training needs across the team and develop plans to address
  • Work crossfunctionally to help define and develop processes with a focus on driving efficiencies and streamlining touch points for clients
  • Implement and maintain Customer Success departmental strategies
  • Investigate and proactively drive solutions on escalations for issues
  • Select, develop, mentor and promote Customer Success Manager's in a way which provides consistency of engagement with core customers
  • Maintain a work culture that is energized, motivated and creates a positive atmosphere for the Customer Success team
  • Serve as a trusted, proactive partner to cross functional teams
  • Assist in the development and implementation of processes around new capabilities within existing products and the launch new products

What you'll bring:

-
4/5+ years of experience (with at least 1/2+ years of people management experience) within Customer Success or Account Management roles within Tech Companies or Media Agencies:


  • Digital Marketing experience a Bonus:
  • Bachelor's Degree Preferred
  • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
  • Advanced Microsoft Office and/or G Suit skills
  • Demonstrated ability to develop, mentor, coach and lead a team in organising and prioritising projects in a fastpaced and deadlineoriented business environment
  • Demonstrated ability to comprehend, analyse, and interpret with excellent attention to detail
-
Languages: Fluency in English

Nice to have:

  • Digital Markeing / Agency knowledge and understanding
  • FMCG industry background
  • Experience with Salesforce and Tableau
  • French Language Skills