Customer Success Support

1 month ago

Chiswick Greater London, United Kingdom 4GLOBAL PLC Full time

4GLOBAL is an international technology and professional services business that works with governments, cities, and sports bodies to maximise the return on investment in major sport programmes, events, and physical activity delivery.
Our unique proposition stems from the smart use of our proprietary data, technology, and know-how to enable our customers to maximise the health and social benefits derived from physical activity - helping customers get more people active and shape the future of sport.
 
We advise on the role of sport and physical activity in social and economic transformation.
We develop, implement, and evaluate sport and physical activity strategies, including programmes that activate people and places via digital transformation.
The bidding, planning and delivery of the ‘full life cycle’ of major sporting events i.e., Olympics, World Rugby World Cup, Pan American Games
 
Technology products: our proprietary software and data platforms allows customers to connect and use multiple data sources and develop actionable insight and business management systems. 
Our product suite is made up of a number of customer facing SaaS modules which use data derived from multiple sources e.g. leisure management systems, wearable technology, community programming, major sporting event engagement, and healthcare providers. Connecting and standardising this data positions 4GLOBAL uniquely in the provision of the following services: 
 
Predict the likely outcomes of significant investment in sport and physical activity programmes at a local and national level.
Set the industry standard used to provide data driven insight to inform investments in sport and physical activity programmes.
Work with our customers to predict what will drive participation This cannot be replicated without the data that we currently hold; Our effective Customer Success strategy typically results in decreased customer churn and increased up-sell opportunities. The goal of the Customer Success Support is to aid in making the customer as successful as possible, via increasing their platform knowledge and usage enabling them to achieve their desired business outcomes, which in turn, improves customer lifetime value (CLTV) for 4GLOBAL and reduces churn. 
 
Working closely with the cross-functional team of sales, technology and project delivery, the role is specifically designed to onboard customers to 4GLOBALS platforms and ensure the most appropriate use of the software and services by the customer. You will be responsible for their training and on-going support: 
Analysing customer data to improve the customer experience and their outputs. 
 
We are looking for a Customer Success Support who can provide ongoing support to both our National and International customers. The candidate should be able to contribute to building relationships, implementing new programs that will increase 4GLOBALS business’ revenue potentials and minimize churn rates as they transition from sales prospects to live paying customers.
Ultimately, you will work directly with customers to help solve their problems and ensure their satisfaction while they have an active account with us. Manage the implementation of 4GLOBALS web-based solution to the customer including onboarding, training and active use of the modules driving customer success. 
 
Educating customers and improving customer experience. 
Identifying upsell and cross-sell opportunities to client to grow the account value and increase loyalty. 
Identifying churn risk by applying a customer health score, regular customer communication and running NPS 
 
Establish ongoing cross functional collaboration between account management, product and technology teams.
 
Support the development of marketing and sales strategies based on customer feedback in partnership with assisting in the creation of training sessions and educational materials. 
Build customer relationships and drive loyalty. 

Experience in the leisure, physical activity or similar sector, ideally in a customer success, system administrator or implementation role with knowledge of Leisure Management Systems and data structure would be advantageous.

Strong project and client relationship management and communication skills
Demonstrated ability to lead and deliver projects in the leisure or similar sector.
Awareness of database management, integrations between multiple data sets and products.
Experience in delivering complex ideas to groups through appropriate verbal and digital communication, ideally in a B2B environment.
T. and presentation skills with experience of using the full Microsoft suite. 
Fluent in the English* 
*Foreign language is desirable but not essential   
 

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