Customer Success Manager
4 weeks ago
Job Description
ABOUT US
Access Intelligence is a tech innovator, delivering high quality SaaS products that address the fundamental business needs of clients in the marketing and communications industries. We combine AI technologies with human expertise to analyse data and create insights to understand what has impact on an organisation and their key audiences – from customers to stakeholders, politicians to influencers and the media.
The evolving Access Intelligence portfolio includes Isentia , the market-leading media monitoring, intelligence and insights solution provider; Pulsar , the most advanced audience intelligence and social listening platform; Vuelio , which provides monitoring, insight, engagement and evaluation tools for politics, editorial and social media in one place; and ResponseSource , the network that connects journalists and influencers to the PR and communications industry.
Access Intelligence is an AIM-listed SaaS provider with over 1,000 employees across 10 countries. Our technology is used by 6,000 organisations every day, from global blue-chip enterprises and communications agencies to public sector organisations and not-for-profits.
ABOUT THE ROLE
- The role of Customer Success Manager sits within the Pulsar EMEA Customer Success team , reporting to the Senior Customer Success Manager & EMEA Team Manager. The role’s primary function is to drive adoption and usage of the Pulsar platform.
- They will be instrumental in ensuring that clients derive value from their subscription - this will be done through understanding their business needs, conducting training sessions and leading regular and ad-hoc projects.
- This role will be targeted on both commercial success and client adoption KPIs ; both of which are fundamental part of the renewal process. The role will primarily be based in Pulsar’s head office in London.
KEY RESPONSIBILITIES
- We are looking for a candidate with an excellent academic record and engaging personality, who has an interest in tech, marketing , and social media . The individual must be as comfortable leading client meetings and training sessions as they are with handling and analysing data.
- The ideal candidate will have at least 2 years of similar experience, working with clients to achieve their business goals and driving adoption of a product.
- Whilst not a purely commercial role, this person will work very closely with commercial account managers to practically support the renewing of contracts and closing upsell opportunities. This will be done by running client training and supporting with continual consultancy on client projects.
- Success Planning will also be a key part of this role with the Customer Success Manager demonstrating how clients can achieve value and success through the Pulsar platform.
- The ideal candidate will be passionate about working with people, have exceptional communication skills and a great eye for detail. They should be confident speaking with all personnel, both internally and externally, from junior execs through to C-suite members.
- All staff have a responsibility and an essential role to play in safeguarding Access Intelligence’s information and that of its customers. You are required to take all reasonable steps to comply with the Access Intelligence Information Security Policy and the polices and processes outlined in the Access Intelligence Information Security Management System (ISMS).
- We can all play a part in creating the inclusive and diverse environment that enables us to do our best work through being welcoming to others, considerate of difference, responsible in our behaviour, constructive in disagreement and open to learn.
ABOUT YOU
- Minimum 2:1 Degree or equivalent
- 2+ years in a customer success role within SaaS
- Inspiring and engaging communicator through training clients
- Someone that thrives on collaboration and teamwork
- Detail oriented and a problem solver
- Ability to listen and empathise with client needs and provide solutions that are relevant
- Advantageous to have Social Media experience
- Good organization and time management skills
- A desire to learn and progress quickly within a young, ambitious company
- Gets a kick out of helping people achieve their goals
- Social listening experience is a bonus along with exposure to Boolean
DIVERSITY
We know that innovation thrives in teams where diverse points of view come together to solve hard problems. As such, we are explicitly seeking individuals who will bring diverse life experience, diverse educational background, diverse culture, and diverse work experience. Please be prepared to share with us how your perspective will bring something unique and valuable to our team.
OUR BENEFITS
- Competitive holiday allowance
- Life Assurance
- Access to Dental Insurance (self-paid)
- Perkbox Rewards Scheme
- Company Pension Scheme
- Opt-in Private Healthcare (after successful completion of probation)
- A friendly team and a range of soft benefits such as good coffee in the office, Cycle Scheme and company social activities.
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