Customer Success Executive
3 months ago
We're looking for a Customer Success Executive to join our team in London as part of our Client Services function.
Your team: You will report into the Head of Customer Success and work with the Account Management team to ensure that our clients understand and get tangible value from the LIONS Intelligence portfolio of products, primarily focusing on The Work & LIONS Membership. You will also work with our New Business team, onboarding new clients and facilitating their training in our product suite.
Your Role: As a Customer Success Executive you will become the trusted advisor to our clients who range from the largest advertising agencies to leading brands and media owners. We aim to build our partnerships and relationships with our customers to increase their understanding and usage of our suite of LIONS Intelligence products and services, so everything you do in this role will be to increase the likelihood of renewal, upsell and cross-sell.
The majority of each day will be spent engaging with customers via meetings, speaking on the phone and building relationships with customers to build their usage of LIONS Intelligence products and services. You will be recording key insights from customers on our systems and working with our leading Account Management team to strategise where to prioritise focus to ensure we hit our retention & growth targets.
Key Responsibilities-
- Onboarding customers to LIONS Intelligence products as the first point of contact- Identifying and nurturing upsell & cross-selling opportunities across the LIONS portfolio- Driving engagement with LIONS’ portfolio of products, including promoting upcoming events and sessions- Meeting and exceeding your KPI targets on customer meeting activity- Managing projects around team collaboration and sharing of resources, ideas and engagement strategies- Collecting integral key information & usage data to help build the case for renewal - accurately recording insights on our systems, including Salesforce- Arranging and delivering engaging workshops with customers, tailored to their needs to ensure customers understand the value of our products, and that they are integrated into their business processes- You are an advocate and ally for diversity, equity and inclusion OR You are a connector, working hard to ensure people and projects are not inadvertently siloed or silenced
Your Experience- Interest in the advertising, marketing and creativity industry- Desire to work in a customer-facing role and a customer-oriented environment- Naturally enthusiastic and happy to speak with customers on the phone- A proactive individual who is willing to learn and absorb ideas shared with them- Energetic, curious, can-do attitude, problem solving and passion for storytelling- Imaginative, with a passion for presenting your ideas to others- Strong organisational & multi-tasking skills - good attention to detail and able to work under pressure and deadlines
If you don't meet every single requirement, we'd still encourage you to apply. At LIONS, we are committed to creating a diverse, inclusive and authentic workplace, so if you are excited about this role we would still like you to apply.
Who are we?
The LIONS brand is probably most synonymous with Cannes Lions, The International Festival of Creativity, the definitive meeting place for the global creative communications and advertising community. It’s five days of inspiration, aspiration, unlimited magic and potential. The Festival has been championing creative excellence since 1954 with the goal of providing a global destination and the definitive benchmark for creativity that drives progress.
LIONS is going through an exciting time as it’s recently repositioned as The Home of Creativity, supporting those in the business of creativity at every step of their journeys with an extended portfolio of new advisory, learning and intelligence services. Our purpose is to drive progress through creativity for an incredibly diverse and talented global creative community.
You will join a team of change makers. The team’s purpose is to champion change to create the most powerful global creative community and drive growth for the brand.
LIONS is an Ascential company. Ascential delivers specialist information, analytics and ecommerce optimisation platforms to the world's leading consumer brands and their ecosystems. We help our customers to make smart decisions that improve performance now, and in the future.
With more than 3,000 employees across five continents, we combine local expertise with a global footprint for clients in over 120 countries. We are listed on the London Stock Exchange.
Why choose us?
At Ascential, diversity, equity and inclusion is core to us. We’re a company built around our people - and we’re committed to supporting each and every one of them to be the best they can be. We love having a diverse team of people who bring new ideas and different strengths and perspectives to Ascentia
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