Customer Success Manager

5 days ago

Croydon, Greater London, United Kingdom Janes Full time
Customer Success Manager

Janes is seeking a highly skilled Customer Success Manager to join our UK team. As a key member of our customer-facing team, you will be responsible for ensuring our customers derive maximum value from our data-centric intelligence products and services.

Key Responsibilities:

  • Proactively provide direct customer support through renewals and onboarding of new clients
  • Develop and maintain an engaged user community by understanding workflows and requirements, handling requests, comments, or concerns
  • Work with the Sales team to identify and capture new business opportunities
  • Undertake end-user community surveys and socialize feedback within Janes, following up on actions where required to ensure training meets and enhances their expectations of Janes
  • Support the testing of new products and development of existing products
  • Lead the development and implementation of user community engagement strategies, including case studies and scenario modeling for sharing best practice
  • Work with Marketing to develop user promotions and support client engagement initiatives

Requirements:

  • Considerable experience in a data service provider and/or within the Aerospace and Defence and military sectors
  • Proven track record in an independent working environment
  • Excellent communication and presentation skills both virtually and in person
  • Well-organized, flexible, resilient, and of positive mindset
  • Strong team player
  • Educated to degree level (preferable)
  • Proven administrative skills, including working remotely
  • Experience of balancing 'hard line' and 'soft line' reporting
  • Former military employee or OSINT background an advantage
  • IT experience/competency working with online tool sets

Benefits:

  • 27 days of annual leave (full-time)
  • Healthy half (0.5 day leave every 6 months for wellbeing)
  • Leave-study/volunteer/reserve forces
  • Pension plan (6% employer contribution)
  • Private medical insurance – Vitality
  • Maternity (100% of basic salary for the first 26 weeks followed by Statutory Maternity Pay)
  • Paternity (100% of basic salary for 6 weeks)
  • Life cover
  • Access to GoodHabitz

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