Customer Success Expert

3 weeks ago

London, Greater London, United Kingdom Mintel Full time

We are seeking a highly skilled Customer Success Executive to join our team at Mintel.

About the Role

This is an exciting opportunity to work with a leading market research company, providing exceptional customer service and support to our clients. As a Customer Success Executive, you will be responsible for ensuring our clients receive high-quality support by answering their data and insights questions via email.

Key Responsibilities
  • Providing High-Quality Customer Service: Ensure Mintel's clients receive high-quality support by answering clients' data and insights questions via email.
  • Responding to Ad-Hoc Client Requests: Providing timely and thorough responses to ad-hoc customer questions and research requests using the appropriate Mintel data and insights.
  • Creating Recurring Client Newsletters: Create email newsletters for clients on a recurring basis, using Mintel's platforms to highlight new data and insights related to the client's industry.
  • Creating Client Usage Reviews: Use Mixpanel to create client usage reviews in PowerPoint, highlighting how clients are engaging with Mintel's platforms.
  • Collaborating: Working closely with Client Success Managers on client engagement and providing support as needed with data analysis and reporting on client usage.
  • Representing Mintel: Operating as a competent and knowledgeable expert in Mintel's methodologies and processes across a broad range of verticals; providing timely and thorough responses to ad-hoc client questions.
Requirements
  • Customer Service Background: You have a strong background in providing high-quality customer service, especially via email.
  • Data & Insights Enthusiast: You have an understanding of how to analyze data, insights, and market research. You can find creative ways to help clients digest and derive insights from large sets of data.
  • Tech-savvy: You have experience working with SaaS platforms such as Mixpanel and Salesforce and you can learn new technologies quickly.
  • Detail-Oriented: You have excellent attention to detail and strong organizational skills. You are dedicated to quality, ensuring accuracy and efficiency in your work to elevate Mintel as a top insights company.
  • Great Communicator: You have extremely polished verbal and written communication skills, and can adapt your communication style to suit each client and internal business partner.
  • Self-Directed: You take initiative to solve problems and uncover opportunities, and you are eager to take ownership and accountability for the success of your client portfolio.
  • A Multi-tasker: You can handle multiple projects simultaneously and with different deadlines, which includes producing and delivering reports.
  • Client-obsessed: You are passionate about client service and you are driven to help your clients achieve success.
  • Naturally Curious: You are naturally curious and great at navigating client conversations, asking second and third-level questions to get at the heart of clients' challenges and goals.
What We Offer
  • A culture that supports true collaboration whilst embracing remote working.
  • Flexible start time and end time.
  • Blended (office/home) approach to work.
  • Approach to personal development where we encourage individuals to grow and share what they've learned.
  • Social events, both within the department and across the company.
  • Generous annual leave and wider circle employee benefits.
  • Additional one day off to celebrate your birthday.
  • Membership in Employee Resource Groups (Mintel Diversity, Mintel Wellness, and Mintel Gives).
  • Giving back is part of our culture with this in mind, Mintel gives employees 2 days' leave per year to join local volunteering activities organised by our Mintel Gives (where applicable).
  • Mental health and wellbeing support via Modern Health App.
  • Beautifully designed offices foster collaboration and fun.

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