Customer Success Specialist

3 weeks ago


London, Greater London, United Kingdom The Economist Group LTD Full time

Drive Client Success with The Economist Group LTD

We are seeking a highly skilled Customer Success Specialist to join our team at The Economist Group LTD. As a key member of our client success team, you will be responsible for ensuring the success and satisfaction of our clients, leveraging your passion for innovation and customer centricity to deliver an exceptional customer experience.

Your primary focus will be driving solution adoption and value creation for our clients, handling customer queries, supporting the renewal process, and monitoring the health of our customers to ensure we maximise retention revenue.

This is a great opportunity for someone to join an energised team, with the opportunity for further career progression. You will report into our Global Head of Customer Success, supporting our regional account management teams.

  • Foster senior relationships with key clients to support account teams in delivering against client expectations, value plans, and positive renewal outcomes.
  • Monitor account health (product usage, adoption rates, customer satisfaction, identify areas of concern, potential growth opportunities) to ensure positive renewal outcomes.
  • Partner with Account Managers providing insight into usage trends, identifying key users / champions to create adoption strategies that help clients maximise the value of our solutions.
  • Conduct new client on-boarding and new user training.
  • Provide curated content (webinars / white papers / special reports) to key user groups and customers.
  • Leverage data and client sentiment to drive the voice of the customer across the business to improve solution offerings and client satisfaction.

Key Requirements:

  • Customer Success experience in a fast-growing organisation.
  • Ability to prioritise to align priorities to the company's commercial objectives.
  • Demonstrated knowledge of customer success, markets, and workflows to shape retention strategies.
  • Innovator who utilises data to inform decisions, simplify complex problems, improve the client experience, and customer lifecycle.

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