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Digital Customer Success Manager

1 month ago

London, Greater London, United Kingdom Board Intelligence Full time
About the Role

We are seeking a highly skilled Digital Customer Success Manager to join our Customer team at Board Intelligence. As a key member of our team, you will be responsible for driving Gross Revenue Retention (GRR) for a large portfolio of accounts.

As a Digital Customer Success Manager, you will ensure that our clients have a fantastic experience with our platform, demonstrated through high NPS and C-Sat. You will achieve this through building a proactive digital communication strategy with the customer's goals in mind, leveraging technology and automation to streamline the customer's experience.

Key Responsibilities
  • Manage a large book of business of 50-100 customers
  • Design and launch processes, workflows, and automations that drive internal efficiencies, level up the effectiveness of our Customer team, and deliver greater value to our customers
  • Manage and negotiate renewal opportunities to maximize customer retention
  • Utilize software tools to keep customer records up-to-date and facilitate efficient communication
  • Maintain consistent digital interactions with customers, providing support and assistance as needed
  • Analyse customer data, such as satisfaction, usage, and other feedback, to identify trends and provide recommendations on improving the customer experience
Requirements
  • Solution-driven problem-solvers who consistently look for ways to improve our digital strategy through identifying solutions for customer challenges and causes of churn
  • Enjoy and tend more towards the operational, programmatic and process driven side of Customer Success
  • Can analyse data to spot trends, identify issues and understand where customer engagement is needed
  • Passionate and excited to become an expert in leveraging automation, AI and technology
  • Proven track record of collaboration
  • Customer-centric and driven by demonstrating BI's value both in the product and more widely
What We Offer
  • Competitive salary & pension scheme
  • Personal performance bonus
  • 26 days holiday each calendar year
  • Bupa health & dental cover
  • Group life insurance
  • EAP; AIG Smart Health and Bereavement Counselling & Probate Helpline
  • Regular training & development, mini MBA series, lunch & learns
  • Cycle to work scheme
  • Competitive parental policies
  • Gym membership discounts
  • Monthly company socials