Customer Success Manager

3 weeks ago


Manchester, New Hampshire, United Kingdom InterQuest Group Full time
Job Title: Customer Success Manager

We are seeking a highly skilled Customer Success Manager to join our team at InterQuest Group. As a key member of our client's success team, you will be responsible for building and maintaining strong relationships with our clients' customers, ensuring their success and growth.

Key Responsibilities:
  • Manage a portfolio of accounts to achieve long-term success and growth
  • Maintain strong client relationships and communicate effectively with internal stakeholders
  • Develop a comprehensive understanding of our client's products and services
  • Act as the primary point of contact for clients and internal stakeholders
  • Onboard new customers and ensure a smooth transition from sales to implementation
  • Monitor customer usage data, health indicators, renewal dates, and growth opportunities
  • Address customer issues promptly and efficiently
  • Advocate for customer needs and issues across departments
  • Monitor and report on customer satisfaction metrics and KPIs
  • Collaborate with Sales, Product, IT, and Support teams to ensure a unified customer experience
  • Support clients with queries and training requests
  • Identify and document new functionality requests and bug notifications from clients
  • Engage in occasional domestic and international travel
  • Ensure both the company and clients adhere to contract terms
Requirements:
  • Experience in a relevant role within an advertising technology software company
  • Strong understanding of advertising technologies and ability to learn new software
  • Excellent communication and customer service skills
  • Ability to work effectively in a fast-paced environment and remain calm under pressure
  • Proactive approach to improving service quality and ability to work collaboratively across teams
  • Clear and patient training skills
  • Accomplished presenter
  • Ability to understand internal workflows and ensure clients get the best out of our products
  • Clear DBS (willingness to undertake, paid by the company)
What We Offer:
  • Up to £45,000 salary
  • Support for certification courses or learning activities
  • 20 days annual leave increasing to 24 days based on length of service
  • A day off to celebrate your birthday
  • Hybrid working to support your working preferences


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