Customer Success Manager

3 weeks ago

London, UK, United Kingdom Onclusive Full time

12 MONTH FIXED TERM CONTRACT - MAT COVER


About the Function:

The Customer Success Management function will be responsible for developing and fostering strong relationships with our customers, being their leading point of contact, for all matters pertaining to their account.

As a CSM, you will be taking ownership of a critical portfolio of customers, including commercial ownership for renewals and account growth. As well as being responsible for renewals and advocacy in our Northern Europe customer base, you'll be a bridge between Product and our customers. This will include communicating our Products and Services to customers, understanding customer pain-points and interpreting the same to inform product development.

As the customer champion, the CSM, will be a strong customer advocate with engaging communication skills. The CSM will drive and align all internal resources to ensure their portfolio’s success, by ensuring customer satisfaction with Onclusive’s set of products and services.

Being responsible for adopting high client engagement to drive value, we are looking for a highly driven and proactive individual who can balance strategic thinking with commercial acumen, to drive account retention and growth.

Job Responsibilities

  • Portfolio and Relationship Management
  • Act as the lead point of contact for all matters related to the assigned client portfolio of circa 30 clients with a total value of £2m, serving as the trusted advisor to our customers and executive sponsors post initial sale.
  • You are expected to be engaged with customers virtually or in person. You will lead these meetings to drive the best experience for our customers.
  • Build and foster relationships with key decision makers and stakeholders across multiple customer teams
  • Engage customers in strategic conversations to derive maximum value from their Onclusive product and Services suite. Understanding and anticipating customers’ needs and goals, and sharing best practices within Media Intelligence.
  • Define what success means for your customers and produce detailed plans outlining a roadmap to achieve success and share in accountability of their success
  • Conduct regular quarterly / monthly business reviews with key clients, and travel to visit clients when needed
  • Commercial Acumen
  • Be accountable for the retention and growth of your customers. Owning the customer renewal, driving pricing increases and spotting opportunities for multi-year conversions
  • Promote the growth of your customer portfolio by uncovering, scoping, qualifying and driving upsell opportunities to ensure customer retention and growth.
  • Promote the growth of your customer portfolio by uncovering, scoping, qualifying expansion and cross-sell opportunities beyond current contractual relationship and regional scope. This will be developed in collaboration with the Commercial Partnerships team.
  • Reporting and Account Planning
  • Conduct periodic executive reviews and health checks - accurately assessing customer health, helping define adoption strategies and ensure value realisation (using key metrics from the platform)
  • Monitor customer health and create risk mitigation plans where needed. Identifying renewal risk and collaborating with internal teams to remediate and ensure a successful renewal.
  • Oversee customer inquiries resolution by aligning customers with the right resources. Ensure the timely and successful delivery of Onclusive solutions according to client needs and objectives
  • Partner with different teams at Onclusive to 'champion clients’ needs', including onboarding, Technical support, commercial partnerships, operations and product.
  • Ensure high data quality in the CRM system, correct reporting of opportunities and account plans
  • Expertise and knowledge sharing
  • Act as the voice of the customer cross-functionally and collect feedback to influence continuous improvement in the product and our processes
  • Understand technical roadblocks and make recommendations on solution implementation and core integrations to overcome them
  • Keep up to date with all product enhancements and industry developments to communicate these to clients in a proactive manner
  • Develop and share best practices with team members to continually improve our processes' quality, effectiveness, and efficiency.

Who you are:

  • Have the ability to work towards monthly sales targets and KPI’s
  • Resourceful and self-motivated with a solution-orientated attitude
  • Are empathetic; can build a great rapport with clients and colleagues alike
  • Can plan, prioritise and deliver to tight deadlines
  • Enjoy being a team player and are always willing to support those around you
  • Relationship building is second nature
  • Are positive, enthusiastic and reliable
  • Excellent communication and interpersonal skills
  • Strong organisational, administrative and IT skills



Desirable

  • Understanding of a sales cycle and pipeline management to attain revenues and other designated target/KPI’s
  • Knowledge of new business or account management B2B sales
  • Understanding of the PR and communications industry



What we can offer:

We are a global fast growing company which offers a variety of opportunities for you to develop your skill set and career. In exchange for your contribution, we can offer you:

  • Competitive salary and benefits
  • Training provided by the experts who have over 10 years of experience in the sector
  • Hybrid working in a team that is passionate about the work we deliver and supporting the development of those that we work with
  • A company focus on wellbeing and work life balance including initiative’s such as flexible working and mental health support

We want the best talent available, regardless of race, religion, gender, gender reassignment, sexual orientation, marital status, pregnancy, disability or age.

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