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Customer Success Manager

Information About This Job

Job Title: Customer Success Manager
Contract Type: Permanent
Location: London
Industry:
Contact Name: Ben Kinley
Contact Email: bkinley@lawsonchase.com
Job Published: 3 months ago

Job Description

We are working with one of the world’s most renowned reputational risk and intelligence providers, in recruiting a Customer Success Manager to join their London office.

 

About The Company

You will be joining a rapidly expanding company that is disrupting the market of reputational risk intelligence. You will get the chance to work with state of the art technology, pushing the boundaries of big data analytics. As a senior client analyst you will be able to provide impactful and timely intelligence directly to senior executives working for the world’s largest corporations.

The company offers an entrepreneurial and fast paced environment where you will find plenty of opportunity to take on responsibilities and grow your career.

 

About The Role

The firm is looking for a creative and entrepreneurial Customer Success Manager. Ideally you will have worked at a fast growth B2B start-up or scale-up and have a track record of collaborating with internal delivery teams on business-critical projects related to Enterprise customers.

The firm is looking for a Customer Success Manager who can work and deliver in a fast paced environment and can develop strong relationships with customers and colleagues. The candidate must be resilient, calm, flexible and be able to work collaboratively within a team. You will have a lot of autonomy within this role so it essential that the successful Customer Success Manager enjoys using their initiative and a good sense of humour is a must!

Working in the firm’s Account group you will work across teams. The ideal candidate for this position must have excellent analytics skills, become an expert user of the firm’s in-house tools and products, have strong written and verbal communication skills, creative thinking, ability to work under pressure to tight deadlines and a strong team player. You must be able to demonstrate strong project management skills and excellent technical ability and have previous experience in a Customer Success role in a technical organisation – preferably a SaaS company.

There will be many additional ways to contribute to the business and this will only be limited by your drive, passion and vision.

 

Key Responsibilities

  • Meet with customers to understand their intelligence requirements. Asking the right questions to understand what customers are trying to find, why they want to find it, and the value they place on it

  • Inquisitive mindset supported by strong analytical skills that allow you to go beyond the surface to extract key insights from large data sets

  • Can spot the right solution to a customer’s problem, but at the same time, don’t rush to judgment or throw out “quick fixes” if there’s a more strategic opportunity

  • Expert user of the full suite of applications available. Able to create their own searches and dashboards, and explain the value of the results to the end customer

  • Presenting results to an executive level audience

  • Understand how to manipulate the MeaningMine platform for any search request for any customer

  • Present findings to customers and prospects in meetings

  • As a subject matter expert, liaise seamlessly between customers, project managers, developers and executives

  • Conduct personalized training sessions with customers as required

  • Manage complex implementations with multiple milestones

  • Work closely with the product teams to ensure bugs and technical issues are reported, and customer feedback is shared as well

  • Work closely with other analysts in the organization to test hypotheses and verify findings

 

Skills & Experience

  • A Bachelor’s degree in a quantitative or business field, such as Economics, Mathematics, Business Administration, etc

  • 5-7 years’ experience in an analytical role

  • Presently use online media, social media, or secondary research to address enterprise-level intelligence & research requests

  • Very strong written and oral presentation skills. Have to demonstrate that you can succinctly explain and present your findings to an executive – verbally and through email

  • Highly collaborative. Excellent people skills to interact with colleagues and cross-functional teams, as well as end-customers

  • Strong attention to detail. Highly organized and able to manage multiple competing priorities without dropping any of them

  • Passion and energy to work in a startup, entrepreneurial, and fast paced environment. Enjoy constantly learning, and an environment where no two days are ever the same

  • A “get it done” attitude

  • Willing to travel up to 25%-50% of the time

  • Comfortable conducting data analyses in Excel. Experience creating pivot tables is required. Experience creating VLOOKUP and/or MATCH/OFFSET equations is required. Experience creating macros is a plus

 

Company Benefits

 

  • Annual holidays (25 days – increases with tenure)

  • Bank holidays (in addition to annual holiday noted above)

  • Enhanced sick time

  • Pension plan scheme with employer match

  • Flexible office environment

  • Casual work environment

  • Pet friendly offices (clean, trained and well behaved dogs)

  • Great team environment – providing everything you need to be successful!

Ref: | Published: 23 Mar 2018