Customer Success Manager

Job Description

A great opportunity to join a highly ambitious, London-based, food & drink consultancy on a mission to inspire their customers with expert insight and world-class data powered by analytical thinking, outstanding expertise, and leading technology.

From manufacturing through to retail and hospitality – they provide the inspiration, insight and connections to power their customers’ success. Their specialists are deeply engaged in their markets and are recognised as the most trusted professionals in their field.

The Customer Success Manager is a strategic and supportive partner for their customers at every stage of the buying process. They're focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues and helping the sales team with upsells and renewals.

Responsibilities:

Act as an advocate for the company, working one-on-one with customers to act as brand and product ambassadors, enhancing the reputation of the business
Owns the client relationship and operates as main point of contact (excluding commercial conversations) for subscription clients, excluding Forum-only clients
Builds & maintains long term relationships of users and key stakeholders and ensures they continue to meet their specific needs (measured by NPS)
Manages process around client consultancy requests & projects
Responsible for 'simple' insight

reporting/consultancy

work outside of 'strategic projects' (which will be managed by central insights team)
Creation and maintenance of personalised content (dashboards & reports) for clients to access via Pyramid
Responsible for onboarding for all clients & new users to show value in the shortest path
Provides on-going training, technical and product support to client base
Trouble shoots client problems
Tracking and analysis of usage data by client to make informed decisions on how to increase usage
Works closely with Sales Managers to ensure the client renews their contract & work collaboratively to identify cross-sell and up-sell opportunities
Supports new business with pitch & trials processes
Be the voice of the customer within the business and advocate for customer needs. Maintain an in-depth understanding of customer use-cases, likes and dislikes and share this information with relevant internal teams to feed into the product development process
Additional CSM project responsibilities in-line with over-arching CS strategy

Requirements:

Relationship management, communication and customer service
Critical thinking and initiative
Problem solving and can-do attitude
Technical / data skills and knowledge
Persuasion skills and engaging presentation style