What you will do)
Reporting to the Head of Clients (International), you will be working within a hyper-growth tech company, based in London. You’re responsible for managing daily operations and ensuring the department reaches and maintains service levels and exceeds targets across all channels. This includes maintaining the churn rate as low as possible and increasing Net Promoter and Customer Satisfaction scores.
The Customer Success Manager (Team Leader) will lead and inspire a team of Customer Success Specialists and Technical Experts to deliver best in class service to our clients in order to drive incremental revenue growth, improve retention rates and increase client satisfaction across their portfolio.
This is an exciting opportunity to join a team of great people in a fast-moving tech company, and further develop a career in the digital industry. The ideal candidate will be a natural people leader with a strong interest in Digital Marketing and Data Analytics.
What you will do:
Responsible for the recruitment, development and performance management of the Client team
Ensure CSMs deliver best in class service, support and expertise across their allocated portfolio of clients
Ensure Technical Experts deliver
Conduct weekly 121s, quarterly appraisals plus regular team meetings (min monthly)
Ensure that all CSMs achieve and surpass the KPIs that are set for them to support the business
Facilitate a culture of best practice through development of staff and proactive sharing of knowledge
Product & Service Improvements
Manage customer feedback and communicate Clients’ needs (evolution, new features, etc.) and issues (platform bugs, data integrity, etc.) effectively to the Product team
Track client satisfaction by reviewing periodic surveys (e.g. NPS) and make adjustments to the ongoing strategic approach
Manage a portfolio of customers (around 20 to 30 in average)
Help build loyalty by creating an excellent relationship with existing customers
Undertake operational and methodological training for major accounts
Support clients in creating and implementing tests and personalization campaigns
Analyse and identify new areas for optimisation following data analysis
Maximise your portfolio’s expansion while minimizing churn and contraction
Help the Sales team with the on-boarding of new clients (POCs, technical support, determining the most suitable solution for the customer, presentation of products and services)
(What we are looking for)