Customer Success Manager

Reference

UAL/AR/056388

Sector

Marketing & PR

Salary

£30,000 to £35,000 Per Annum

Town/City

Brighton

Contract Type

Permanent

Closing Date

19/11/2021

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Customer Success Manager – Brighton

Salary – £30k - £35k based on experience + 20% Bonus + Private Healthcare

The Client

The client provides a content curation platform that helps brands sell. As the leading content platform in the automotive sector, they are working with 22 of the top 40 global brands including Porsche, Volvo, Mercedes, JLR, Audi, McLaren, Toyota and Citroen who see large increases in marketing engagement and a ROI of up to 10-1. They are now expanding into other sectors and are already working with Sainsbury’s, Boden and Sweaty Betty in the retail and e-commerce sectors. You’ll be coming on board at an incredibly exciting time for the business as they ramp up their growth and build deeper relationships with the world’s most exciting automotive and e-commerce brands.

The Role

The client is looking for an ambitious Customer Success Manager to work within their superstar Customer Success team. Working closely with customers you will be the main point of contact, in charge of the end-to-end process from onboarding through to renewal. Their CSMs are platform experts and provide strategic guidance to customers throughout their journey with them. You will be responsible for general account queries and support, ongoing reporting to help customers realise value, and delivering monthly and quarterly check-ins with their customers (QBRs).

They are looking for someone who has started their customer success career and is ready to take things to the next level with our Enterprise customers. They want someone who has a passion for technology and a creative eye as well as attention to detail and great teamwork skills. The role will require operational rigour in order to stay organised and ensure correct prioritisation of tasks. The candidate must have a desire to learn and “muck-in” as you’ll be required to roll up your sleeves and get involved with a range of tasks which will also provide some great experience as you look to develop your career in CS.

Reporting to the VP of Customer Success, the Customer Success Manager will be responsible for delivery of the client’s platform and services across their portfolio of clients as well as management of the contract renewal at the end of the customer term

Main Duties

This hybrid CS role will ensure that no day is the same and allow you to gain experience and get exposure to value building and contract negotiation with senior stakeholders. The role will allow you to take on a variety of tasks across a portfolio of clients, some of the tasks include:

Managing a diverse portfolio of Auto and eCommerce customers

Setting up the clients platform in line with customers’ requirements

Creating website Storyboards for client websites

Organising customer communications and managing internal resource for accounts

Running Monthly update sessions & Quarterly business reviews with customers

Raising platform bug tickets and liaising with technical team to enable fixes

Creation of performance reports for clients, including gathering of data from Google Analytics Data and the client’s platform

Onboarding of new clients, setting project plans and guiding customers through setup of the client’s solutions that they have purchased

Ownership of the customer renewal process, negotiating customer renewals and keeping systems such as Salesforce up to date with key actions

Skills and Experience

Someone who has had exposure to the Software industry, preferably within a related domain of social media & Content Marketing

Degree educated from a leading university

Evidence of excellence and determination through academic or other activities

2 years + of Experience in a customer facing/similar role

Project management or coordination experience

Highly organised with great prioritisation and time management skills

Ability to communicate well internally with colleagues and externally with clients

Language skills in French, German, Spanish, Italian would be an advantage

Knowledge of html/css would be an advantage, but not a prerequisite

Technical understanding and demonstrable analytical skills

Ability to learn and put new skills into practice quickly

A creative eye and interest in content or websites

Self-Starter that has attention to detail

Offered

28 days holiday (24 flex days + your birthday and 3 extra business days around Christmas)

Flexible working policy

Training & development opportunities

Collaborative and creative company culture

Regular team days out and events

Potential to join share option scheme

Private Healthcare through Vitality (after successful probationary period)

Cycle to work scheme

Hours

Full time - Permanent

Location

Fully remote for now, and 2-3 days in the Brighton office when things are safer.

Important Information: We endeavor to process your personal data in a fair and transparent manner. In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone or text message. For more information see our Privacy Policy on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please contact us.

Additional Resources are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003

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