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Back to jobs Customer Success Team Manager
  • London, England
  • £50,000
  • (Permanent)
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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.

Key Accountabilities
Team Management
- Responsible for the recruitment, development and performance management of the Client Success team
- Ensure CSMs deliver best in class service, support and expertise across their allocated portfolio of clients
- 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 the development of staff and proactive sharing of knowledge
Product & Service Improvements
- Manage customer feedback and support the prioritisation of tickets in conjunction with the Regional Product Manager and Global Data Forensics Team:•Platform bugs, Data integrity, Product features roll out
- Track client satisfaction by reviewing periodic surveys (e.g. NPS) and make adjustments to the ongoing strategic approach

Planning & Strategy
- Develop & implement a successful customer service strategy - in order to smoothly onboard new clients, support existing clients and exceed targeted retention targets
- Provide input into strategic initiatives - to improve user engagement and drive client retention
- Generate and disseminate monthly usage data across the sales team – to identify low usage and risk accounts- Ensure training material is relevant and comprehensive – to support new users of AudienceView/Hitwise
- Work closely with Sales, Marketing, Product and Analyst teams - to feed into all of the above

Key Competencies & Experience
- Experience of people management (ideally 2+ years) within a Client Services / Customer Success / Analyst Environment
- Enthusiasm, energy and drive with a proactive, inquisitive, can-do approach to tasks
- Strong organisational and time management skills with the ability to manage multiple assignments
- Customer and team focused with a passion for people development
- Excellent communication skills (written and verbal)
- Highly analytical with a demonstrable knowledge of data / digital marketing / SaaS
- Proficient in Microsoft Office Professional packages (PowerPoint, Word, Excel and Outlook)
- Industry certification (such as Google Adwords) an advantage

Why this company?

They will provide you with a fun and stimulating environment with a great team and unmatchable working conditions.

Some of their benefits and perks are:
- FREE breakfast, lunch and snacks every day
- Subsidised Medical, Dental & Travel insurance
- Subsidised Gym membership
- Group Personal Pension
- Life Assurance
- Income Protection
- Employee Assistance Programme
- Interest-free season ticket loan
- Childcare vouchers
- Cycle to work scheme
- Vision care
- Well-being & Peer Recognition reward programmes
- Learning & Development opportunities