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Customer Success Manager

  • basic salary 30k plus bonus
  • London
  • Lioness Consultants
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Due to exceptional growth, my client are looking to recruit a Customer Success Manager to manage the day to day relationships with their Digital Marketing clients.

My clients flagship offering is their LinkedIn Lead Generation Service. They reach out on behalf of their clients, to their target audience, and build engagement. When prospects respond they pass the data to their clients’ sales teams, who take the leads into their existing sales process.

Their clients are mainly mid-sized B2B organisations within the M25, although they also have the odd clients that are further afield. The service can be delivered globally.

Reporting to the Head of Digital, you will be responsible for ensuring each client engagement is successful, with your main KPI's being client retention.

You will be dealing with senior decision-makers in the client organisation, typically directors and C-suite execs. Communication will be online, via email and telephone, and face-to-face in meetings both in my clients offices and at their clients premises.

Job description:

Being the clients’ main point of contact, they will see you as their primary contact when they wish to discuss any aspect of service delivery.

You will meet with clients regularly, to talk through reports that demonstrate the value that my client delivers, and to help clients make the most of their service.

You will also be responsible for client onboarding and client kick-off meetings, plus occasional pre-sales and post-sales sales meetings.

Responsibilities:

You will be required to build relationships with the key representatives in each client organization. You will be the client’s contact for progress meetings, and their point of escalation in case of service delivery issues.

You will maintain regular contact and build trust and rapport with key individuals, so they remain excited to be a client.

You will organise and be part of regular status calls for all clients. Sometimes these clients are difficult to pin down, but you will do so through a combination of charm and persistence.

You will provide reporting to the Head of Digital on service delivery, client issues and resolution activities, and any service improvement activities identified.

You will ensure that all clients get regular communication.

You will ensure that client communication is of a high quality and that deadlines are always delivered upon.

You will have experience of dealing with difficult clients, dispute resolution, and managing to a service contract.

Desired Skills and Experience

Excellent MS Office, including Excel, Word and Outlook skills.

Excellent Telephone and Written Communication skills.

Ability to interact professionally with clients, able to prioritise workload and be self-sufficient.

A team player with leadership skills is required as the role entails active participation. in addition to being able to work on your own.

Experience within the digital marketing, lead generation or sales environments would be desirable but not essential.

You will really enjoy helping clients, and can identify and capture opportunities to further help for clients.

Remuneration:

Basic Salary £30,000

Retention Bonus: £5,000

10% Company Bonus Scheme based on achievement of KPI’s and Company Revenue Forecast

Company Pension

Perkbox Benefits Package

Private Healthcare after 12 months service

Excellent training and development opportunities

Opportunity to join a rapidly expanding firm at a very exciting stage of growth

Opportunity to learn a diverse range of skills and experience across a portfolio of Tax, Digital Marketing, Law, Accounting, Business Advisory and IT Strategy

  • Advertiser: Agency
  • Posted on: 18/01/2020 12:16