Customer Success Executive.
The candidate should be passionate about customer engagement with excellent communication skills, and appreciate how good data discipline underpins this, enabling the implementation of measurable tactics to achieve results.
Function
Marketing
Salary
Competitive
Type
Permanent
Location
London or New-York
About With Intelligence.
Founded in 1998, With Intelligence Ltd has grown to be a leading provider of business intelligence in our core markets. We provide high-value, specialist business information to niche target audiences in the fund management, insurance and online gaming industries through news, data and events.
We employ over 350 staff globally with our head office based in London.
Customer success is a fundamental and rapidly expanding team with the goal of driving usage and engagement across With Intelligence’s business intelligence product suite. This is an exciting opportunity to join an expanding cross-border team at an exciting time, whilst working well-established market-leading products and helping to launch new products to clients.
The Responsibilities.
Engage 1-2-1 with customers at critical points in the customer journey to ensure adoption, including onboarding new customers and supporting account managers
Be the go-to person for customers, offer excellent user experience through all stages of the product life-cycle, ensuring elevated levels of advocacy and renewal
Work closely with the account management teams on account renewals and ensuring uptake of products
Find opportunities to implement 1-2-many tactics that can drive customer usage in a repeatable and scalable way
Work with our suite of tools and tactics to segment and engage our customers, identify trends for common customer use cases or challenges and actively address them
Provide cross-functional support – work with marketing, product, account management and data teams, to contribute to constant improvements that enable success for the customer
Liaise closely with account managers and sales leads to support the expansion efforts of existing customer accounts
Contribute to the management of inbound customer queries and work towards product improvements and driving automation
Work with the business to ensure data integrity, to drive accuracy of customer and usage data to achieve customer success objectives
The requirements.
Customer success, support or account management experience required, ideally within a SaaS, financial, or business intelligence company, or other subscription sales model environment.
Undergraduate degree preferred
Exceptional communication and presentation skills (both written and verbal)
Detail-orientated with an appreciation for and experience of data-driven customer engagement and working towards clearly defined success metrics
Experience using Salesforce and associated apps
Strong Excel skills, previous experience with Google Analytics, Tableau, and Pendo a plus.
Commercially astute to be able to understand and impact business objectives
Ability to build strategic working relationships across the business to support multiple stakeholders across different With Intelligence products
Highly proactive, initiating attitude – able to take prompt action to accomplish objectives and goals autonomously, with the energy and tenacity to address bottlenecks and barriers
