Customer Success Manager

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Customer Success Manager

Application Deadline: 21 May 2024

Department: Go to Market

Employment Type: Permanent - Full Time

Location: Norwich

Description

Cornwall Insight is an award-winning international energy consultancy, and we are seeking Customer Success Manager to join our Go To Markets team in Norwich.

This is an exciting opportunity to help drive the growth of the business into new and existing sectors within the energy industry in Great Britain, Ireland and north west Europe. Cornwall Insight is a research and advisory organisation that occupies an enviable position in the energy market as a trusted advisor in the energy value chain, spanning government to end users and everyone in between. We have been recognised by the Financial Times as a leading management consultancy for four the last five years in the Energy, Utilities & Environment Sector.

As the Customer Success Manager, you will be establishing a new role within Cornwall Insight to improve the uptake of, engagement with and feedback from customers for its subscription insight and training services

Key Responsibilities

• Build and maintain strong relationships with existing and new customers at service user, influencer, and decision maker levels for the financial and professional services and investor sectors
• Advocating customer needs within Cornwall Insight and presenting the company's new and existing solutions to its customers and prospects, specifically including the CATALYST platform. Highlight improvements to Cornwall Insight models and services from customer feedback
• Execute strategies to increase subscriptions and training service usage (aiding retention, upsell and cross-sell) with customers of average spend
• Implement customer onboarding and offboarding strategies for subscriptions and training customers including the development of standard templates and activity schedules
• Being the regular first point of contact in the Go To Market team to resolve issues and queries from and on users and their use cases of CI research, including subscriptions and training, to improve customer success KPIs
• Implementing a light touch and evergreen contracting framework for subscriptions customers spending
• Participating with Marketing and New Customer Development to secure and onboard new subscription customers
• Support Business Development Managers in their account engagement activities as we seek to grow sales with customers currently spending
• Working with colleagues across Cornwall Insight, specifically including the Finance team, to ensure sales velocity and momentum of opportunities, including on-time billing and cash collection
• Building and executing jointly-agreed, KPI-driven account and segment growth plans with the wider CI team based on customer needs to drive mutual growth and success.
• Deliver annual, targeted sales order book targets from retention and selected upsell activities which includes leveraging CATALYST
• Work with colleagues across the company (in particular lead generation in marketing) in order to maximise our market outreach and customer engagement

Skills, Knowledge and Expertise

• You're an ambitious person with a significant drive to build strong customer relationships and new business pipeline.
• You have a demonstrated track record in building and nurturing relationships in commercial organisations.
• Salesforce experience with the ability to maintain and adopt CI's existing CRM as directed to its maximum potential on a consistent basis
• You have a growth mindset with a drive for self improvement, understand how to collaborate and work well in a team environment
• Own and lead engagement with your managed customers to exceed financial expectations, based on the ability to find solutions and deliver results for customer success
• Experience of working within a rapidly changing, entrepreneurial and dynamic culture
• Strong organisational and planning skills with an eye for detail, high quality and accuracy
• Excellent presentation and written and oral communications skills

Benefits

• Company bonus scheme
• Private medical healthcare
• Contributory pension scheme
• 25 days holiday per annum, increasing by 1 day for each year of service up to 5 years
• Annual wellbeing day
• Annual volunteering day
• Ability to buy additional holiday through salary sacrifice
• Perkbox discount scheme
• Death in service benefit
• Company sick pay
• Parental leave pay
• Cycle-to-work scheme
• Monthly employee value awards

We are proud to be recognised by the Financial Times as a leading management consultancy in the Energy, Utilities & Environment Sector. We have been accredited with Investors in People Silver and won Business of the Year and Employer of the Year at the Norfolk Business Awards 2021, as well as the Outstanding Achievement award in 2022.

You can find us in Norwich, London, Dublin, and Melbourne, offering a flexible way of working and putting our people at the very heart of everything we do.