Senior Customer Success Manager

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Senior Customer Success Manager

Department: Platform Innovation

Employment Type: Permanent - Full Time

Location: Manchester

Description

As a senior customer success manager, you are a member of the platform office that is envisioning, developing and maintaining the technologies, owned networks and workflows to support our research portfolio.

As Senior Customer Success you manage a portfolio of high-value clients, ensuring their success and satisfaction with our communities. You support client pitches for new community work with capability expertise. You coordinate community onboarding for more complex set ups. You provide training to clients who directly interact with the community especially through the AI client portal linked to their community. You develop and execute customer success plans tailored to each client's needs. Through the entire client lifetime cycle, you build strong customer relationships. This role requires a deep understanding of customer needs, product expertise, and the ability to lead a team to achieve customer success goals.

Responsibilities

Sales

• You manage all capability-related matters during sales, including demos, completing capability matrices, and supporting sponsored development. You help drive sales pitches linked to our community offer.
• You support salespeople to devise optimal solutions for clients by providing capability expertise.
• You blueprint sales material related to the capability.
• You identify opportunities with existing community clients by making them aware of new capabilities that meet their evolving needs.
• You collaborate with sales and marketing teams to ensure alignment on customer expectations and product offerings. You advocate for customer needs within the organization, providing feedback to product development.

Delivery

• You coordinate the community set up process. You coordinate the set up with the implementation team with increased involvement in custom setups. You manage sponsored development and more complex set ups with platform support and product managers.
• You onboard self-serve clients and engage observers, ensuring they are equipped to utilize our offerings effectively. You provide training and create documents aimed at guiding external users.
• You guide self-serve clients and client observers after onboarding, particularly those using our AI capabilities linked to the community.
• You provide consultation for full-service activities without actively participating in their delivery.
• You organize regular evaluations of community member engagement and usage of different capabilities to proactively assess ROI and community health.
• You coordinate migrations to new capabilities.

Retention

• You organize regular account reviews, present new features, advantages, and benefits, and guide migrations. You conduct regular business reviews with clients to assess performance and discuss future needs.
• You analyse customer data to identify trends, risks, and opportunities for improvement. You create account plans.
• Collect and analyse customer feedback to improve capabilities and flag potential issues with service delivery to the account team. You synthetize feedback for product managers for growth.

Leadership

• You are a senior member in the Platform Office.
• You take initiative and enhance responsibility by acting as an example to other team members.
• You foster a culture of accountability, collaboration, and continuous improvement within the office
• You actively contribute to other global, regional or departmental strategic priorities.
• You mentor and train less experienced team members, fostering a collaborative and high-performance culture.
• You lead cross-functional teams to resolve complex customer issues and drive product adoption.

Qualifications

Skills & personal attributes

• Excellent understanding of research communities. Knowledge on consumer empathy programs is a plus.
• Strong analytical skills and experience with data-driven decision-making.
• Excellent communication and interpersonal skills.
• Strong affinity with technologies & AI
• Strong project management skills
• Strong client management skills, ability to negotiate, convince and manage expectations.
• Commercial profile sensing client needs through active listening, spot opportunities and upsell new features.

Qualifications:

• Bachelor's degree in Business, Marketing, or a related field.
• 5+ years of experience in customer success, account management, or a related field.
• Proven track record of managing strategic accounts and driving customer satisfaction.