The Customer Success Associate in the newly created Customer Experience department will be responsible for the overall customer health, experience, and relationship for a portfolio of customers.
The Customer Success Associate will be working closely with a range of stakeholders and departments to deliver a world-class experience for every customer at every touchpoint.
What you'll do:
- Accountable for the overall health and success of a portfolio of customers
- Partners with the Account Management team to develop the overall account plan and strategy including customer goals, preferred outcomes, and pain points
- Building and maintaining strong customer relationships to continuously improve the overall customer experience whilst maximising RoI
- Responsible for driving retention and expansion of our customers, including identification of upselling and cross-sell opportunities
- Drive Customer Success best practices around periodic Business Reviews, Customer Success Planning, adoption strategies, governance, and advocacy
- Responsible for proactive outreach to customers within their portfolio, providing feature awareness and updates, together with training responding to the customer usage analysis
- Proactive and reactive response to identified risks threatening customer experience and ultimately the renewal
- Acts as a point of escalation and resolution for customer issues
- Represent their customers to key Cision where required including providing feedback on product and service enhancements
- Works cross-functionally and build strong relationships with New Business Sales, Account Management, Customer Support, Customer Onboarding, and Training teams
- Demonstrates use of Cision software and key functionality to drive adoption aligned to customer’s outcomes and goals
- Performs other duties as required
What you have:
- Experience with Salesforce and/or Customer Success software is desired
- Excellent English language skills, written and verbal. Additional languages are an advantage.
- Working knowledge of MS Office Suite including Word, Excel, PowerPoint and is required
- Highly customer focused; shows a real passion for the customer success industry
- Driven, self-starter, enthusiastic, and with an “ownership” mentality
- Adaptable and ability to thrive in a fast-paced, ever-evolving environment
- Proven experience in a customer-facing role demonstrating the ability to build long-term relationships - preference for customer success or account management experience in a SaaS company
- Ability to collaborate with internal partners whilst co-ordinating key customer deliverables ensuring a world-class customer experience
- Advanced listening and verbal communication skills to understand customer's needs, and the ability to respond clearly and concisely both verbally and in writing
- Enthusiast; strong work ethic with a positive mindset, and can-do attitude
- Influencing and negotiation skills
- Undergraduate degree is preferred
What we offer:
- Holiday - 25 days holiday per year + bank holidays, ability to carry 5 days over each year.
- Health cash plan employer paid at level 3. (Option to upgrade plan to level 4,5 or 6 + add family members at employee’s expense); Group life assurance - employer paid
- Sports benefit - gym/sport membership contribution - 50% or up to 25 GBP per month employer contribution
- Cycle to work; Employee discounts platform - through Reward Gateway
- Dental insurance - preference premiums at employee’s cost + option to add family members
- Employee assistance plan (EAP) & Full Calm subscription
- Maternity/parental leave policy & Sabbatical leave policy
If this sounds like you and you feel you have what it takes to succeed in this role, we want to hear from you!
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