Customer Success Manager
The Client Services team includes customer success, support, and solutions engineering. Responsible for generating value for our customers by ensuring clients are using InfoSum to its full potential, have the necessary support and regularly feedback client use cases internally.
Sub Department overview:
Customer Success is responsible for understanding, representing and delivering outstanding customer service to InfoSum signed clients. This is achieved by consulting on 1PD strategy, platform usage and partnerships. The team relay core client requirements to the business and identify opportunities to collaborate across internal departments for renewals, platform challenges, upselling, case studies, legal queries to maintain service for clients.
Job Overview:
The Customer Success Manager (CSM) is responsible for managing and growing a mix of standard and strategic accounts by working with client engineering, product operations, and commercial teams to understand and implement a varied set of use cases. The SMCS manages the day-to-day client interactions to ensure they receive the highest value from the InfoSum platform and are always engaged. The SMCS is expected to manage and maintain a wide portfolio of client relationships with a regular focus on upselling and renewing contracts and starting to exhibit thought-leadership across the organization.
Core Responsibilities:
- Drive day-to-day interactions with a defined set of partners
- Act as the client’s go-to advocate and navigate internal processes at InfoSum and the client to provide the best outcome for the client
- Deliver analytical insights to the client by providing actionable recommendations
- Track performance and success of platform use to ensure InfoSum is driving towards the best possible outcome for the client / their partners
- Create and establish go-to-market plans for premium accounts and each of its multiple use cases
- Plan and execute QBRs and regular meetings
- Run a reliable and organized account process that keeps InfoSum on top of deadlines and capable of seamlessly introducing new revenue growth initiatives
- Additional responsibilities as and when required by the business
Requirements
The main skills needed to deliver the core responsibilities:
- Background in advertising technology
- Strong understanding of how data and identity is activated in the digital media ecosystem
- Clear written and oral communicator with emphasis on precision
- Demonstrable and consistent track record of successfully growing complex partnerships
- Ability to build and cultivate new relationships with potential and existing partners within all parts of an organization
- An organized self-starter that can diversify their skillset to meet business priorities
- Excellent interpersonal and customer-facing skills
- A high level of curiosity and willingness to understand complex solutions designed to service customer needs
- Track and communicate commercial and technical blockers for client success on InfoSum, including the commercial impact of client challenges and needs to support internal prioritization of solutions to their challenges
Benefits
A competitive salary based on your experience and ability to perform in role
25 days annual leave (excluding bank holidays) + a day off for your birthday + 2 Volunteering days
Private medical insurance
Life assurance - 4x your base salary
Fantastic corporate discounts and mental wellbeing support, including a top of line EAP.
Salary sacrifice schemes
Enhanced Maternity, Adoption & Share Parental Leave
We also reward our teams with monthly socials, 4pm finishes on a Friday & 3pm Fridays finishes during the summer months of June, July and August, 3 extra days off during the Christmas holidays and a culture built on recognition, collaboration and success