Customer Success Manager London, England
Job description
Are you looking for an exciting new challenge in a fast-moving global travel media agency? Are you a multi-tasker with a passion for account management, customer retention and client onboarding? We’re looking for a dynamic self-starter who will help shape a brand-new department within the company dedicated to building long-lasting relationships with our varied client base.
Ink is the world’s leading travel media company. With offices in Europe, Asia, and the US we work with the world’s biggest airlines and travel brands, producing inspiring stories and commercial opportunities, on multiple platforms for a global audience. Our in-house creative agency Ink Studio creates award-winning editorial and branded content for use across these channels via print, social, web and TV. Our sales teams work with thousands of innovative advertisers across the globe every year.
In 2019 we became part of Stagwell a Nasdaq trading company, founded in 2015, by Mark Penn (ex-Microsoft). We have a collective vision as a global marketing and communications group on transforming marketing globally. We say our industry has been dominated for decades by four firms that haven’t evolved fast enough to adapt to the times. We believe that unrivalled creativity plus data-driven connectivity drives unmistakable effectiveness. Our headquarters is in London, and we have global offices in Miami, Singapore, and São Paulo.
Ink is looking for a Customer Success Manager with experience in the field of onboarding and maintaining client relationships, project management and helping businesses grow.
Working closely with key stakeholders in sales and Ink studio, as a CSM you will act as a bridge between internal and external teams. Your primary responsibility is to keep the customer’s needs and wants top of mind. As CSM, we want you to also focus on improving or maintaining customer retention and pinpointing selling opportunities to meet long-term customer goals.
Each week will be varied with multiple short term and long term projects to manage. You may find yourself onboarding and communicating with clients, gathering and delivering information between different teams as well as tracking and optimizing customer metrics.
Responsibilities for Customer Success Manager
- Establish clear retention goals and process milestones for the client and employees to work toward
- Assist customers as needed with our variety of platforms, activations and content creation projects.
- Manage workflows, build timelines and inform and educate teams and clients of clear deliverables.
- Seek to promote the value of the product and upsell services and products, elevating our brand image and promoting value through customer experience
- Assist in building out and developing the customer success team.
- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
- Optimize existing processes within the company and actively enhance all Customer Success initiatives
Qualifications for Customer Success Manager
- 3-5 years of experience in customer service or customer success position strongly preferred.
- Experience working with brand image and promoting value through customer experience.
- Exceptional ability to communicate and foster positive business relationships.
- Accountability and personal organization are essential
- Experience in managing a diverse group and training each according to company standards
- Ability to establish milestones and keep all team members on task
- Experience analyzing and optimizing the existing processes in the Customer Success department
- Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
- Have the ability to travel as and when is required for the job.
- The ability to speak multiple languages is a plus.
Applications MUST include a covering letter describing why you're the person we're looking for, what experience you are proud of and can bring to the company, an up-to-date CV. Successful candidates will be invited to interview.
Job Type: Full-time
Ability to commute/relocate:
- London, Greater London: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 3 years (required)
- Customer relationship management: 3 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
