Customer Success Support London, England
Job description
We're looking for a Customer Success Support to join us here at GWI. Not just any Customer Success Support though. Someone ambitious and genuine, who works best in the midst of a collaborative and forward-thinking team. That's because as a GWIer you'll be immersed in the fast-moving world of data tech. We think big to make an impact, we think big, we're not afraid to ask why and we always show respect. Those values are what got us where we are today, and they're a big part of what we're looking for in you.
About the job
The Customer Success team at GWI is responsible for helping clients to achieve their desired outcomes through the adoption and practical application of our product and data sets. This is achieved through proactive relationship building, education, and consultative support.
What you'll be doing
Working within our Agency/Mid-market vertical, you will assume ownership and management of client relationships, with a particular emphasis on developing scalable, low-touch, and technologically-driven strategies to achieve these objectives.
- Ownership and management of Intercom (our live chat).
- Manage the GWI Help Center and all related content to ensure that our collateral of training material and guides are fully up-to-date.
- You will be a GWI product and data expert and will use this knowledge to provide guidance to users via live chat, email, and video calls.
- You will lead our live training webinars and deliver ad hoc training sessions.
- Collaborate, support, and build relationships with all teams across GWI. You will be the internal voice of the customer, ensuring that all client feedback is channeled to the relevant teams.
- For clients in a specific revenue bracket, you will work with the team to onboard new clients and conduct quarterly client reviews.
- In addition, you will proactively generate content on a quarterly basis, which can be shared individually or with multiple clients.
About you
First things first, as a disruptor in the global market research industry, we haven't come this far without entrepreneurial spirit and a get-up-and-go attitude. So if you think we'll see that in you, then you're already halfway there. Here's the rest of what we'd like you to bring to the table.
Essentials
- Strong written and verbal communication skills
- Eagerness to learn and strong desire to progress
- Genuine passion for working with people and helping others
- Team player, able to build strong relationships with colleagues from across the business
- Flexibility, natural ability to switch between different roles and wear different hats
- Highly organised and able to juggle multiple tasks with competing deadlines
- Customer focused mindset, with a natural ability to relate to clients and understand their issues - while delivering a high level of customer service.
Nice to Have
- Experience working in a Customer Success or Support team/Client facing role
- Experience working at a SAAS business or with market research/audience profiling data
- Experience using support tools such as Intercom, Drift, SalesLoft, Zendesk, etc.
Our benefits
Great benefits make a big difference. Not just to employees, but to the whole vibe of a business. That's why when you work for us, you'll enjoy a full spectrum of generous perks, rewards and office benefits.
- Competitive salary and discretionary bonus
- 25 days annual leave (prorated)
- Hybrid working, flexitime and a great work-life balance (don't just take our word, check out Glassdoor)
- Allocated shares according to GWI's share scheme
- Work from Anywhere policy
- A range of discounts and freebies
- LinkedIn Learning and ongoing Learning and Development opportunities
- Simplyhealth cash plan for everyday healthcare
- Auto-enroll pension plan with GWI matching up to 4%
- Cycle to work scheme and commuter season ticket loan
- Commit a working day to charity each year
- Early finishes on a Friday
- A well-stocked fridge, plenty of snacks (some healthy, some not so healthy)
- Regular social activities, including free online yoga and team outing
Who we are
GWI was founded with the knowledge that understanding your audience is really important for business. When you know who you're speaking to and why, you can create content and campaigns that stand out to the people that matter.
Through our global online survey, we gather data on the behaviour and perceptions of consumers across the world. This provides businesses with deep, actionable insights on their audience, revealed from data they trust.
It's been going well, too. Since launching in 2009, we've become one of the UK's fastest growing target audience companies. We're not about to stop growing any time soon. As a business, we're on a mission to re-engineer data-driven marketing, and we're on the lookout for talented people to join us.
Diversity & Inclusion
Imagine if our data came from just one kind of person. We'd get a very nuanced view of the world. And we definitely wouldn't have got off the ground as a business.
Although things certainly aren't perfect, we live in a society where differences are increasingly celebrated – so we'd expect nothing else from our teams. In fact, the GWI office is as diverse as our global data, it's really important to us that it stays that way. This is a place to feel at home, express yourself freely and make your mark.
#li-hybrid
