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A bit about us…

We exist to accelerate performance for marketers.
Xeim achieves this by providing the advice, intelligence and connections that marketers need to set themselves apart from their peers. Our market-leading brands and industry experts provide insight, analysis and propriety content, attracting over six million digital contact points every month.

The Xeim portfolio brings together a group of marketing brands that have been a leading source of market intelligence, data, training, consultancy and thought leadership for more than 40 years. Our brands include Marketing Week, Econsultancy, Festival of Marketing, Influencer Intelligence, Mini MBA, Really B2B, Oystercatchers, Creative Review and Design Week.

How you will help us grow…

Delighting our customers through excellent customer service is key to us achieving MAP23.

Our team of four Customer Success Managers work as strategic and supportive partners to our enterprise customers at Econsultancy and The Influencer Group (TIG). The Customer Success team focus on understanding customer need, presenting product information and addressing customer issues to help the sales team build loyalty and ensure long-term client retention.

The Senior Customer Success Manager is a player/manager role. As ‘player,’ the successful candidate will work directly with Econsultancy customers and their Account Managers on the Renewals Team. There is a mix of administrative support and direct client facing contact, to drive frequency of subscription usage. The goal is to engage end users through every stage of our Customer Success Journey plan, proactively identifying retention risks and new opportunities. Effective customer success management should maximise the sales time for Account Managers.

The successful candidate will also lead the team of three Customer Success executives. Setting a high standard for proactivity and insight, then holding the team to account to deliver that standard will be key.

The ideal candidate must be willing to contribute to all tasks needed to support the successful sales process and customer experience. The Customer Success team sit within our overall client services team and are the ‘central hub’ between the sales team, our end users, customer services and central marketing teams internally. The candidate must therefore be professional, efficient, well-organised and able to adapt to different working styles across the business.

A day in the life of…

• Lead the Customer Success team by example. Set the standard high for reactive customer support, and proactive customer outreach. Use insights to drive retention and growth across all subscriptions.

• Be expert in all subscription resources, and platform functionality.

• Adhere to all tasks assigned to Customer Success in our Customer Success Journey Plan. These include onboarding new users, training existing users, identifying important contacts, mitigating risks and spotting opportunities, working with Account Management to plan ways to drive client engagement from existing subscribers, inactive subscribers and reaching out to potential new subscribers.

• Attend regular meetings with account managers and head of client’s services to analyse subscription activity and customer success plans. Work with account managers to highlight low activity and potential ‘at risk’ accounts and collaboratively create a plan of action to independently undertake.

• Complete monthly on-boarding campaigns for users to ensure that year one accounts and any new joiners on the subscription can register for a training webinar.

• Confidently host webinar sessions alongside our account management team with our users to ensure all users are fully trained on Econsultancy products and promote the subscription resources.

• Maintain our client hub/onboarding pages with relevant curated content, subscription events and product updates at scheduled dates in line with the customer success plan.

• Promote subscription events including webinars, Digital Shift and Key Subscriber Events to our key subscribers and team stakeholders to help drive event attendance.

• Work alongside our Account Management team on ad hoc key projects that will help drive top tier end user’s engagement. This may include reaching out to key clients over the phone, collating feedback survey data, creating bespoke presentations decks and reports, curating specific content at request.

• Be proactive in maintaining the account activation rate and follow up directly with any pending invitations to ensure all have been fully onboarded to help grow our user base and engagement rates.

• Proactively reach out to clients to make them aware of resources that are available as part of the subscription, tailored to client role.

• Act as a pivotal point of contact for end users, reacting to requests for help on navigating the platform or finding specific content. Use these interactions to build a deep understanding of each client’s need and use case.

• Support administrative processes for our subscriber base including responding to client queries and updating user lists using exact target bounce reports.

What we look for in you…

• Minimum 5 years in customer success, account or client supporting role.
• People management experience desirable.
• Competent in Microsoft Word, PowerPoint and Excel with an understanding of basic formulas and pivot tables.
• Knowledge of Salesforce is beneficial
• Client-facing experience with high value customers.
• Confident written and verbal communication, excellent proof-reading skills.
• Organised and able to handle numerous tasks at once.
• Strong attention to detail on administrative tasks.