Customer Success Manager
  • Location:

JOB PURPOSE
 
We are looking for a personable and outgoing Customer Success Manager who will support a team of Customer Success Executives in its headquarters in London.
 
The Customer Success Team is responsible for driving more proven value to our customers. Their aim is to make our customers as effective and successful as possible which in return will increase ROI, thus retention rates and lifetime value. Rather than signing customers up and then letting them stumble around with the hope that they get value from our events, the Customer Success Team will equip them with the tools and knowledge they need to maximise the value they get from us.
 
This is a new strategic approach for ITE and the Customer Success Manager will support the Head of Customer Success instil the right culture by developing and coaching the team in how best to support our customers.   It’s essential that we make it easy for our customers to do business with us and this means pro-active contact with our customers to volunteer tips and advice on how to be successful.
 
You’ll have superb communication skills, be excited about helping customers to grow their business, handle stressful situations like a seasoned pro as well as inspire teams to perform to the best of their ability.  
 
This is an exciting opportunity to be part of something new.   This is a perfect role for an experienced customer success or service manager who wants to help build a re-focussed team that champion the customer.   Whilst the primary focus will be on supporting and developing the London team there will be some opportunity to travel to our Moscow and Istanbul offices to help share learning and best practice.
 
 
KEY ACCOUNTABILITIES
 
  • Develop and inspire the Customer Success team
 
  • Instil a culture of Customer Obsession into the team
  • Develop team members skills through training and coaching  
  • Act as a true customer champion around the business, ensuring the customer is at the heart of everything we do
  • Continue to refine processes to reflect customer feedback
 
  • Drive true value for customers
    • Ensure customers queries are answered promptly and accurately in line with SLA’s
    • Encourage customers to plan for the show
    • Help where required but tailored to their needs
    • Delight customers over the course of the show cycle
       
  • Manage Customer Success Team
    • Manage and develop a team of customer champions
    • Provide ongoing training, development & sharing of best practice
    • Be a champion for the team and ensure their achievements are celebrated
    • Setting and then monitoring team KPIs
 
 

TOOLS & SYSTEMS

  • CRM experience (preferable: Salesforce or Microsoft Dynamics)

 

PERSON SPECIFICATION

  • 3 years’ experience in either Customer Success or Customer Service or equivalent history in increasing customer satisfaction, adoption and retention.
  • Proven customer delivery management experience.
  • Proven ability to drive continuous customer value from products/services.
  • Impeccable communication skills: written and verbally.
  • Strong team player.
 
  • Thrives in multi-tasking environments.
  • Must be comfortable in working under pressure.
  • Must be eager to learn and adapt.
  • Personable, patient, passionate.
  • Line management experience

Attachment: Download job spec

Posted on: 03 Jan 2018 Closing date: 09 Feb 2018



Apply here

Or send us an email to:
careers@ite-exhibitions.com