Customer Success Executive

Key responsibilities

Client management

  • Working across the Contentive portfolio you will project manage the successful delivery of client campaigns (events & media) acting as a bridge between the client and all internal stakeholders (marketing, editorial, product, event operations).
  • Serving a defined customer list, of which you will retain upon renewal, managing their campaign to the agreed timeline, with an appropriate level of customer contact, and responding to their queries in a timely and professional fashion.
  • Increase customer renewals and their lifetime value, spotting opportunities for cross-sell and upsell and communicating them to the account managers.
  • Set and manage client expectations and provide regular reporting, updates and champagne moments to delight and exceed customer expectations.
  • Act as a trusted advisor to ensure our clients understand how to secure maximum value from working with Contentive.
  • Be proactive with tackling issues, and when necessary raise with the Head of Customer Success.

Internal management

  • Support the core customer success mission by aligning the key internal stakeholders (Commercial team: new business, account management), securing their engagement, communicating what is required of them and deliver the frameworks in which they also should operate (SPICED, Kick off Call, Campaign Success etc.)
  • Deliver clear campaign briefs to the ‘Small Events & Media’ and ‘Large Events & Awards’ marketing teams so they can effectively execute campaigns designed to deliver on customer objectives.
  • Support the evolution of CS and uphold rules for client engagement for both the CS team and internal stakeholders.

Duties & Responsibilities:    

ABOUT YOU

The Ideal Candidate

  • Some previous work experience ideally in a customer facing role is preferred.
  • Strong IT skills, with the ability to pick up new systems quickly
  • Highly organised and structured planner with the ability to deliver projects on time

Personal Characteristics:

  • Great attitude: proactive and energetic, enthusiastic and fun to work alongside, with a strong work ethic
  • Outstanding people skills with the ability to develop relationships with a wide range of individuals
  • Excellent accuracy/attention to detail essential
  • Excellent verbal and written communication skills required
  • Commercially aware
  • Able to remain calm under pressure in a fast-moving environment
  • A born problem solver
  • Excellent skills in diplomacy

OUR CULTURE:

Our culture is inclusive, modern, friendly, smart and innovative – we seek to employ bright, positive thinking individuals with a can-do attitude.  Our people enjoy challenging themselves to be the best at what they do – if that sounds like you, you’ll fit right in!

Contentive see diversity as a really positive thing that actually creates a better workplace and delivers better outcomes, so we are really keen to maximise the diversity of the workforce and actively encourage applications from anyone and everyone.

 

OUR VALUES:

  • Passionate
  • Flexible mindset
  • Humble and Social
  • Curious
  • Accountable
  • Diverse and inclusive.

 

WHAT WE CAN OFFER YOU:

  • 25 days of paid holidays (plus a Birthday Day and an additional day off around Christmas)
  • Life Assurance – 4 x annual salary.
  • Pension Scheme

 

 

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