Customer Success Manager.

The Job:

This newly created role is within a fast paced, fast growth B2B publisher, operating within an evolving and competitive market sector. The post-holder will play a pivotal role in the Customer Journey across several business lines for the company.

Responsibilities:

• To build and maintain solid long-term relationships with internal stakeholders
• To ensure that the customer is a primary focus throughout every journey within the business and to take full ownership of this strategy
• To strive for the ongoing improvement and optimisation of the customer journey and performance of each department you work with, creating the foundation for future growth
• Using data to understand current problems within each journey and use this data to create an efficient and customer centric outcome
• Champion the digital transformation keeping the customer at the heart of every decision.

Skills & Experience:

• The ideal candidate will live and breathe customer experience showing passion for the customer and their overall satisfaction with their journey at the heart of any process, have experience of using agile and lean thinking when looking at customer journey and process.
• Individuals with excellent communication skills, who can cite significant experience of managing stakeholder relationships, change and making commercial decisions, may have an advantage.
• Experience of analysing VOC (voice of customer) data and providing insight
• Experience of communicating the processes of complex analysis to an audience with varying levels of understanding.
• Strong relationship management with key stakeholders in order to help and guide them to the best solutions to the improvements in the analysis
• Ideally prior experience in a CX role in the B2B media industry required
• The ability to work with senior management across editorial, advertising, events, content marketing, and subscriptions