Futuresource Consulting is a market research consulting companythat provides a range of specialist intelligence reports and ongoingpersonal debriefs to support with business decision making. We prideourselves on delivering fact-based insights and market forecasts on aglobal scale – advising on strategic positioning, identifying keytrends, analysing competitors, and underpinning major technologicaldevelopments.
We are seeking a Customer SuccessManager to join the Sales team reporting into the Director ofSales Operations. You will be the intermediary (primary point ofcontact) between the customer and our organisation, demonstratingsound communication and business acumen to effectively manage internaland external stakeholder expectations. You are passionate aboutdelivering an excellent customer experience and have demonstrableplanning, problem-solving and communication skills.
The Futuresource offices are located in St Albans, yet weextend a warm welcome to candidates from anywhere within the UK,offering a hybrid/remote working arrangement for the ideal candidate.
Role and Responsibilities
* Being the overall primary point of contact for thecustomer, managing the overall responsibility for the customerengagement process, and collaborating with internal teams inconducting service reviews with customers.
* Clarifying andcommunicating customer requirements, issues and escalations internally
* Ensuring intelligent data analysis is readied for allmeetings.
* Feedback outcomes and learnings to relevant areasof the business.
* Representing customers in discussionsregarding support processes and project delivery.
* Supportingthe sales team with understanding and defining customer needs andexpectations.
* Any other tasks as required to meet the needsof the role.
This is not an exhaustive list,and will be subject to review on a regular basis, to meet the needs ofthis new and developing role.
Skills andexperience
* 2/3 years within a Customer Success roleor knowledge of Customer Success best practice
* Highlyorganised with the ability to plan for short, medium and long-termobjectives.
* Technically savvy with the ability to translatetechnical information and concepts into business requirements.
* Able to monitor and deliver against key metrics to helpinform delivery improvement activities.
* Diplomatic and adeptat operating across different departments and reporting structures.
* Curious, analytical and inquisitive, you will be comfortablewith challenging the customer to ensure we fully understand theirdesired outcomes.
* Able to work under own initiative andcollaboratively.
* Prior experience dealing directly withsenior stakeholders desirable
* Proactive customer reach outexperience and strong, credible and trusted customer interactionskills
* Proactive customer reach out experience and strong,credible and trusted customer interaction skills
* Wellorganized, self-motivated and driven by success both personal and forthe company. Works on own initiative to deadlines without constantsupervision
* Expert communicator, with extremelywell-developed skills in listening, building rapport, presenting andproducing written communications
* A positive, resultsoriented approach
* Proven track record in Market Research and IndustryAnalysis
* Customer Success or Service Delivery successworking in a Market Research environment
* Competencedeveloping and delivering data or presentations to diverse audiences
Package
* Company Pension scheme.
* 25 days of annualleave, with an additional day for each year completed.
* Chilldays dependent on length of service.
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