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Customer Success Team Manager - £70k Base plus Bonus

Customer Success Team Manager - £70k Base plus Bonus

Customer Success Team Manager - £70k Base plus Bonus

Head of the Client Relationship and Success Management Team

My client is looking for an experienced manager based in London to manage a customer success team based in both New York and London to manage client facing/relationship teams.

You will be responsible for a CRM team to drive performance, increase client engagements, implement the companies and account strategy, share knowledge and help team members provide top quality service to my clients’ customers, in order to retain customers and give them the highest quality of service.

Your responsibilities will include:

  • Manage a team of 4-8 Client Relationship Managers based in New York and London.

  • Responsible for talent development, coaching, goal setting and overall performance management of the team.

  • Develop and maintain oversight of relationship strategies and account plans for clients managed by the CRM team in each region.

  • Coordinate closely with Sales and Market Development on strategic client outreach.

  • Ensure that the team is meeting defined performance KPIs for client meetings and engagements to increase client usage of Fitch Solutions’ products, identify up-sell or cross-sell opportunities, build and maintain client relationships and improve client retention rates.

  • Prioritize Tier 1 and low usage clients, followed by all other Client Touch Plan activities.

  • On-board new clients efficiently and accurately within required timeframes.

  • Build and maintain strong client relationships and become a management point of escalation for the client across all products/platforms.

  • Where applicable, assist in the resolution of service trend issues and liaise with Client Services team managers in each region to effectively assess and manage client satisfaction.

  • Maintain accurate client records and ensure meeting notes, takeaways, market intelligence and feedback are entered into Salesforce.

  • Provide client feedback to Product and Sales as appropriate to support product enhancement, renewal and growth objectives.

  • Utilize Salesforce Service Cloud to log issues, escalate unresolved queries and follow-up with relevant departments for issue’s resolution.

  • Inform clients of relevant research, new product developments or updates.

  • Manage KPIs for the team including retention rate and content usage of clients assigned to the team.

Qualifications and experience:

 

  • Ideal candidates  will typically have approximately 10 years’ experience in client service, client relationship managing and the direct management of client facing teams.   

  • Highly client-focused with demonstrated commitment to relationship building.

  • Analytical skills with the ability to think strategically about client solutions.

  • In-depth technical / product / content knowledge as well as understanding of the client organization.

  • Ability to work in a multi-cultural, global environment.

  • Accuracy and high attention to detail.

  • Excellent problem solving and decision-making skills with a collaborative approach to handling issues.

  • Strong verbal / written communication and presentation skills.

  • Highly motivated, flexible, proactive, and adaptable to change.

  • Fluency in both written and verbal forms of English is essential. Other European languages fluency would be an advantage.

For more details on this role, please send a cv to Edward.manley@harringtonstarr.com