Location: London, UK

Office requirement: Hybrid, 2 days per week in the office

Employment type: Permanent

As part of our Commercial Customer Success team, you’ll:

Be a part of our dynamic global revenue team reporting to the Senior Customer Success Director. You’ll be responsible for helping to implement and execute an account retention plan focusing on driving high renewal rates and client engagement, in line with GWI’s growth strategy across your book of business.

Working with your dedicated set of clients, you will own, promote, and manage relationships with GWI users and decision-makers to ensure they are obtaining maximum value by realizing the full potential of GWI’s product offering:

• Own and manage the renewal process, ensuring high renewal rates across your account portfolio
• Identify opportunities for further account growth and collaborate with Hybrid Account Executives so that they can create a plan to win these opportunities
• Work with customers to ensure they are successful in driving value and achieving their business goals through their use of GWI’s products
• Focus on driving high customer satisfaction that leads to customer retention and growth by measuring key performance indicators such as churn, retention rate, and Net Promoter Score (NPS)
• Delivering exceptional onboarding for new clients and product training sessions to drive usage, engagement, and expansion opportunities.
• Providing best-in-class support and guidance to users via email, live chat, and video calls
• Work with Hybrid Account Executives to create success plans to document and track the achievement of desired outcomes, such as counteracting churn, supporting revenue growth and expansion, etc.
• Create powerful and relevant training collateral in the form of guides and videos
• Collaborate, support, and build cross-departmental relationships with all teams across revenue, product, marketing, and channel customer feedback to relevant departments
• Ensure superior usage and client engagement across your account portfolio, being proactively involved with users (ie. Pull, interpret, and analyze regular usage reports for risks within each of your accounts)
• Work with marketing to help obtain case studies/testimonials from existing clients
• Oversee and handle user/account administration
• Keep Salesforce up-to-date by logging all activity and engagements

You’ll need to be able to demonstrate the core skills this role requires. Here’s what the team will be looking for in you:

• Relevant experience in Customer Success or an equivalent client-facing role
• Experience managing customer renewals
• Highly organized and able to juggle multiple tasks at once
• Strong analytical skills with a high attention to detail
• Ability to bring data to life with stories and present with confidence
• Genuine passion for working with people and helping others
• Team player, able to build strong relationships with colleagues
• Ability to work autonomously and look for improvements in ways of working and processes
• Natural ability to switch between different roles and wear different hats
• Bachelor’s Degree or equivalent practical experience

Nice to Have

• Experience working with market research/audience profiling data at an agency, media publisher, advertiser, or marketing research firm
• Experience working for a B2B tech platform
• Experience using Salesforce, live chat software, and product analytics tools

The seniority and title of this position will be aligned with the successful candidate’s experience and demonstrated capabilities.

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