Customer Success Manager - Adoption - CEMEA

at  Financial Times

ABOUT US

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find an empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.

QUALIFICATIONS / COMPETENCIES / SKILLS / EXPERIENCE

Essential

• Proven ability to build relationships with customers and stakeholders (internal and external)
• Good questioning skills and an enquiring mind
• Able to plan ahead, prioritise and think strategically on pre-sales new business opportunities
• Excellent communication and presentation skills, both written and verbal
• Ability to align product and service features to customer needs
• Has to be comfortable working in a fast-paced environment
• Comfortable with data and digital technology

Preferred

• Background within a digital subscription, IT services or SaaS business
• Experience with Salesforce.com
• Experience in Customer Success or customer-facing roles, e.g. account management, sales, and ability to demonstrate a customer-centric approach
• Additional language (CEMEA region)

JOB PURPOSE

An opportunity to join a rapidly growing business in an exciting industry. Based at the Financial Times in Amsterdam, the role will be responsible for driving engagement of FT digital group subscriptions with prospects and new customers.
You will be responsible for growing readers’ engagement on B2B corporate trials to demonstrate the value that an FT.com subscription can deliver to the prospective customer’s organisation. In addition, you will work strategically with your sales counterpart to increase engagement and grow low value, high potential customer accounts.

MAIN DUTIES AND RESPONSIBILITIES

• Manage a handful of New Business accounts in year one of the licence. Work with the new business team to secure renewals and expansion on these accounts.
• Strategically manage and lead on multiple prospect trials varying in size, duration and complexity to demonstrate long term value of a FT.com subscription
• Work with prospects and customers to define and agree on expected outcomes for how the FT should be used across multiple functions within their organisations during a trial
• Use thorough knowledge of FT.com capabilities to link product features with specific customer outcomes during pre-sales demonstrations and customer consultations
• Deliver successful, high-quality customer journeys from pre-sales engagement through to onboarding, fulfilment and renewal where applicable.
• Collaborate with other FT teams, e.g. product, customer services and editorial, to deliver against customer priorities and improve internal products and processes.
• Collaborate with marketing and sales on new business campaigns.
• Report back to Team Lead and Regional Head on personal KPIs.
• Have a good understanding of the sales process and cycle to allow you to work effectively with the sales team.
• Support all pre-sales activities globally when required.