Customer Success Manager at Informa

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Apr, 26

Salary

75000.0

Posted On

06 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Communication Skills, Presentation Skills, Interpersonal Skills, Teamwork, Time Management, Organizational Skills, Problem-Solving Skills, Technology Knowledge, Project Management, Client Engagement, Risk Management, Sales Collaboration, Data Analysis, Feedback Collection, Proactive Calling

Industry

Information Services

Description

Company Description We’re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100. Our purpose is to connect our customers to information and people that help them know more, do more and be more. No other company in the world helps more people share professional knowledge or make business connections. We run around 800 events each year, create digital platforms based on engaging news and information content, and operate professional development programmes for individuals and businesses. Job Description This is a remote position with limited travel. Candidates must be US based. The Zephyr Customer Success Manager (CSM) is tasked with working directly with clients to ensure success from the Client’s point of view. CSM’s will engage with clients with keen listening skills to capture the Voice of the Customer (VOC) and evaluate needed actions. The role is critical in accomplishing this mission by acting as the internal and external point-of-contact in managing towards the agreed upon solution for client-specific, tactical issues. They organize, manage, and execute cross-department, Client-related activities of critical importance to the long-term relationship with the Client. They are assigned the responsibility of maximizing our Client’s product and service satisfaction throughout this process and, ultimately, retaining our current and future client base. RESPONSIBILITIES As the Customer Success Manager, you will drive and assist in the process of delivering for Clients in a manner which results in success for the client leading to the ultimate goal of contract renewal. You promote maximum value from their investment in our services and subscriptions, aiming for full utilization of their licenses, listen to help identify new opportunities and collaborate with Client Services (CS), Sales, Account Management (AM), Product, and Development teams. You foster a relationship and deliver results over time and earn the view from the Client as being trusted advisor. Plan an overall strategy for all accounts leading up to contract renewals across all products Identify where risk exists within accounts, develop a plan, execute the plan, and drive to renewal Closely follow and engage at all stages of the Client lifecycle from post-sale to onboarding to renewal Examine usage statistics within Zephyr in order to capture the VOC and to plan accordingly where risks with adoption and usage are identified Continually monitor the evolution of the product, tools, videos, learning sessions, and more to leverage where clients will find more value from our tools and services Proactively call clients following up on the onboarding process, on-going customer service requests performed, effectiveness of trainings, and in instances – new product features Collaborate with needed cross functional departments related to capturing the VOC which includes Development, Product, Account Management, Client Services, Executives, and Individual Contributors Provide feedback from Client conversations to Individual Contributors and Managers Log Proactive Calling in SFDC as we strive to monitor the proactive engagement vs reactive engagement related to Client Services Use of various tools such as Pendo, SFDC, and Jira to drive activities on a daily basis Drive client projects and perform as Project Manager when necessary across the broader organization Develop opportunities and work with Sales to close the opportunity When involved with projects; manage risks, scope creep, and resets of client expectations Align objectives with company goals and drive to overcome obstacles to achieve goals Create and deliver monthly Executive Summary to upper management across renewals, Zephyr adoption, VOC highlights, Proactive Calling statistics, and highlights from AM/Project support Represent the business at trade events and on client site as needed Travel of

Responsibilities

The Customer Success Manager will engage with clients to ensure their success and satisfaction, driving contract renewals and maximizing product utilization. They will collaborate with various departments to capture the Voice of the Customer and manage client-related activities.