Customer Success Manager

at  SoPro

JOB DESCRIPTION

With offices in Brighton, Skopje and Miami, plus a team in Serbia, Sopro provides sophisticated digital marketing services to hundreds of businesses, from innovative start-ups to global brands.
Sopro revolutionised prospecting when we started eight years ago, and we continue to operate at the cutting edge. Our technology, data, processes and people mean there’s nothing quite like Sopro.
We’ve evolved from our initial focus on email prospecting, and we now offer a fully managed, totally synchronised, multichannel outreach service. Our relentless focus on innovation makes it an exciting time for our clients, and our staff.
Sopro is committed to providing an inclusive, rewarding and fun place to work and received a “Best Place to Work” award at the UK Business Awards 2021.

ABOUT US

We’re the people behind the prospects. For all the clever tech, what makes the Sopro service stand out is the people. As we like to tell our clients, we’re a team not a tool.
Our values permeate Sopro Group through our behaviours, not only as people but across the business.
We invest in our people, their development, our products and our working environment. We are ambitious, not only as a business but by encouraging passionate and imaginative collaboration. We are people who are proud of our identity and celebrate each other’s successes, whilst giving back to our local communities. We are open and transparent, with our clients and our people – each team member has a voice, and we ensure it is heard!

THE ROLE

Within our growing GDPRLocal team, we are looking for a Customer Success Manager who will contribute to the overall satisfaction and success of our clients.
As a Customer Success Manager, you will serve as the first point of contact for new and existing clients, ensuring a warm and welcoming introduction to the business. Your role extends to providing essential client support by addressing basic inquiries and efficiently redirecting more complex matters to the appropriate stakeholders within the Sales or Service Delivery departments.
This role would be a perfect fit for a startup enthusiast with great English skills, able to provide great customer service and build long-lasting relationships with our clients.

KEY RESPONSIBILITIES:

• Manage and nurture a portfolio of new and existing clients, fostering strong client relationships and ensuring clients achieve success with our service, with a focus of maximizing retention of existing clients and renewals
• Plan, schedule and oversee key client communication points, by providing valuable information to all clients through all communication channels
• Act as an initial point of contact to all clients, including current and/or legacy customers as well as welcoming new clients after the sales process has been conducted, and answer any questions in regard to service delivery or the commercial aspect
• Lead the onboarding process of new clients
• Identify opportunities for upselling and cross-selling additional products or services and negotiate when necessary to achieve commercial goals for the business
• Content creation based on clients needs, focused on training materials or video content
• Conduct product demonstration to potential clients to capture the value and capabilities of GDPRLocal’s services
• Serve as the liaison between the service delivery department and the client, taking charge of commercial client communications while collaborating with the Compliance Team/DPO in service design processes
• Conduct client satisfaction audits on a 6 month basis to ensure ongoing client success and satisfaction with GDPRLocal’s products and services
• Understand then shape our approach to better develop, diversify, and grow client accounts