Customer Success Manager
Customer Success Manager
Infopro Digital group are recruiting for a Customer Success Manager on a permanent basis to join its success team.
The best of both worlds. That is what a position with Infopro Digital offers you. We are first a global company with 4,000 employees and annual revenues of over half a billion dollars with a presence in 18 countries. Through our market-leading brands, we serve five professional communities – insurance and finance, automotive aftermarket, construction, retail, and industry – enabling our clients to make informed business decisions and create new opportunities.
Secondly, our global brands focused on the financial services industry, known collectively as Risk Global, is a 300-person organisation with offices in Hong Kong, London, Nashville, and New York. Working in the Risk Global team means being part of a company that has strong financial backing, while at the same time giving you the power to truly make a difference.
Risk Global’s portfolio of brands include Central Banking, Chartis Research, Insurance Post, Insurance Age, Risk.net and WatersTechnology. Through our proprietary editorial platforms, we create unique market insight and technical content for senior risk, technology and trading professionals at banks, asset managers and insurers. In addition, we create high-value marketing services and research solutions to partners who seek access to our engaged communities.
Our people are passionate about delivering the best possible outcome for the customers and markets we serve. We are an impact-driven and entrepreneurial business that provides support while at the same time trusting great people to do great things. We are collaborative and move fast, with our people developing new skills even faster. Thanks to our international reach and locations, we celebrate and expect diverse perspectives and we believe these add to the richness of our business. We are committed to an inclusive workplace where everyone can be themselves. We also realise everyone has a life outside of work, and we offer flexible solutions to make sure everyone has a healthy work-life balance.
A bit more
As the Customer Success Lead, you will be responsible for ensuring Risk Global provides the best possible client experience and fully delivers on its commitments to our Market Access Solutions (“MAS”) clients. This is a client facing role that straddles Sales and Delivery functions and acts as a client advocate. You will support clients who partner with us to run marketing programs by proactively monitoring delivery activities and reporting success and progress internally and externally. You understand that to be successful you will need exceptional organizational skills and be able to juggle comfortably multiple parallel projects across different clients. You’ll know you were successful where we retain and grow these client relationships.
This is an individual contributor role who will work with key accounts globally and alongside team members based in Hong Kong, London, Nashville, and New York. You will sometimes have to adapt your working hours to accommodate clients in different time zones.
What you’ll do
Build and maintain effective relationships with key client stakeholders;
Monitor and report on multiple client programs simultaneously following a standardized process and utilizing tools such as Monday.com and Salesforce.com
Use multiple channels (chat/ email/ phone/ video/ in person meetings) to project manage programs and ensure clients understand the success of their programs
Partner with the Delivery function to ensure that client program strategies are deployed effectively and provide constructive feedback where required to solve problems
Act as a partner to the Sales function to ensure key stakeholders are aware of how client campaigns are performing and which tactics/ products regularly perform best
Promote value through customer experience.
Who you are
As a key member of the success team you will have the ability to engage with clients, colleagues and multiple stakeholders, forming effective relationships;
Can represent the brand and business externally, outward-facing role, with high levels of client and customer interaction
Demonstrated ability to work in a global organization and collaboratively across teams to build strong relationships and achieve objectives
A strong understanding with proven experience in a customer success or B2B marketing role
Clear, accurate and concise communication (both verbal and written) skills – you care about and spot grammatical and syntax errors before your colleagues or clients do.
Ability to work effectively with minimal oversight, which you understand requires being accountable, having exceptional organizational skills, acting always as a problem solver, being assertive but with a positive attitude.
What’s on offer:
We know great people make great companies. Infopro Digital is defined by people and passion, and powered by knowledge and innovation. Everything we do is centred on trust, integrity and respect. Our collaborative approach drives creativity across our markets; and our focus on giving teams ownership allows us to build an entrepreneurial culture where our people and brands can thrive and grow.
We run a Foundation which supports a number of charities. Staff can volunteer to contribute their skills and expertise to make a meaningful difference to the lives of others.
In addition to a competitive salary we offer the following benefits:
25 days annual leave (rising up to 30 days)
Group personal pension plan
Interest free season ticket loan (STL)
Private medical insurance
Employee assistance programme
Bonusly employee recognition
Employee discount scheme
Onsite monthly chair massage
Vodafone employee advantage scheme
Discounted gym membership
Additional life assurance
Bike to work
Give as you earn
Add partner to gym membership
Health cash plan
Personal accident insurance
Learn more about us
Infopro Digital is a B2B group specialising in information and technology. With a presence in 18 countries, the group has 4,000 employees of 55 nationalities.
Infopro Digital connects professional communities.
Our brands are leaders in the five key economic sectors: construction and public sector, automotive, industry, risk & insurance, and retail.
With our solutions, decision makers make informed decisions and companies develop their business and performance in a sustainable way.