We're on the lookout for someone who is customer-obsessed to join our Customer Success team.
LOCATION: London/Hybrid (3 days from the office) SALARY£30,000 - £35,000 per annum ? Our purpose is to inspire organisations to put kids, teens, young people, parents and families at the heart of everything they do ? Our mission is to be the business-critical partner across organisations' key disciplines underpinning their every decision ? Our strategy is to transform how organisations leverage market intelligence globally, regionally, and locally with our one-of-a-kind methodology Key Responsibilities including but not limited to: Client Onboarding: Lead the onboarding process for new clients, including product setup, training, and initial support to ensure a smooth transition.
Account Management: Develop and maintain strong relationships with key stakeholders, understanding their business goals and aligning our solutions to meet their needs.
Customer Support: Provide expert-level support to resolve any issues or concerns promptly, ensuring high levels of customer satisfaction.
Product Adoption: Proactively drive the adoption of our features and functionalities, providing guidance and best practices to help clients leverage our solutions effectively.
Renewals and Upsells: Monitor account health and work towards renewal and expansion opportunities by identifying additional needs and recommending relevant upgrades or, additional services (including custom research projects).
Mitigate Churn risk: Proactively identify and minimise churn risk across your account group Feedback Loop: Gather and relay customer feedback to the product and development teams to contribute to the continuous improvement of our dataset and portal.
Reporting and Metrics: Track and report on key performance metrics, including customer satisfaction, product usage, renewal rates/ Annual Recurring Revenue (ARR), growth opportunities, and churn risk to drive the business forward and achieve success.
Borrow trust: Identify referral opportunities to generate new business leads for our sales team.
Essential skills & attributes: Three plus years' experience in a client facing (account management or customer success) role, managing and leading a group of accounts.
Customer-obsessed, focused on delivering real business impact for your customers.
Market research advocate, be able to understand the application of market research and build a story using data.
Commercially minded, being on the lookout and listening for new opportunities to embed and grow the existing relationship.
Relationship building in person and virtually by mapping and creating a network of client contacts.
Assessing a business challenge from multiple angles, presenting an array of options to action.
Ability to simplify the capability and functionality of an online interface to match the relevant audience.
Flexibility to adapt to changing priorities and needs from both the business and clients.
Founded in 2017 and now operating in 22 countries across six continents, The Insights Family has built the most comprehensive and up-to-date understanding of what kids, families, and young people think, feel, and do.
Over the past seven years, the company has closely tracked the evolution of a generation following the lives of kids aged 3-18 and parents of 1–16 year-olds.
We offer a competitive salary and benefits package including but not limited to: Generous annual leave allowance, core office days, winter Mondays and summer Fridays, discretionary festive shutdown, private healthcare, core hours and much more.