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Client Success Manager
Department: Account Management
Location: London, UK
Description
Note: This role is primarily remote with the expectation of meeting in person in Central London up to 2 days a week.
A Client Success Manager plays a critical role in servicing accounts that are key to the future success of the company. In this role you will work alongside the Senior Account Managers to execute on customized client engagement strategies to ensure our clients are deriving the maximum value from CFRA's services. The Account Management team works with the Sales, Research, Product, Marketing and Sales Operations Teams to develop an in-depth understanding of each client’s requirements and tailors’ solutions using CFRA content, products, and expertise to meet the client’s needs.
Key Responsibilities
- Develop a deep understanding of your clients, including their objectives, needs, and working styles
- Drive adoption of products/services
- Monitor usage data to target inactive users
- Maintain accurate users lists that reflect active users
- Seek opportunities for growth, specifically with user adds, within existing accounts
- Serve as the product expert for services within your client base
- Conduct product trainings
- Assist with inbound product and research related questions
- Partner with Product to ensure client feedback is integrated into product enhancement roadmaps
- Partner with Marketing on campaign strategies within existing accounts
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Skills, Knowledge and Expertise
- 1-2 years of experience in Customer Success, Account Management, or a related customer-facing role
- Previous experience servicing institutional clients is highly preferred
- Previous experience in a Research environment is highly preferred
- Hands-on experience with CRM tools (preferably Salesforce)
- Collaborative work ethic and a goal driven individual
- Excellent communication and interpersonal skills with the ability to build rapport and trust with clients and internal teams
- A customer-centric mindset with a passion for helping clients succeed
- Ability to prioritize tasks and manage multiple client requests
- Strong problem-solving skills and a proactive approach to addressing client challenges.
- Ability to meet in person in Central London for team and/or client meetings up to 2 days a week
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Benefits
- Sick Days
- PTO
- Holiday Pay
- Health, Dental, & Vision Insurance
- Company paid Life & Disability Insurance
- Competitive Pay
- Performance Bonus
- Pension
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