Senior Client Success Manager

  • Full-time
  • Client Success
  • London

Description

Responsibilities and Accountabilities


Responsibilities:


  • As a senior client success manager, you will be responsible for coaching and training other members of the client success team, including client success managers, executives and interns that sit within your line management.
  • You will personally manage the full strategy for tier 0 clients within your portfolio.
  • You will be responsible for full team forecasting (all clients within your team) and providing status updates as and when required.  This includes strategic commentary for weekly and monthly reports, QBR presentations and sector benchmarking.
  • You will also be responsible for analysing client data that is supplied to you from your team, ensuring its accuracy, and allowing you to make strategic decisions on the accounts within your portfolio.
  • Ensuring excellence and compliance within the company’s use of CRM systems (currently Hubspot from an existing business perspective) for the receipt of campaign briefs, onboarding execution and ongoing client support - the CS ‘gold standard’
  • Feeding into the product and tech roadmap and sharing the latest client trends and requests via the customer feedback loop.
  • Strategic upselling and cross-selling to existing clients three months after their launch, resulting in revenue being delivered across two products or more. Products are being defined as overlays, basket backup, notifications and codes.


Accountabilities:


  • Sign off on all team’s activity before ‘go live’ - ensuring HubSpot is correct and checklists are completed.
  • You will be accountable for ensuring clients within your and your team’s portfolios fall in line with set service-level agreements (SLAs).
  • You will be accountable for delivering the portfolio target for your team.
  • You will be accountable alongside the rest of the client success team for returning a customer satisfaction (CSAT) score of 70%+ - this will be sent every six months to all clients for a general view of our service levels.
  • You will be accountable for reviewing all team accounts on a monthly basis to ensure tiers are reassigned correctly.


Requirements

Who are we looking for?

The ideal candidate will come equipped with ample affiliate marketing experience and a vast network of industry contacts and relationships. Proven experience within a similar role is preferred, but those also looking for the next step up are encouraged to apply. Experience in negotiating commercials is expected and will be tested during the interview process. 


Facing new challenges on a daily basis, you’ll need to be solution-oriented from the get-go, be able to handle client queries (the good and the bad!) effectively alongside proficient organisational skills and attention to detail. The right candidate will enjoy facetime with clients (that’s offline as well as online!) and will be a competent communicator both internally and externally.


We believe collaboration is key to success. The right candidate will be a great team player and be able to support your colleagues in a fast-paced and demanding environment. A high level of energy will be needed - so ensure you’re bringing that in abundance!


As per the nature of digital, existing knowledge of Microsoft Office and the Google Suite range will also be beneficial, however, training will also be provided.


Professional requirements

  • Excellent knowledge of online marketing and how businesses use martech solutions
  • Strong analytical skills and ability to analyse trends and take actions
  • Confident communicator, with proven oral and written presentation skills
  • Experience in the coordination and management of a portfolio of clients
  • Great team worker with strong organisational & multi-tasking skills
  • Solutions-oriented with strong problem-solving skills
  • Basic design skills with a working understanding of Photoshop and relevant design applications
  • Strong grasp of Google Drive applications: Sheets, Slides, Docs, Gmail
  • Understanding of the importance of a well-maintained CRM (intent.ly uses Hubspot)



Personal requirements

  • Results-driven; 
  • Proactive and able to take the initiative
  • Excellent communication, presentation & interpersonal skills 
  • Positive outlook, proven ability to handle pressure
  • Shows a passion for what they do
  • Team player







Benefits

What will you get in return?

We are a young, dynamic company that has built a strong UK and international presence in a short space of time. We work hard to ensure that everyone’s job at Intent.ly is the right balance between challenging and fun, in a rewarding and supportive environment. This role will be a hybrid role between working from home and WeWork in Canary Wharf.



  • Competitive salary
  • Time off for your Birthday
  • Regular social activities and team social fund.
  • Hybrid working policy
  • Be part of a hyper-growth region


There are many opportunities to join tech ventures. However, there are very few opportunities to join exciting, proven and profitable tech companies. Apply today to become part of Intent.ly’s very bright future.