Customer Success Specialist - Europe

As the research and analysis division of the Economist Group, The Economist Intelligence Unit (EIU) helps leaders prepare for opportunity, empowering them to act with confidence when making strategic decisions. The EIU is the global standard in providing high quality, actionable intelligence to the public and private sector, assessing issues that impact the businesses in more than two hundred countries

We are looking for Customer Success Specialist to join our business at a time of significant investment and growth on a 12 month FTC

You will be responsible for ensuring the success and satisfaction of our clients to deliver revenue retention, leveraging your passion for innovation and customer centricity to deliver an exceptional customer experience

Your primary focus will be driving solution adoption and value creation for our clients, handling customer queries, supporting the renewal process and monitoring the health of our customers to ensure we maximise retention revenue

This is a great opportunity for someone join an energised team, with the opportunity for further career progression. You will report into our Global Head of Customer Success supporting our regional account management teams

Key Priorities

• Foster senior relationships with key clients to support account teams in delivering against client expectations, value plans and positive renewal outcomes.
• Monitor account health (product usage, adoption rates, customer satisfaction, identify areas of concern, potential growth opportunities) to ensure positive renewal outcomes
• Partner with Account Managers providing insight into usage trends, identifying key users / champions to create adoption strategies that help clients maximize the value of our solutions
• Be the first point of contact for client queries, troubleshooting and issue resolution
• Conduct new client on-boarding and new user training
• Provide curated content (webinars / white papers / special reports) to key user groups and customers
• Leverage data and client sentiment to drive the voice of the customer across the business to improve solution offerings and client satisfaction

• Customer Success experience in a fast-growing organisation
• Ability to prioritize to align priorities to the company’s commercial objectives
• Effective communication skills with ability to flex style based on audience and purpose
• Demonstrated knowledge of customer success, markets, and workflows to shape retention strategies
• Natural collaborator that can drive customer advocacy and influence stakeholders across functions
• Innovator who utilizes data to inform decisions, simplify complex problems, improve the client experience and customer lifecycle