Customer Success Manager - Americas

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 quality, actionable intelligence to the public and private sector, assessing issues that impact the marketplace for over two hundred countries.

Currently, The EIU has an opportunity for Customer Success Managers based in three regions. In this role you will lead the training efforts for existing clients migrating from EIU’s existing platform to a newly designed platform.

The role will be the primary conduit between clients learning the new site and the Client Services team. Your success in this role will help to ensure client retention and justify price increases. You will also aid the technical team to identify bugs in the new site.

This is a 12-month fixed term contract.

• Train existing EIU clients on aspects of the new EIU Intelligence Platform
• Help to establish customer support practices
• Provide technical and product support to a variety of client personas
• Engage in strategic client relationships to ensure successful migration onto the new Platform
• Help Client Services team set up and coordinate training for clients in region
• Meet with existing strategic accounts across the region, maintaining relationships to ensure clients understand how to access previously used content on the new platform
• Identify risks to accounts based on migration efforts
• Escalate customer complaints to relevant team
• Completely understand navigation of current EIU platform, and how to translate navigation onto the new site
• Coordinate delivery of monthly usage statistics for existing clients
• Use Economist Group CRM to track interaction with clients

• 3-5 years in customer service or customer success position preferred
• An undergraduate degree preferably in international affairs, communications, economics or equivalent work experience
• Understanding of business trends and global affairs
• Demonstrated experience delivering training programs/courses
• Confidence to interact with people at all levels of seniority
• Exceptional ability to communicate and foster positive business relationships
• Demonstrated project management experience preferred
• Ability to tailor training materials, content based on specific use cases
• Self-motivated and driven with excellent organisational and follow-up skills
• History of managing multiple tasks and properly prioritising
• Proficiency in English. Business-level fluency in other regional languages, an advantage