Customer Success Associate

The Economist is a global news company covering international business and world affairs, first published in 1843. Our journalists are revered for their sharp and incisive writing and our journalism has never been stronger or more vital.  We deliver our content through a wide range of products across, print, digital and audio; in apps, events, on newsletters and on social media. It is an exciting time to join the business. Each week millions of subscribers trust us to help make sense of the world. The paid audience is growing, powered by a thriving subscription business.

Currently we are seeking a Customer Success Associate who will  be responsible for managing relationships with our B2B group subscription clients based in Central Europe, Middle east and Africa (CEMEA). The successful candidate will play a pivotal role in quickly developing strong commercial relationships with corporations, government entities, academic institutions, and NGOs to increase readership and deliver against retention and growth objectives.

How will you contribute:

• Build professional relationships with customer stakeholders to define and agree expected outcomes for how The Economist is used across multiple functions within their organisations

• Implement and coordinate strategic engagement plans and tactics for the your allocated accounts, including sourcing new stakeholders and leveraging existing relationships, to deliver retention, upsell and cross sell objectives

• Deliver successful, high quality, multi-channel customer journeys for assigned accounts from onboarding through to fulfilment and renewal

• Use thorough knowledge of The Economist and associated products to link product features with specific customer outcomes

• Collaborate with internal teams, e.g. EIU, product, customer services and editorial, to share insights, best practice and deliver against customer priorities

• Maintain a deep and functional understanding of the tools, accesses and services and products available to clients

The ideal skills for this role are:

• Additional language desired but not essential

• Excellent verbal and written communication skills

• Proven experience in a commercial role, managing a bank of business through onboarding and renewals

• Ability to communicate with stakeholders at all levels

• Strong decision-making and time-management abilities

• Proficient in Salesforce (or similar CRM), excel, powerpoint/google slides, and marketing automation software

• Manage the post-sale process for a book of clients, including onboarding, customer inquiries, upsells and renewals.
• Act as the day to day client contact; provide status updates, conduct meetings, proactively address client needs to deliver successful customer outcomes. 
• Build deep relationships with key account contacts to drive awareness and engagement of the Economist subscription within the organisation 
• Manage key performance targets such as revenue, subscription volumes and engagement metrics of book of clients. 
• Partner and collaborate with internal teams to develop and implement client journeys and touchpoints across key lifecycle moments.

• Strong verbal and written communication skills to effectively communicate across a range of internal and external stakeholders
• Strong decision-making abilities and time-management
• Proven experience managing clients and delivering successful customer outcomes
• Proficient in Salesforce (or similar CRM), excel, powerpoint/google slides, and marketing automation software