Client Experience Manager

Capital Economics; London; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

A leading economic insights firm in London is seeking a Client Experience Manager to ensure exceptional client service and drive platform usage. The ideal candidate will have experience in client success, strong communication abilities, and a passion for providing tailored solutions. This role allows for career progression into more senior positions and offers a hybrid working model.

Benefits

Good annual leave (25 days plus your birthday)

Salary sacrifice pension scheme

Life assurance

24 hour online GP

Health Assured (Employee Assistance Programme)

Flexible working policy

Training & development

Good additional maternity and paternity policies

Bike to work scheme

Thriving social committee

Qualifications

• 1+ years’ experience in Client Success, Account Management, or similar roles in B2B Financial Services.
• Experience with value selling frameworks like MEDDPICC.
• Strong understanding of user engagement strategies and lifecycle management.
• Familiarity with macroeconomics is desirable.
• Proficiency in CRM and analytical tools.

Responsibilities

• Own the end-to-end client journey from onboarding through renewal.
• Drive platform engagement by delivering targeted adoption strategies.
• Engage C-suite stakeholders, identifying and cultivating client advocates.
• Apply MEDDPICC methodology to qualify opportunities.
• Provide feedback to internal teams based on client insights.

Skills

Client Success

Communication

Problem-Solving

Stakeholder Management

Organizational Skills

Tools

Salesforce

Tableau

Job description

Overview

At Capital Economics, we deliver independent macroeconomic and thematic insights through our real-time digital platform, challenging the status quo and partnering for our clients' success. We don't simply echo the mainstream views; our Economists originate the insights that matter, offering a new perspective that drives superior investment outcomes and profitable decisions.

Our comprehensive coverage spans over 100 economies, and supports banks, financial and commodity markets and real estate sectors. By leveraging our bold insights, real-time and proprietary data services and analysis, clients receive differentiated value, and investors uncover profitable opportunities and identify risks that others miss.

We don\'t just repeat and report the consensus headlines; using our unique methodologies we challenge them. We provide each member of our community the critical edge needed to navigate complex financial landscapes and make informed, profitable investment decisions.

Role Summary

As a Client Experience Manager at Capital Economics, you will play a pivotal role in ensuring our clients receive exceptional service and derive maximum value from their investment in our products. You will work closely with newly acquired and existing clients to understand their business needs, address critical pain points, and empower users to achieve their objectives by leveraging Capital Economics\' insights, proprietary data, and direct access to our economists. You\'ll drive platform adoption and identify opportunities for growth across your accounts.

The ideal candidate will have a strong background in client success, excellent communication skills, and the ability to build tailored solutions that align with individual user objectives. You will collaborate with internal teams to drive client engagement, revenue growth, and retention strategies that foster long-term partnerships.

This role provides a strong foundation for progression into more senior client-facing positions. High performers will have the opportunity to take on increasingly strategic accounts, contribute to cross-functional initiatives, and grow into a Senior Client Experience Manager role.

Key Responsibilities

Client Lifecycle Management

• Own the end-to-end client journey from onboarding through renewal, ensuring consistent value realization.
• Develop and execute tailored success plans aligned to client pain points, success metrics, and platform usage.
• Monitor client health scores and engagement metrics to proactively manage risk and retention.

User Experience & Adoption

• Drive platform engagement by identifying usage gaps and delivering targeted adoption strategies.
• Tailor onboarding and engagement strategies to user personas, ensuring relevance and impact across varied roles and use cases to maximise adoption.

Strategic Account Management

• Regularly engage with and present to C-suite stakeholders, fostering strategic relationships while identifying and cultivating client advocates to support long-term partnership and account growth.
• Identify expansion opportunities and collaborate with internal teams to drive upsell/cross-sell initiatives.

Value Selling & Commercial Acumen

• Apply MEDDPICC methodology to qualify opportunities, uncover pain points, and drive value realization
• Use commercial playbooks to ensure consistency and compliance in client interactions.
• Demonstrate excellence in pipeline management, ensuring accurate forecasting, timely follow-ups, and strategic prioritization of opportunities across the client portfolio.

Feedback & Product Collaboration

• Act as the voice of the client internally, providing structured feedback to Economist, Product, and Marketing teams.
• Participate in product ideation sessions to shape future product enhancements based on client needs

Requirements

The ideal candidate will meet some or all of the following qualifications:

• 1+ years\' demonstrative experience in Client Success, Account Management or Client Experience roles in B2B Financial Services environment.
• Experience with value selling frameworks (e.g., MEDDPICC) and commercial negotiation.
• Strong understanding of user engagement strategies and lifecycle management.
• Familiarity with macroeconomics and its relevance to financial decision making is desirable.
• Proficiency in CRM and analytical tools (e.g., Salesforce, Tableau).
• Excellent communication, stakeholder management and problem-solving skills.
• Organised, proactive and capable of managing multiple accounts simultaneously.
• Passion for delivering excellent service and advocating for client needs.

We offer world class training including comprehensive coaching on value selling including AI generated persona role plays. If you are passionate about driving client success and want to be part of a dynamic team, we encourage you to apply. Please submit your CV along with a cover letter detailing your suitability for this role.

Capital Economics is committed to equality, inclusion and diversity. We encourage applications from all candidates regardless of ethnicity, religion or belief, gender, sexual orientation, age, disability or gender identity. If you need reasonable adjustments to be made to the application process to ensure you are not at a disadvantage to other candidates, please include this in your cover letter. This is applicable if you have a disability or if you are neurodiverse/hold neurodiverse traits.

Benefits

• Good annual leave (25 days plus your birthday) & sick package (10 days)
• Salary sacrifice pension scheme
• Life assurance
• 24 hour online GP
• Health Assured (Employee Assistance Programme)
• Hybrid working
• Flexible working policy
• Training & development
• Good additional maternity and paternity policies
• Bike to work scheme
• Thriving social committee.