Client Experience Manager - German & English speaker

Intrado; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading communications solutions provider in London is seeking a Client Experience Manager proficient in German to manage post-sale client relationships. The role requires a minimum of 5 years in customer-focused roles, emphasizing relationship building with clients in the DACH and Middle East regions. This position offers a hybrid model after a probation period, providing comprehensive health benefits and opportunities for professional development.

Benefits

Comprehensive health benefits

Opportunities for growth

Quarterly recognition awards

Learning libraries with free courses

Qualifications

• Minimum of 5 years' experience in Customer Service or similar role.
• Previous B2B experience and ability to navigate relationships with C-level clients.
• Willingness to stay up to date with technology and product innovations.

Responsibilities

• Build and maintain strong relationships with clients.
• Advocate for client interests within the organization.
• Monitor client health and satisfaction.

Skills

Excellent written and verbal communication skills

Customer Service

Account Management

Client Success

Strong sense of ownership

Strong interpersonal skills

Job description

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Job Description

Notified is hiring a Client Experience Manager with German in London (1 Finsbury Market EC2A 2BN). This position will initially be office based and offer a hybrid working schedule after completing 6 months' probation period (Tuesday, Wednesday & Thursday in the office with the option of working remotely on Monday & Friday).

As a Client Experience Manager, you will be responsible for managing post-sale client relationships for Public Relations and Investor Relations solutions primarily in the DACH and Middle East regions.

Your goal will be to drive a positive and value-driven experience for clients and foster long-term relationships, ensuring Corporate Solutions reaches outstanding customer satisfaction scores and client retention targets.

You will act as a Subject Matter expert focusing on proactively reaching out to clients, remotely or in-person.

Comprehensive training will be provided.

Day to day responsibilities of the role include, but are not limited to:

• Building and maintaining strong, long-term relationship with clients/users through regular proactive outreach
• Advocating for client interests within the organization, ensuring their needs are considered. Working with internal stakeholders (Product Management, Sales, Operations...) to address and represent any market-specific user needs and/or requirements
• Monitoring client health, usage, and satisfaction, to make informed decisions and proactively address issues in a timely and accurate manner to the accountable Notified groups
• Providing training for Public Relations self-service platforms
• Managing relevant product migrations, including training on new product / workflows / enhancements
• Develop and execute strategies to reduce client churn, retain existing clients, and drive Net Revenue Retention
• Working closely with Sales/Account Managers to identify the opportunities to expand the accounts, and highlight at-risk situations
• Participating in ad-hoc projects with the view to improve client satisfaction, client retention and growth, education and internal workflow

Minimum Qualifications

• Excellent written and verbal communication skills in English and German
• Minimum of 5 years' experience in Customer Service, Account Management, Client Success, or a similar role, with a demonstrated record of success
• Previous B2B experience and proven ability to navigate and build relationships with C-level clients
• Strong sense of ownership and responsibility
• Excellent presentation and training skills
• Strong interpersonal and communication skills
• Strong prioritization, organizational, time management skills, and a sense of urgency
• Aptitude for quickly learning workflows and applications related to the industry
• Willingness to stay up to date with technology and product innovations
• Background in Financial Communications or knowledge of PublicRelations/Investor Relations workflows would be beneficial

Who is NOTIFIED?

We believe everyone has a story to tell and we're passionate about helping people and brands amplify their stories across the globe. We are proud to be the number one provider of enterprise webcasting and investor relations content distribution, as well as a global leader in press release distribution. Our clients have used Notified to monitor over 2 billion social media conversations and every year! Our products are built so storytellers can do their best work. But we're not just a platform-personalized, caring service is how we operate. We add a personal touch to everything we do. We strive to deliver wisdom and insight by helping our clients reach global and targeted audiences, measure outcomes, and fulfill their commitments.

Why work for Notified?

• Global collaboration with team members in 17 countries
• Opportunities to innovate and grow!
• Comprehensive health benefits and wellness programs
• Quarterly recognition awards
• Curated learning libraries offering over 8,000 free courses supporting your business and technical acumen
• Amazing colleagues to learn from and enjoy company social outings and events!

What's next?

Qualified candidates will be contacted by a member of our in-house recruitment team to kick-start the recruitment process. If you are a possible fit, you will be invited to meet with a few key individuals in order to help you get a full understanding of the team and the position. Our goal is for you to get to know us as we get to know you!

At Notified we don't just accept difference - we celebrate it, support it, and build success upon it. We are proud to be an equal opportunities employer and no part of this advertisement is intended to discriminate on any grounds.

Please note:

Subject to local legislation, and as applicable to the position to which you have applied, Notified may require your consent at the point of offer to complete certain background screening checks including (but not limited to) Legal right to work in the relevant country, reference checks, Credit checks and Criminal checks. Failure to complete these checks / meet the required criteria may result in offer withdrawal.

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