Customer Success Manager | Global Product | London (Hybrid)

Savanta; London; Hybrid; GBP 36,000 - 44,000; Full time

Job summary

A market research and advisory firm in London is seeking a Customer Success Manager to support clients in maximizing the value of market research products. You will facilitate onboarding, manage client relationships, and drive customer satisfaction. The ideal candidate will have strong analytical skills and experience with dashboards. The role offers a salary of £36,000-£44,000 and a range of benefits including unlimited annual leave and hybrid working.

Benefits

Bonus scheme

Unlimited annual leave

Hybrid working

Health & wellbeing package

Financial health benefits

Team & Company Socials

Qualifications

• Experience in managing client relationships and onboarding.
• Ability to analyze customer needs and provide strategic advice.
• Expertise in product offerings and market research.

Responsibilities

• Facilitate onboarding and training for clients.
• Develop and maintain strong relationships with key stakeholders.
• Proactively resolve customer issues and advocate feedback.

Skills

Client relationship management

Analytical thinking

Clear communication

Tools

Dashboards

Job description

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Savanta is a data, market research and advisory company with teams in the UK, Americas, and APAC. Working with high-profile organizations and some of the world's best-known brands, we Inform & Inspire our clients to Make Better Decisions through powerful data, empowering technology and high-impact consulting.

About the Role:

This Customer Success Manager position sits within the Global Product team, predominantly working with our BrandVue product. BrandVue is a market intelligence and brand growth tool. It has valuable, sector specific metrics, delivered through a best-in-class dashboard so you can evaluate yesterday, and plan for tomorrow.

The Vue Products team is an ambitious early-stage group where you can help shape our processes and drive future growth. You'll have the opportunity to build and lead a team for global expansion.

As a Customer Success Manager, you'll be the primary point of contact for our clients, ensuring they derive maximum value from our market research products. You'll work closely with clients to understand their needs, provide strategic advice, and ensure seamless integration and utilization of our products.

A key purpose of the role is to support the team in reducing subscription churn by building great client relationships and demonstrating the value that our product suite can bring to our subscribers.

Your role will be pivotal in driving customer satisfaction, retention, and growth.

The key responsibilities of this role are:

• Client Onboarding and Training: Facilitate onboarding and training to maximise client use of our products. Help reduce churn by fostering strong relationships and highlighting the value of our product suite.
• Account Management: Develop and maintain strong, long-term relationships with key stakeholders, addressing their queries and concerns promptly.
• Product Expertise: Stay updated on our product offerings and provide clients with best practices and strategic advice.
• Customer Success Planning: Develop and execute success plans to ensure clients achieve their desired outcomes and manage renewals.
• Issue Resolution: Proactively identify and resolve potential issues, managing customer escalations effectively.
• Advocacy and Feedback Loop: Act as a customer advocate within Savanta, providing insights and feedback to our product, marketing, and sales teams.

With service at the heart of our business, a passion for exceeding client expectations is essential.

About You:

You are not just a problem solver; you are a proactive partner, trusted adviser, and passionate advocate for your clients' success.

Have a deep understanding of customer needs and are committed to helping them achieve their goals. Able to link customer goals back to practical product features and suggest best practices.

Approach challenges with creativity and analytical thinking. Quickly assessing situations, identify root causes, and offer solutions.

Able to communicate clearly, proactively, and in a friendly, professional manner-both in writing and verbally.

You will know the Vue products inside out and stays current on industry trends.

Experienced in working with dashboards, including presenting and demonstrating to both internal and external stakeholders.

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And in return, Savanta offers:

Working in an inclusive, collaborative, and dynamic work environment we offer a range of benefits...

• Salary: £36,000-£44,000, depending on experience and ability
• Bonus scheme
• Unlimited annual leave
• Hybrid working
• Flexible working practices
• Health & wellbeing package (Private medical insurance or a flexible, tailored suite of well-being benefits)
• Financial health (pension, life assurance, etc.)
• Team & Company Socials
• Committees for Health & Well Being, Charities & Volunteering and DE&I

Why Join Us:

With offices in the US, Canada, India and the UK, over 500 staff globally, and ambitious growth plans, Savanta offers the benefits of scale, whilst our specialists with their deep expertise and nimble teams, make life at Savanta feel more like working at a 'boutique' agency.

Our client portfolio includes some of the world's most recognisable and valuable brands such as Google, UBS, Meta, Pandora, Vodafone, Samsung, Heineken, Lego, Aston Martin, ING, Unilever, and the Cabinet Office. The company was founded on the belief that tech should be integral to its success, and this culture of tech innovation makes us best placed to put Savanta at the heart of our clients' businesses offering solutions before they even know the problem.

We have an entrepreneurial and inclusive company culture that actively recognises and values its people and offers unrivalled scope for career development, including mentoring, coaching as well as extensive training programs. As well as a generous holiday allowance, you can expect a comprehensive benefits package and flexible working practices.

Savanta is committed to being an equal opportunities employer and continuously strives to be an employer of choice. Our people are our greatest asset - we value workplace diversity and inclusion, oppose all forms of unlawful discrimination, and welcome applications from suitably qualified candidates of all backgrounds.

All candidates will be considered equally, however, unfortunately we are unable to offer visa sponsorship