Customer Success Specialist

StepStone Group; Greater London; Hybrid; GBP 45,000 - 600,000; Full time

Job summary

Appcast, part of the StepStone group, is expanding its London team. As a Customer Success Specialist you will manage a portfolio of client accounts, optimize recruitment advertising spend, and help clients navigate Appcast’s software solutions and managed services.

Reporting to the Director – Customer Success UK & EMEA, you will build strong client relationships, analyze data, present insights, and collaborate with product and sales teams to deliver multi-channel recruitment strategies.

Qualifications

• 3+ years of work experience in client-facing roles, preferably in a technical environment.
• Bachelor’s degree or equivalent experience.
• Experience in the software industry, sales, account management or technical roles is valued.
• Excellent written and verbal communication skills.

Responsibilities

• Build and maintain strong, meaningful relationships with clients as their main point of contact, advocate, and partner.
• Own a portfolio of client accounts, gain a deep understanding of each client’s desired outcomes, and work with internal partners to drive KPI’s and outcomes.
• Track and manage client advertising spend on a daily, weekly, and monthly basis, identifying budget issues and proposing solutions.
• Perform complex data analysis, derive insights, and present reports to clients to demonstrate value.
• Partner cross-functionally with product and development teams to investigate bugs and resolve client-facing issues.
• Develop a deep understanding of the recruitment marketing landscape to deliver a multi-channel strategy achieving client goals.
• Educate clients to understand campaigns and data within the Appcast platform and keep them updated on product changes.
• Exceed client expectations by overcommunicating and overdelivering in response to inquiries.
• Lead quarterly business reviews including data collection, interpretation, storytelling and presentation.

Education

Bachelor’s degree or equivalent experience

Job description

• Compensation: GBP 45000 - GBP 600000 - yearly

Company Description

Appcast is the global leader in programmatic recruitment advertising technology and services. With advanced technology, unmatched market data and a team of the industry’s best recruitment marketers, Appcast’s technology and services manage job advertising annually for enterprise clients across industries. Headquartered in Lebanon, N.H. with offices in the U.S., Canada and Europe. Appcast is part of the Stepstone group, a leading digital recruitment platform that connects companies with the right talent and helps people find the right job.

Job Description

Due to expansion in our European business, we are looking for a new colleague to join our highly skilled, hardworking and friendly team in London. We work on a hybrid basis blending time at the Stepstone Group offices with working from home.

Reporting to the Director – Customer Success UK & EMEA, the Customer Success Specialist is responsible for maintaining relationships with Appcast clients, managing their recruitment advertising spend and helping them maneuver and operate through Appcast’s software solutions and managed service offerings. This position will manage a portfolio of client accounts, building their expertise of client recruitment marketing needs and becoming an extension of their team. The Customer Success Specialist will work with clients to leverage Appcast’s data and strategic capabilities to deliver the results, serving internally as the client’s advocate and externally as the client’s true partner.

Job Responsibilities:

• Build and maintain strong, meaningful relationships with clients as their main point of contact, advocate, and partner.
• Own a portfolio of client accounts, gain a deep understanding of each client’s desired outcomes, and work with internal partners to drive the client’s desired KPI’s and outcomes.
• Track and manage client advertising spend on a daily, weekly, and monthly basis, proactively identifying budget issues and proposing solutions to clients.
• Perform complex data analysis, derive insights, and present reports to clients in a way that builds partnership and an understanding of the value Appcast delivers their organization on a regular cadence which may include but is not limited to weekly status update meetings and quarterly business reviews.
• Partner cross-functionally with the product and development teams to investigate bugs and technical issues and solve for client facing issues whilst building technical understanding of Appcast’s product suite.
• In partnership with Sales and Strategy, develop a deep understanding of the recruitment marketing media landscape to deliver a multi-channel recruitment strategy to achieve client goals.
• Empower clients with the education and information they need to successfully understand campaigns and data within the Appcast platform including keeping clients up to date with product enhancements, changes, or technical issues.
• Exceed client expectations for customer service in every client interaction by overcommunicating and overdelivering in response to client inquiries.
• Lead quarterly business reviews including data collection, interpretation, storytelling and presentation.

Qualifications

• Professional experience in roles that require problem solving on behalf of a client, preferably in a technical environment.
• Experience working collaboratively and creatively to solve complex problems, approaching and maintaining a solutions-oriented mindset through resolution.
• Adept at cross team collaboration, specifically the ability to leverage technical platforms, share data, and communicate information that promotes cross-functional problem solving.
• Excellent written and verbal communication skills and the ability to communicate via multiple technical platforms (slack, Jira, Microsoft teams).
• Experience crafting analytical presentations with an emphasis on analytical storytelling.
• Possesses excellent organizational, prioritization, and follow up skills.

Education and Experience

• 3+ years of work experience, preferably in an industry related account management and/or customer success role
• Professional experience in the software industry in sales, account management or technical roles is highly valued.
• Bachelor’s degree or equivalent experience

Travel Requirements

• The role will require travel within the UK and Europe to see prospects and customers as dictated by business needs and overseas travel to North America for internal company meetings.
• A current passport is required.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Additional Information

• We’re the best at what we do.We’re the global leader in programmatic recruitment advertising. With advanced technology, unmatched market data and a team of the industry’s best recruitment marketers.
• We have an amazing culture driven by great people.Headquartered in Lebanon, N.H. with offices in the U.S., Canada and Europe, Appcast is part of the Stepstone group. To better understand our company culture, readOur Story and check outWorking at Appcast on our website.
• We take care of our employees.We’re dedicated to creating an inviting environment where individuals from diverse backgrounds can thrive and develop. We believe in providing competitive compensation and comprehensive benefits, ensuring our team can support their loved ones and one another. We enjoy fostering a sense of community through dedicated employee networks, fun gatherings, delicious food, and even welcoming furry friends into our workspace. We live our values each day including volunteering and giving back to our communities.

All your information will be kept confidential according to EEO guidelines.

Appcast is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.