Customer Success Manager

ISMG - Information Security Media Group; London; On-site; GBP 45,000 - 60,000; Full time

Job summary

An established industry player is seeking a personable and creative Customer Success Manager to join their dynamic Digital Campaigns team. In this role, you will cultivate exceptional business relationships with digital marketing clients, ensuring their satisfaction and retention through proactive engagement and tailored solutions. Your insights will drive campaign success while collaborating with various teams to enhance customer experiences. This opportunity offers a chance to thrive in a fast-paced environment, leveraging your skills to make a meaningful impact in the information security sector. If you are passionate about customer success and eager to contribute to innovative marketing solutions, this role is perfect for you.

Qualifications

• 3-5 years in a client-facing role within digital marketing.
• Proven ability to manage client relationships and campaigns.

Responsibilities

• Manage client relationships and ensure exceptional service.
• Monitor campaign performance and address potential issues.
• Gather customer feedback to inform product development.

Skills

Customer Service

Communication Skills

Analytical Skills

Problem Solving

Client Relationship Management

Education

Bachelor's Degree in Marketing

Higher Degree in Related Field

Job description

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About Us
ISMG is a global intelligence firm linking professionals and businesses with cutting-edge technology, AI, and cybersecurity advancements via industry-leading news, research, dynamic events, strategic education, and specialized marketing services. With a portfolio of over 20 brands, 38 digital media platforms, and more than 400 in-person and virtual events held annually, we connect with a global audience of over 1.8+ million subscribers.

By leveraging our advanced industry knowledge and vast network of media properties, we're able to provide customers with a diverse portfolio of effective and customizable lead generation and brand dominance solutions to meet their unique organizational needs.

The Opportunity
We are looking for a personable and creative thinker to further amplify our extraordinary Digital Campaigns team as a Customer Success Manager!

As Customer Success Manager, you will be responsible for maintaining exceptional business relationships with our digital marketing clients, delivering value through unwavering support and consistent communication, with the ultimate goal of driving customer satisfaction and retention. In this role, you will conduct regular discovery sessions and strategic touchpoints with customers to better understand their desired business outcomes and serve as a trusted advisor, providing recommendations and data-driven insights, proactively addressing potential issues, and advocating for their needs within the organization as you strive to identify new and improved ways to enhance our capabilities and produce stronger results.

Responsibilities

1. Managing Client Relationships via regular communication, proactive engagement, and providing exceptional customer service.
2. Serving as a liaison between clients and our delivery team and ensuring customer needs are met by tailoring solutions and support in accordance to their unique pain points, business goals, and requirements.
3. Monitoring campaign performance by tracking customer engagement metrics, key performance indicators (KPIs), and campaign success scoring to identify potential risks and proactively address issues.
4. Actively managing campaigns to ensure renewals, identify expansion opportunities, and work with sales teams to develop customized plans for each client outlining upsell opportunities for additional products or services.
5. Gathering customer feedback through surveys, meetings, and other channels to inform product development and service improvements.
6. Working closely with sales, marketing operations, product, and customer support teams to ensure seamless customer experience throughout the campaign lifecycle.
7. Learning and developing familiarity with the information security vendor community.

Qualifications

1. Bachelor's Degree or higher in Marketing or a related field.
2. 3-5 years of experience in a client-facing Customer Success/Customer Service role within a digital marketing landscape.
3. Previous experience with marketing campaign execution is preferred with technology or information security marketing being a major plus!
4. Excellent communication, both written and verbal, along with exceptional client support skills, customer service ethics, and high expectations for quality.
5. Analytical and strategic with strong problem solving skills, able to leverage clear reasoning to identify effective solutions and professionally manage resolution.
6. Proactive and self-starter curiosity with a drive toward efficiency.
7. Ability to work effectively both as part of a team, interfacing with co-workers and supporting department objectives, and independently when needed.
8. Excellent written and verbal communication.

Additional Details:

1. Located in Greater London/Windsor area.
2. Base salary range of £45,000 to £60,000, with exact compensation depending on experience level and location.

Apply Now! Visit ISMG.io to learn more.