Customer Success Specialist

StepStone Group; Lebanon (NH); Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Appcast, part of the StepStone group, is seeking a Customer Success Specialist in London to manage client relationships and optimize recruitment advertising spend. You will leverage Appcast’s data and product suite to deliver results while acting as a trusted partner to clients across Europe.

You will collaborate with Sales, Strategy and product teams, conduct quarterly business reviews, and translate complex data into actionable insights for clients in a fast-paced, hybrid work environment.

Qualifications

• 3+ years of work experience, preferably in a client-facing account management or customer success role.
• Experience in software industry in sales, account management or technical roles is valued.
• Bachelor’s degree or equivalent experience.

Responsibilities

• Build and maintain strong client relationships as main contact, advocate and partner.
• Own a portfolio of client accounts; understand outcomes and drive KPI attainment.
• Monitor and manage client advertising spend daily, weekly and monthly; propose budget solutions.
• Perform complex data analysis; present reports to clients to illustrate value.
• Collaborate with product and development teams to resolve bugs and issues for clients.
• Develop deep understanding of recruitment marketing landscape to deliver multi-channel strategies.
• Educate clients to understand campaigns and data in the Appcast platform and communicate product changes.
• Exceed client expectations by clear, proactive communication and delivery.
• Lead quarterly business reviews with data collection, interpretation, and storytelling.

Skills

Client relationship management

Data analysis

Cross-functional collaboration

Communication skills

Analytical storytelling

Problem solving for clients

Multiplatform communication (Slack, MS

Education

Bachelor’s degree or equivalent experience

Tools

Slack

Jira

Microsoft Teams

Job 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.

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.

• 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.

• 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, read Our Story and check out Working 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.