Customer Success Manager - Onboarding - EMEA

  • Location London, United Kingdom
  • Date Posted 8th March 2018
  • Category Sales
  • Job Type Full-time
  • Requisition ID 492


Are you interested in the latest consumer trends and innovation? Do you have that special blend of analytical and people skills? Would you like to work in a successful, dynamic, international team and support some of the biggest companies across the EMEA region?

Mintel’s top priority is to ensure our customers use Mintel prestigious data and insight to its full extent within their business to support their commercial objectives.

To ensure this happens at the earliest possible point in our partnership, Mintel is hiring a Customer Success Manager to focus on new customer welcome and onboarding.

The Customer Success Manager will develop and own a structured process for Mintel new customer welcome and adoption in the first 90 days of their contract in the EMEA Region, as well as showing each customer exactly how Mintel can be applied to support objectives across the organisation.

 Roles and Responsibilities:

The Customer Success Manager will design and implement a plan for welcoming each new customer, and their new users, based on the customer’s segmentation and initial objectives stated in 90% / handover phase of their partnership with Mintel.

They will develop a consistent set of onboarding and training deliverables and will be responsible for  coordinating training and engagement activities with relevant teams across Mintel’s commercial and research departments for the first three months of new customer partnership.

A strong emphasis will also be placed on tracking and reporting of these onboarding activities and the health of new customers during the first 24 months of the Mintel partnership.

Key Responsibilities:

Essential to the role is a close collaboration with the New Business teams and Account Managers in the EMEA territory to ensure a quick and successful handover of accounts as they reach the 90% and Closed Won stages.

Collaboration with New Business colleagues through pilots, trials and final handover meetings with new customers to design an appropriate Service Plan for the partnership. This may include attending New Business meetings to frame the service plan to set customer expectations.

Design and implement an appropriate welcome process to be followed in the first 24 hours of all new Mintel subscription partnerships to welcome key users and ensure accurate access has been given to the Mintel platform.

Attend some initial handover meetings with Account Directors to advise and coordinate appropriate Service Plans for new customers.

Deliver detailed reporting on welcome and onboarding activities conducted in the first 90 days, as well as regular updates to the Commercial Managers on the health of customers at the 6, 12 and 24 month point of their Mintel partnership.

For customers in the first 90 days:

Responding to initial customer briefs and preparing analysis, sometimes by presenting Mintel syndicated content to engage new users and enhance their understanding of the customer’s subscription content.

Following up on all customer interactions to understand how the Mintel service model has supported the customer and delivered value.

Presenting to customers across a variety of formats, this includes face-to- face, over the telephone and via webinar, always in an engaging, interactive and confident manner, delivering insightful, thought provoking analysis.

Delivering advanced training of Mintel products to customers and running group workshops to showcase how Mintel data will support the their strategic decisions where necessary.

Efficiently logging all activities on our CRM system. Collating detailed feedback following projects and engagement.

Successful Candidates will need to have:

2+ years’ experience gained in a B2B environment working with research and statistics application to support varying job roles.

Highly developed analytical skills, able to interpret a wealth of information from Mintel’s suite of products to build compelling stories with a commercial conclusion that will help drive our customers’ business forward (Mintel product training provided).

Project Management experience, managing projects from inception to evaluation and recommendations.

A proven ability to identify potential problems and provide pragmatic solutions.

An approachable, collaborative style to create opportunities for groups to work together.

Having the right attitude; based on enthusiasm, ambition, and a positive outlook, should all be characteristics you cherish and display.

Flexibility to travel regularly within the UK and Europe to meet with customers and attend trade events.

Advanced standard in the use of Microsoft Excel, PowerPoint and Word and Salesforce (training for Salesforce provided).

Professional competency in a European language to assist customers across EMEA is desirable.

Full clean driving licence.

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