We are seeking an experienced Client Success Manager to join our team as the Client Success Team Lead. At Mintel, we are only successful when our clients are successful, receiving value from our service, and continuing to partner with us on a recurring basis. The focus of this role is to coach and mentor a small team as well as supporting the continued high retention rate of Mintel subscription clients by ensuring Mintel's market leading data and insight is applied to its full extent within our clients’ business to support their commercial objectives. You will achieve this by providing best-in-class levels of service through the whole client lifecycle of onboarding, product adoption, value-led engagement, advocacy and retention.

Key Responsibilities will include those of a Senior Client Success Manager plus:

• • Work closely with the Sales VP to ensure alignment on team’s priorities and goals
  • The successful candidate will be managing a team alongside their role as Client Success Manager. It is expected they will spend around 20% of their time performing management tasks and 80% in their individual contributor role.
  • Motivate, mentor, coach and develop Client Success Managers, including associated HR related issues
  • Active role in recruitment and onboarding of new team members
  • Responsible for team performance reviews in partnership with VPs
  • Work closely with the CS Loving Owner to support the application of best practices and processes that are consistent with the business growth strategy
  • Function as a client advocate in internal discussions; provide internal advice to sales, product development, content and marketing on new applications for our products and how we can better serve our clients
  • Ensuring all CSMs are achieving KPI to maximise portfolio success and personal development, gathering value stories, proactively uncovering custom leads
  • Uphold and continuously improve all quality control processes to ensure our excellence and quality is delivered at all times
  • Manage the teams portfolio priorities and liaison with sales peers to ensure a smooth path to renewal 
  • Translate client usage and feedback into actionable insights and ideas for new training materials and service activities.

This role will report to: Sales VP

Successful Candidates will need to have:

2 years’+ experience gained in a B2B research environment. A passion and knowledge for the world of FMCG/Professional Services is also highly desirable.

A track record of delivering value to complex clients with large employee bases, an understanding of value drivers in recurring revenue business models, and a passion for driving revenue and growth.

Highly developed analytical skills, able to quickly interpret a wealth of information from different sources to build compelling stories with a commercial conclusion.

Experience of mentoring people

Advanced standard in the use of Microsoft Excel and PowerPoint.

Proven organisational skills and ability to multitask and prioritise/manage a heavy work flow.

A solution-driven and results-focused attitude. 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 region to meet with clients.

Fluency in written and spoken English and German, with first class communication skills. This includes being totally at ease on the telephone or face to face with clients at a variety of levels. 

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