Customer Success Executive

Mintel

Full Time

1 month ago

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From fast answers to deep insights, Mintel has provided research and intelligence solutions to consumer-focused businesses for more than 50 years. With a combination of world-class syndicated tools and custom insight solutions, we are the eyes and ears in the markets that matter and the insights behind our clients’ next big idea.

Mintel is the world’s leading market intelligence agency. Our analysis of consumers, markets, new products, and competitive landscapes provides a unique perspective on global and local economies. Since 1972, our predictive analytics and expert recommendations have enabled our clients to make better business decisions faster. Our purpose is to help businesses and people grow.

We are looking for a Customer Success Executive to provide reactive customer support to Mintel’s most prestigious clients in the French Beauty and Fast Moving Consumer Goods (FMCG) industries. This position is responsible for fielding customer service requests from our clients, as well as assisting colleagues with various client-related tasks such as preparing client usage reviews and creating email newsletters. Knowledge of the FMCG industry and market research industry is a plus but not required.

What You Will Be Doing:

Providing High-Quality Customer Service: Ensure Mintel’s clients receive high-quality support by answering clients’ data and insights questions via email. The Customer Success Executive will need to reply to a high volume of client requests daily and ensure that they are answered with high-quality, accurate, timely responses
Responding to Ad-Hoc Client Requests: Providing timely and thorough responses to ad-hoc customer questions and research requests using the appropriate Mintel data and insights
Creating Recurring Client Newsletters: Create email newsletters for clients on a recurring basis, using Mintel’s platforms to highlight new data and insights related to the client’s industry
Creating Client Usage Reviews: Use Mixpanel to create client usage reviews in PowerPoint, highlighting how clients are engaging with Mintel’s platforms
Collaborating: Working closely with Client Success Managers on client engagement and providing support as needed with data analysis and reporting on client usage
Representing Mintel: Operating as a competent and knowledgeable expert in Mintel's methodologies and processes across a broad range of verticals; providing timely and thorough responses to ad-hoc client questions

Who We are Looking For:

Customer Service Background: You have a strong background in providing high-quality customer service, especially via email.
Data & Insights Enthusiast: You have an understanding of how to analyze data, insights, and market research. You can find creative ways to help clients digest and derive insights from large sets of data.
Tech-savvy: You have experience working with SaaS platforms such as Mixpanel and Salesforce and you can learn new technologies quickly.
Detail-Oriented: You have excellent attention to detail and strong organizational skills. You are dedicated to quality, ensuring accuracy and efficiency in your work to elevate Mintel as a top insights company.
Great communicator: You have extremely polished verbal and written communication skills, and can adapt your communication style to suit each client and internal business partner.
Self-Directed: You take initiative to solve problems and uncover opportunities, and you are eager to take ownership and accountability for the success of your client portfolio.
A Multi-tasker: You can handle multiple projects simultaneously and with different deadlines, which includes producing and delivering reports.
Client-obsessed: You are passionate about client service and you are driven to help your clients achieve success.
Naturally curious: You are naturally curious and great at navigating client conversations, asking second and third-level questions to get at the heart of clients’ challenges and goals.

What We Offer:

A culture that supports true collaboration whilst embracing remote working.
Flexible start time and end time.
Blended (office/home) approach to work.
Approach to personal development where we encourage individuals to grow and share what they’ve learned.
Social events, both within the department and across the company.
Generous annual leave and wider circle employee benefits.
Additional one day off to celebrate your birthday.
Membership in Employee Resource Groups (Mintel Diversity, Mintel Wellness, and Mintel Gives).
Giving back is part of our culture with this in mind, Mintel gives employees 2 days' leave per year to join local volunteering activities organised by our Mintel Gives (where applicable).
Mental health and wellbeing support via Modern Health App.
Beautifully designed offices foster collaboration and fun.