At a Glance
- Tasks: Ensure clients receive top-notch service and maximise their investment in our products.
- Company: Join a leading financial insights firm with a focus on client success.
- Benefits: Enjoy 25 days annual leave, hybrid working, and world-class training.
- Other info: Great career progression opportunities and a vibrant social committee.
- Why this job: Make a real impact by helping clients achieve their goals with our insights.
- Qualifications: 1+ years in client success or account management, strong communication skills required.
The predicted salary is between 28800 - 48000 £ per year.
Role Summary
As a Client Experience Manager at Capital Economics, you will play a pivotal role in ensuring our clients receive exceptional service and derive maximum value from their investment in our products. You will work closely with newly acquired and existing clients to understand their business needs, address critical pain points, and empower users to achieve their objectives by leveraging Capital Economics\' insights, proprietary data, and direct access to our economists. You\'ll drive platform adoption and identify opportunities for growth across your accounts. The ideal candidate will have a strong background in client success, excellent communication skills, and the ability to build tailored solutions that align with individual user objectives. You will collaborate with internal teams to drive client engagement, revenue growth, and retention strategies that foster long-term partnerships. This role provides a strong foundation for progression into more senior client-facing positions. High performers will have the opportunity to take on increasingly strategic accounts, contribute to cross-functional initiatives, and grow into a Senior Client Experience Manager role.
Key Responsibilities
- Own the end-to-end client journey from onboarding through renewal, ensuring consistent value realization.
- Develop and execute tailored success plans aligned to client pain points, success metrics, and platform usage.
- Monitor client health scores and engagement metrics to proactively manage risk and retention.
- Drive platform engagement by identifying usage gaps and delivering targeted adoption strategies.
- Tailor onboarding and engagement strategies to user personas, ensuring relevance and impact across varied roles and use cases to maximise adoption.
- Regularly engage with and present to C-suite stakeholders, fostering strategic relationships while identifying and cultivating client advocates to support long-term partnership and account growth.
- Identify expansion opportunities and collaborate with internal teams to drive upsell/cross-sell initiatives.
- Apply MEDDPICC methodology to qualify opportunities, uncover pain points, and drive value realization.
- Use commercial playbooks to ensure consistency and compliance in client interactions.
- Demonstrate excellence in pipeline management, ensuring accurate forecasting, timely follow-ups, and strategic prioritization of opportunities across the client portfolio.
- Act as the voice of the client internally, providing structured feedback to Economist, Product, and Marketing teams.
- Participate in product ideation sessions to shape future product enhancements based on client needs.
Qualifications
- 1+ years\' demonstrable experience in Client Success, Account Management or Client Experience roles in a B2B Financial Services environment.
- Experience with value selling frameworks (e.g., MEDDPICC) and commercial negotiation.
- Strong understanding of user engagement strategies and lifecycle management.
- Familiarity with macroeconomics and its relevance to financial decision making is desirable.
- Proficiency in CRM and analytical tools (e.g., Salesforce, Tableau).
- Excellent communication, stakeholder management and problem-solving skills.
- Organised, proactive and capable of managing multiple accounts simultaneously.
- Passion for delivering excellent service and advocating for client needs.
Benefits
- World-class training including comprehensive coaching on value selling, including AI-generated persona role plays.
- Good annual leave (25 days plus your birthday) & sick package (10 days).
- Salary sacrifice pension scheme
- Life assurance
- 24 hour online GP
- Health Assured (Employee Assistance Programme)
- Hybrid working
- Flexible working policy
- Training & development
- Good additional maternity and paternity policies
- Bike to work scheme
- Thriving social committee
Equal Opportunity
Capital Economics is committed to equality, inclusion and diversity. We encourage applications from all candidates regardless of ethnicity, religion or belief, gender, sexual orientation, age, disability or gender identity. If you need reasonable adjustments to be made to the application process to ensure you are not at a disadvantage to other candidates, please include this in your cover letter.
Client Experience Manager in City of Westminster employer: Capital Economics
At Capital Economics, we pride ourselves on fostering a dynamic work environment that prioritises client success and employee growth. As a Client Experience Manager, you will benefit from world-class training, a supportive hybrid working policy, and ample opportunities for career progression within a culture that values diversity and inclusion. Join us to make a meaningful impact while enjoying a comprehensive benefits package and a thriving social community.
StudySmarter Expert Advice🤫
We think this is how you could land Client Experience Manager in City of Westminster
✨Tip Number 1
Get to know the company inside out! Research Capital Economics, their products, and their client base. This will help you tailor your conversations and show that you're genuinely interested in how you can add value.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your past experiences align with the role of Client Experience Manager. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills.
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Client Experience Manager in City of Westminster
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in client success and how it aligns with the role. We want to see how you can bring value to our clients, so don’t hold back on showcasing your relevant skills!
Showcase Your Communication Skills:Since excellent communication is key for this role, use your application to demonstrate your ability to convey ideas clearly. We love a good story, so share examples of how you've successfully engaged with clients or stakeholders in the past.
Highlight Your Problem-Solving Abilities:In your application, mention specific instances where you've tackled challenges or pain points for clients. We’re looking for candidates who can think on their feet and come up with tailored solutions, so make sure to illustrate this in your examples.
Apply Through Our Website:We encourage you to submit your application through our website for the best chance of being noticed. It’s super easy, and you’ll be one step closer to joining our team at StudySmarter!
How to prepare for a job interview at Capital Economics
✨Know Your Client Inside Out
Before the interview, dive deep into Capital Economics and their client base. Understand their products, services, and the specific challenges their clients face. This knowledge will help you demonstrate how your experience aligns with their needs and how you can add value.
✨Showcase Your Communication Skills
As a Client Experience Manager, communication is key. Prepare to discuss examples where you've effectively communicated with clients or stakeholders. Highlight your ability to tailor your message to different audiences, especially C-suite executives, as this will be crucial in your role.
✨Demonstrate Problem-Solving Abilities
Be ready to share specific instances where you've identified client pain points and developed tailored solutions. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your proactive approach to client success and retention.
✨Familiarise Yourself with MEDDPICC
Since the role involves applying the MEDDPICC methodology, brush up on this framework before your interview. Be prepared to discuss how you've used similar value selling frameworks in the past and how they can be applied to drive client engagement and growth at Capital Economics.
