At a Glance
- Tasks: Manage customer accounts and drive impactful use cases in a fast-paced AI environment.
- Company: Join a dynamic tech company focused on enhancing customer experience for top brands.
- Benefits: Enjoy flexible working, health budgets, and 25 holiday days plus your birthday off!
- Other info: Diverse and inclusive culture that values growth and collaboration.
- Why this job: Be part of a mission to transform customer experiences with innovative technology.
- Qualifications: Experience in customer success or account management is a plus; strong relationship-building skills required.
The predicted salary is between 40000 - 40000 £ per year.
Our mission is to help large successful brands like Uber, Amazon, Wise, HelloFresh (and more!) put their customers at the centre of everything they do. Using best-in-class tech in a fast-developing AI space, our Customer Experience Intelligence platform continuously analyses explicit and implicit feedback to enable our clients to identify what they should do next.
We're now looking for a talented XLG Programme Manager to join our XLG Team!
What you'll be doing:You’ll take ownership of a portfolio of Bronze and Silver customer accounts, guiding them towards fully operational, high-impact use cases that run smoothly day to day. Our approach to renewals is growth led, meaning we anchor them in the value and outcomes we deliver, not just contract milestones. You’ll work in a fast-moving AI environment with ambitious brands, solving meaningful, commercially impactful problems having ownership and accountability from day one.
In this role, you will:
- Partner with customers to integrate their core use cases into everyday workflows so they become part of business-as-usual operations
- Develop and maintain a clear view of the value delivered within each account, using it to support a growth-led approach to renewals
- Manage the health of your account portfolio by monitoring adoption, identifying and tracking risks, and ensuring accounts stay on track
- Own the renewal process for your accounts, proactively identifying risks early and working through them to resolution before they escalate into issues
- Build trusted relationships with key stakeholders and gain a clear understanding of what success looks like for each customer
- Collaborate with Analysts, Tech Support, and Product teams to resolve issues quickly and keep accounts progressing smoothly
- Maintain accurate account records and health data to ensure the wider team always has a clear, up-to-date view
- Learn from the XLG Team around you and actively contribute ideas to improve how we work and deliver value
- Experience in a Customer Success, Account Management or XLG role
- Confident managing a portfolio of accounts and keeping multiple customers progressing smoothly at the same time
- Ability to build credible, trusted relationships with customers quickly and effectively
- Highly organised, with a strong track record of following through on commitments
- Exposure to SaaS platforms is beneficial but not required
- Commercially aware, with an understanding of how customer value links to business outcomes
Let’s introduce ourselves – you’ll complete an introductory asynchronous interview - we’d love to learn more about you, your ambitions, and what you’re looking for in your next step.
Get to know your would-be manager – you’ll have a call with Holly Travis, our VP of XLG, to learn more about the role and show off your experience.
Show us how you work - you’ll create a short presentation to showcase your skills to the team.
Get to know your would-be team – You'll meet people you'll be working closely with from our Commercial teams.
How our values and your career goals align – you’ll have a call with our cofounder to learn more about life at Chattermill and ensure we’re the right place for your next stage of growth.
Our Values:- We are obsessed with experience – We take our mission to rid the world of bad Customer Experience seriously, and we practice what we preach.
- We believe in the power of trust – Whether it's with each other, our customers, partners, or other stakeholders, we always communicate with openness and trust.
- We act as responsible owners – Whether it's about the company, a team, a project, or a task, having the freedom to make decisions in our area of responsibility is a crucial driver for us.
- We share a passion for growth & progress – On every level, we’re motivated by taking on new challenges – even if they seem out of reach. We recognise that we are learning machines and we always seek to action feedback and improve collectively.
- We set our ambitions high but stay humble – We've come together to build a product and a category that’s never been seen before. While we're an ambitious bunch with lofty goals, we don't approach this goal carelessly.
- We believe the right team is the key to success – At Chattermill we’ve learned that all our important achievements have been the result of the right people collaborating together – that’s why we need you to apply today!
We want to enable exceptional experiences for everyone, and to achieve this we need everyone’s voice in our team. We are on a mission to bring more diversity into the business and to give everyone (from all backgrounds and abilities) a chance to join us, even if they may not fit all of the requirements set out in this job spec. We realise that some may be hesitant to apply for a role when they don’t meet 100% of the listed requirements – we believe in potential and will happily consider all applications based on the skills and experience you have, we’d love to be part of your growth and we encourage you to apply!
XLG Programme Manager employer: Chattermill Analytics Limited
Chattermill is an exceptional employer that prioritises employee well-being and growth, offering a flexible working environment tailored to individual preferences. With generous benefits such as a monthly health and wellness budget, an annual learning and development allowance, and a commitment to diversity and inclusion, employees are empowered to thrive both personally and professionally. The company's mission to enhance customer experience through innovative technology creates a dynamic and meaningful workplace for those looking to make a significant impact.
Contact Details:
Chattermill Analytics Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land XLG Programme Manager
✨Tip Number 1
Get to know the company inside out! Research their mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for your interviews by doing mock sessions with friends or using online resources. Focus on articulating how your experience aligns with the role of XLG Programme Manager.
✨Tip Number 3
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!
✨Tip Number 4
Don’t forget to follow up! After interviews, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest and keep you top of mind.
We think you need these skills to ace XLG Programme Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the XLG Programme Manager role. Highlight your experience in Customer Success or Account Management, and show us how you can bring value to our team!
Show Off Your Skills:When creating your presentation, focus on showcasing your ability to manage accounts and build relationships. We want to see how you tackle challenges and drive growth for customers!
Be Authentic:Let your personality shine through in your application. We’re all about trust and openness, so don’t be afraid to share your ambitions and what makes you tick!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any updates from our team!
How to prepare for a job interview at Chattermill Analytics Limited
✨Know Your Customers
Before the interview, research the brands mentioned in the job description, like Uber and Amazon. Understand their customer experience strategies and think about how you can contribute to enhancing their operations as an XLG Programme Manager.
✨Showcase Your Organisational Skills
Prepare examples that demonstrate your ability to manage multiple accounts effectively. Highlight specific instances where you successfully tracked account health and resolved issues proactively, as this aligns with the role's requirements.
✨Build Trust Through Communication
During the interview, focus on how you build credible relationships with customers. Share stories that illustrate your communication style and how it has helped you gain trust and achieve successful outcomes in previous roles.
✨Emphasise Your Growth Mindset
Discuss your passion for growth and progress, both personally and professionally. Mention any feedback you've received in the past and how you've used it to improve your performance, which resonates with the company's values.
