At a Glance
- Tasks: Manage client relationships, oversee onboarding, and ensure product adoption for maximum satisfaction.
- Company: Join Emplifi, a leader in Autonomous CX, working with top brands globally.
- Benefits: Enjoy unlimited PTO, flexible work, and a comprehensive benefits package.
- Other info: Work in a dynamic, inclusive environment with opportunities for professional development.
- Why this job: Be a key player in enhancing customer experiences and driving business growth.
- Qualifications: 3-5 years in customer success or account management, preferably in digital marketing.
The predicted salary is between 63000 - 77000 £ per year.
Emplifi is the only Autonomous CX platform unifying social marketing, commerce, and customer care for more than 20,000 brands worldwide. Powered by Fuel AI, built on more than 5T of data, and recognised as a leader by leading industry analysts, Emplifi helps enterprise teams orchestrate connected customer journeys and deliver personalised experiences at scale, turning every customer touchpoint into a competitive advantage.
About the Customer Success Team
The Customer Success team is responsible for onboarding new clients and helping them use our products, so they get maximum value – leading to retention of existing client relationships and revenues at scale. We leverage the largest social media data set and CX management suite in the industry. We continue to challenge the status quo by introducing new innovations and enabling our clients to adopt our technology, helping them to scale their business no matter where they are or what industry they are in.
As part of an international team, you will have the opportunity to work with colleagues from Sydney all the way to Sao Paulo, from New York to Singapore and be part of an ever-growing family. You will be supported in your career by a team of professionals dedicated to your development, so that you can grow as a professional and a social media expert advisor.
About the Role
The Customer Success Manager is a crucial ambassador for our clients. With a core focus on sustaining positive client relationships, the CSM plays a central role in customer retention, renewal strategies, product adoption, and identifying expansion opportunities. The CSM will manage contract renewals and some upsells for a defined book of business.
What You’ll Do Here
- Client Relationship Management: Serve as the primary point of contact for customers in the assigned named accounts. Build and maintain strong, lasting customer relationships to ensure satisfaction and loyalty. Understand customer objectives and align our services to achieve those goals.
- Onboarding: Oversee and manage the onboarding process for new clients, ensuring a smooth and timely product adoption. Collaborate with internal teams to expedite service delivery and meet onboarding timelines.
- Product Adoption: Monitor client usage and product adoption rates. Conduct regular check-ins and offer training sessions to ensure clients are leveraging the platform to its fullest potential. Address any adoption challenges with tailored solutions.
- Renewal and Retention: Develop strategies to ensure high retention rates and manage the contract renewal process. Predict and address potential churn risks, implementing mitigation strategies as needed.
- Upselling and Cross-Selling: Recognise and present opportunities for clients to expand their service portfolio based on their evolving needs. Collaborate with the Account Sales Director to ensure smooth transitions for upselling or cross-selling activities.
- Feedback Loop: Gather client feedback and provide it to the product and service delivery teams to ensure continuous improvement. Act as the client’s advocate within the company, ensuring their needs and concerns are addressed.
- Reporting and Analytics: Use CRM and Gainsight to maintain up-to-date client records, track interactions, and measure success metrics. Provide regular updates to management on client health, renewal forecasts, and potential risks.
What You’ll Bring to Us
- Minimum of 3-5 years of experience in customer success, account management, or a similar role, preferably within the digital marketing industry.
- An AI-first mindset, with the ability to continuously leverage AI tools to simplify processes, streamline workflows, boost efficiency, and drive measurable business impact.
- Demonstrated ability to build strong relationships and manage key customer accounts.
- Proficient understanding of digital marketing services such as social media, content marketing, etc.
- Strong problem-solving skills and the ability to handle challenging client situations with grace.
- Proficiency with CRM and customer success tools such as Salesforce, Gainsight, or similar platforms.
- Excellent verbal and written communication skills.
What We Offer
- International and fast-paced environment.
- Chance to work with the world’s biggest brands at the CX tech leader.
- Agile and open-minded culture, with high levels of trust and flexibility.
- Opportunity for professional growth and development.
- Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas.
- Flexible working environment.
- Unlimited Paid Time Off.
- Sick Days & Community Service Days.
- Meetups & conferences.
- Benefits package including Private Health Insurance and Pension.
- Enhanced family/parental leave.
- Modern office in the heart of London’s Shoreditch.
At Emplifi, we are committed to creating a workplace where everyone is valued, respected, and empowered to bring their whole selves to work. We welcome applications from individuals of all ages, races, religions, genders, sexual orientations, gender identities, and LGBTQ+ communities. Emplifi offers a safe, inclusive, and supportive environment where every employee has the opportunity to thrive and is encouraged to be who they are. We welcome and encourage applicants with disabilities. Accommodations are available upon request at any stage of the recruitment process.
7804640003 - Customer Success Manager - UK & Nordics employer: Emplifi
Emplifi is an exceptional employer that fosters a dynamic and innovative work culture, perfect for those passionate about digital marketing and AI solutions. With a strong emphasis on employee growth, you will have access to continuous learning opportunities and the chance to collaborate with leading brands in a supportive environment. Located in a vibrant area, Emplifi offers unique advantages such as flexible working arrangements and a commitment to work-life balance, making it an ideal place for driven professionals seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land 7804640003 - Customer Success Manager - UK & Nordics
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Emplifi. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Emplifi before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 7804640003 - Customer Success Manager - UK & Nordics
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Emplifi:Your cover letter is your chance to shine! Tell us why you want to work at Emplifi specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Emplifi!
How to prepare for a job interview at Emplifi
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
