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For Companies At a Glance
- Tasks: Manage client relationships, oversee onboarding, and ensure product adoption for maximum satisfaction.
- Company: Join Emplifi, a leader in social media management with a global presence.
- Benefits: Competitive salary, career development support, and a vibrant international team.
- Why this job: Be the voice of clients and help them thrive in the digital landscape.
- Qualifications: Strong communication skills and a passion for customer success.
- Other info: Dynamic role with opportunities to work across diverse markets and cultures.
The predicted salary is between 36000 - 60000 £ per year.
Emplifi’s unified social media management platform empowers more than 20,000 of the world’s leading brands to revolutionize the digital and social customer experience. With comprehensive and integrated social media marketing, social commerce, and care, combined with unified analytics and AI, Emplifi fuels growth resulting in happy customers, increased product sales, and improved brand loyalty.
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.
Job Summary
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: Recognize and present opportunities for clients to expand their service portfolio based on their evolving needs.
Customer Success Manager - UK & Nordics in London employer: Emplifi
Contact Detail:
Emplifi Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager - UK & Nordics in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Emplifi on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding Emplifi’s products inside out. Show us how you can help clients maximise their experience with the platform. Tailor your examples to highlight your customer success skills!
✨Tip Number 3
Follow up after your interview! A quick thank-you email can keep you top of mind. Mention something specific from your conversation to show you were engaged and genuinely interested.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Emplifi family.
We think you need these skills to ace Customer Success Manager - UK & Nordics in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in client relationship management and onboarding, as these are key aspects of the job. We want to see how you can bring value to our team!
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples from your past experiences that show how you've successfully managed client relationships or improved product adoption. This will help us see how you fit into our culture of innovation.
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can connect with clients and build lasting relationships, so don’t be afraid to show us who you are and what makes you passionate about customer success.
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’re considered for the role. Plus, it shows us you’re proactive and keen to join our team!
How to prepare for a job interview at Emplifi
✨Know Your Stuff
Before the interview, dive deep into Emplifi’s platform and understand how it empowers brands. Familiarise yourself with their services, especially in social media management and customer experience. This knowledge will help you demonstrate your genuine interest and ability to align with their goals.
✨Showcase Your Relationship Skills
As a Customer Success Manager, building strong relationships is key. Prepare examples from your past experiences where you've successfully managed client relationships or resolved conflicts. Highlight your communication skills and how you’ve ensured customer satisfaction in challenging situations.
✨Be Ready to Discuss Onboarding Strategies
Think about how you would approach onboarding new clients. Be prepared to share your strategies for ensuring smooth product adoption and how you would collaborate with internal teams. This shows that you’re proactive and understand the importance of a seamless onboarding process.
✨Prepare for Upselling Scenarios
Emplifi values growth through upselling and cross-selling. Come up with scenarios where you identified opportunities for clients to expand their service portfolio. Discuss how you approached these conversations and the outcomes, showcasing your ability to drive value for both the client and the company.
