At a Glance
- Tasks: Be the go-to person for clients, ensuring they get the most from our data solutions.
- Company: Join a leading UK data science firm that's all about innovation and growth.
- Benefits: Enjoy flexible working, gym perks, daily lunches, and a supportive team culture.
- Other info: Dynamic environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping clients unlock value with cutting-edge data insights.
- Qualifications: 2-5 years in AdTech or customer success, with strong communication skills.
The predicted salary is between 60000 - 80000 £ per year.
Location: On site / London, UK
Job type: Permanent / Full-time
Sector and subsector: Commercial & Marketing | Sales
Annual Fixed salary: £
About Outra
Outra is a UK-based data science firm specializing in household-level data, leveraging over 30 million UK households and thousands of data points to deliver predictive analytics and actionable insights. We combine advanced AI and machine learning to help businesses optimize marketing efficiency, enhance customer understanding, and predict behaviours. We are entering an exciting period of growth as we expand our unique, data science-led propositions. Our market-leading solutions use highly targeted UK household and property attributes to support audience engagement and development through predictive modelling.
Job Overview
As a Customer Success Manager, you will be a key member of the Customer Success team, working across its four core pillars (Partnerships, Clients, Data strategy, and Revenue Operations):
- Partnerships: Keeping up to date on the latest tech partner integrations (incl. TTD, Index exchange, Amazon, Google, Meta)
- Clients: Ensuring exceptional delivery and satisfaction for our customers
- Data strategy: Understand the Outra signal and how it performs for our clients
- Revenue Operations: Supporting commercial processes that drive growth and retention
You will function as a trusted partner for clients, helping them unlock value from Outra’s data solutions, while ensuring internal processes run smoothly to support revenue goals.
Key Responsibilities
- Work closely with our ad technology partners ensuring Outra data setup in an optimal way ready for client delivery
- Serve as the day-to-day contact for assigned clients, ensuring timely delivery of data products and services
- Support onboarding and training for new clients, ensuring they understand Outra’s solutions and best practices
- Collaborate with Data Strategy and Partnerships teams to address client requests and bespoke projects
- Monitor client performance metrics and proactively identify opportunities for upsell or renewal
- Assist in revenue operations tasks such as pipeline tracking, forecasting, and CRM hygiene
- Prepare client reports, presentations, and insights to highlight Outra’s impact
- Coordinate with internal teams to resolve issues quickly and maintain high client satisfaction
Capabilities and Experience
- 2yr-5yr AdTech or programmatic knowledge
- Experience in customer success, account management, partnership, or equivalent role
- Effective communication and relationship-building skills
- Ability to manage multiple projects and deadlines with attention to detail
- Familiarity with CRM tools (e.g., Salesforce, HubSpot) and revenue operations processes
- Analytical mindset with comfort in interpreting data and creating client-facing reports
- Initiative-taking, solution-oriented approach to problem-solving
Why Join Us
- Think Customer First, always start with what creates value for the customer
- Play to Win, put everything you have on the field to succeed
- Get it Done, say what you will do and do what you say
- Own the Outcome, revolutions are not won by mercenaries
- Empower and Celebrate the Builders, empower everyone to build better and faster
- Flexible hybrid working policy
- Subsidized gym membership and cycle-to-work scheme
- Pension contributions, group, and critical illness cover
- Daily office lunches and snacks
- Regular team socials
Customer Success Manager employer: Hollybank Trustees Ltd
Hollybank Trustees Ltd is an exceptional employer, offering a dynamic work environment in Rough Hills, England, where collaboration and client-focused strategies thrive. With a flexible hybrid working model, a comprehensive benefits package including an enhanced pension scheme, and ample opportunities for professional development, employees are empowered to grow their careers while making a meaningful impact in the investment advisory sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hollybank Trustees Ltd. 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 Hollybank Trustees Ltd 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 Customer Success Manager
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 Hollybank Trustees Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Hollybank Trustees Ltd 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 Hollybank Trustees Ltd!
How to prepare for a job interview at Hollybank Trustees Ltd
✨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.
