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For Companies At a Glance
- Tasks: Manage client relationships and ensure they maximise the InfoSum platform's potential.
- Company: Join a forward-thinking company focused on customer success and innovative solutions.
- Benefits: Competitive salary, generous leave, private medical insurance, and fantastic corporate discounts.
- Other info: Enjoy a vibrant culture with monthly socials and flexible summer hours.
- Why this job: Be the advocate for clients and drive impactful data collaboration strategies.
- Qualifications: Strong communication skills and a background in advertising technology preferred.
The predicted salary is between 30000 - 40000 £ per year.
Department Overview
The Client Services team includes customer success, support, and solutions engineering. Responsible for generating value for our customers by ensuring clients are using InfoSum to its full potential, have the necessary support and regularly feedback client use cases internally.
Sub Department Overview
Customer Success is responsible for understanding, representing and delivering outstanding customer service to InfoSum signed clients. This is achieved by consulting on 1PD strategy, platform usage and partnerships. The team relay core client requirements to the business and identify opportunities to collaborate across internal departments for renewals, platform challenges, upselling, case studies, legal queries to maintain service for clients.
Job Overview
The Customer Success Associate is responsible for managing small and medium businesses alongside 1-3 more strategic clients, working with client engineering, product operations, and commercial teams to understand and implement a varied set of use cases. The CSM manages the day-to-day client interactions across a range of levels to ensure they receive the highest value from the InfoSum platform and are always engaged.
Core Responsibilities
- Independently lead day-to-day interactions
- Act as the client's go-to advocate and navigate internal processes at InfoSum and the client to provide a high level of customized service for the client
- Build the client's ability to operate the InfoSum platform for more complex use cases
- Track performance and success of client's data collaboration strategy to ensure InfoSum is driving towards the best possible outcome for the client / their partners
- Develop a perspective on the viable use cases of InfoSum for each client, seek alignment from the client with support of manager to achieve leadership buy-in, and develop a plan for implementation of new use cases
- Initiate and lead discussions regarding renewal of contracts, with support from manager to establish appropriate commercials and achieve client senior leadership buy-in
- Align on success metrics with the client and build a shared plan to address barriers to growth
- Run a reliable and organized account process that keeps InfoSum on top of deadlines and capable of seamlessly introducing new revenue growth initiatives
- Additional responsibilities as and when required by the business
The main skills needed to deliver the core responsibilities
- Growing understanding of how data and identity is activated in the digital media ecosystem
- Clear written and oral communicator with emphasis on precision
- Demonstrable track record of successfully growing revenue within complex partnerships
- Ability to build and cultivate new relationships with potential and existing partners within all parts of an organization
- An organized self-starter that can diversify their skill set to meet business priorities
- Excellent interpersonal and customer-facing skills
- A high level of curiosity and willingness to understand complex solutions designed to service customer needs
- Experience presenting and managing communications with senior leadership at brands, agencies and publishers
- Interest in and ability to represent and advocate for InfoSum's core philosophy of privacy by default in your day to day interactions with clients
What are the key indicators of success in this role
- Background in advertising technology
- Respond and elevate customer requests internally in a timely manner
- Successful implementation of new opportunities and customer use cases with existing customers
- Successfully retain customers and grow the portfolio's overall revenue value
- Partner with product and commercial teams leads to successfully identify and execute new solutions to meet customer needs
- Familiarity using customer success tools and project management
- Develop a reputation among customers of being a trusted consultant on all things data collaboration strategy and technology
A competitive salary based on your experience and ability to perform in role
25 days annual leave (excluding bank holidays) + a day off for your birthday + 2 Volunteering days
Private medical insurance
Life assurance - 4x your base salary
Fantastic corporate discounts and mental wellbeing support, including a top of line EAP.
Salary sacrifice schemes
Enhanced Maternity, Adoption & Share Parental Leave
We also reward our teams with monthly socials, 4pm finishes on a Friday & 3pm Fridays finishes during the summer months of June, July and August, 3 extra days off during the Christmas holidays and a culture built on recognition, collaboration and success.
Customer Success Associate in London employer: InfoSum
Contact Detail:
InfoSum Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Associate in London
✨Tip Number 1
Get to know the company inside out! Research InfoSum's values, products, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Customer Success Associate, you'll need to be clear and engaging. Try role-playing with a friend or family member to get comfortable discussing complex topics in a simple way.
✨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, which is always a bonus!
✨Tip Number 4
Don't forget to follow up! After interviews, send a thank-you email expressing your appreciation for the opportunity. It shows professionalism and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Success Associate in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Associate role. Highlight your experience in customer service and any relevant skills that align with our job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since clear communication is key in this role, use your application to demonstrate your writing abilities. Keep it concise, professional, and engaging. We love seeing candidates who can articulate their thoughts clearly!
Highlight Relevant Experience: If you've worked in advertising technology or have experience managing client relationships, make sure to mention it! We’re looking for someone who understands the digital media ecosystem and can navigate complex partnerships.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at InfoSum
✨Know Your Stuff
Before the interview, make sure you understand the InfoSum platform and its use cases. Familiarise yourself with how data and identity are activated in the digital media ecosystem. This will help you speak confidently about how you can add value to clients.
✨Showcase Your Communication Skills
As a Customer Success Associate, clear communication is key. Prepare examples of how you've effectively communicated with clients or internal teams in the past. Highlight your ability to simplify complex concepts and ensure everyone is on the same page.
✨Demonstrate Your Relationship-Building Skills
Think of instances where you've successfully built relationships with clients or partners. Be ready to discuss how you approach nurturing these connections and how you can advocate for clients within an organisation.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific client situations or challenges. Think through potential scenarios related to contract renewals or upselling opportunities, and be prepared to outline your thought process and strategies.