At a Glance
- Tasks: Lead client success initiatives and manage diverse projects across various industries.
- Company: Ipsos, a leader in customer experience research with a dynamic team.
- Benefits: 25 days annual leave, pension contributions, flexible working, and professional development opportunities.
- Other info: Join a diverse and inclusive workplace committed to personal and professional growth.
- Why this job: Make a real impact on client relationships and drive innovative CX solutions.
- Qualifications: Experience in client management and CX technologies like Medallia or Qualtrics.
The predicted salary is between 40000 - 50000 £ per year.
Building on several years of growth, Ipsos has ambitious targets for the future. The CX Service Line has an enviable client list, award winning programmes and as industry recognised leaders we are driving change both in Ipsos and the wider CX world. The Client Service team holds the overall relationships with clients across our accounts and includes a combination of Insights, Professional Services and Client Success specialists.
Client Success at Ipsos CX is all about getting the best out of the CX technology platforms we use for many of our client programmes. As a Client Success Manager, you will be responsible for leading on some Success workstreams and supporting on others, including the design, set up, specification, execution and delivery on varying sized projects across sectors which could include Telco, Retail & Fashion, Hotels & Hospitality, Auto, Financial Services.
You will support more senior team members to ensure that client requirements are effectively translated into product / feature recommendations and platform and programme design. This role is offered on an initial 1 year fixed term contract and offers hybrid working with 3 days in the London office and the rest from home.
Day to day, these are the types of things you can expect to be doing:
- Work across several different clients, communicating directly with clients to deliver the day-to-day programmes successfully, across a variety of project types and industries.
- Overall, ensuring we translate client requirements effectively, delivering best practice technology usage, including workstreams such as dashboard design, new functionality, hierarchy design, sampling, user setup, troubleshooting and writing and delivering training for clients.
- Own Success workstreams such as a new dashboard, role or piece of functionality including communicating directly with clients on an ongoing basis.
- Own reporting specs for dashboard reporting and for additional platform functionality with input from directors.
- Oversee dashboard issues with input from more senior team members when required.
- Own creating client facing materials for and presenting new Client Success ideas to clients.
- Lead on some platform related materials and delivery, e.g. project playbook, training guides etc.
- Work collaboratively alongside our other functional specialisms - Project Management, Insights and CXPS and Platform Services - to deliver on your programmes, and help to upskill other team members’ knowledge.
- Input into and lead on some elements of regular strategic client reviews, supporting on managing and driving the overall client programme roadmap.
- Commercial drive to identify opportunities for Growth, contribute to proposals and costings as well as monitoring profitability, scope and driving efficiency.
- Seek opportunities to work collaboratively for the benefit of the company as a whole.
About You:
- Proven experience of delivering on client needs and making an impact with the clients you have worked with, either in-house or at an agency or tech provider.
- Proven experience of managing client relationships as a key point of contact across the full programme lifecycle.
- Experience in working with, designing, implementing and managing CX programmes, with experience utilising CX technologies (SaaS).
- Strong numeracy skills and attention to detail, excellent time management skills and able to work across multiple projects or tasks.
- A good understanding of research methodologies and a passion for customer experience.
- Proven as a safe pair of hands, having built up trust with those you have worked with previously.
- A high aptitude for technology and practical experience with AI-based tools for research tasks, including data analysis platforms and automation tools.
- Proficiency in AI use and adoption to enhance day-to-day tasks.
- Experience in global or cross-regional projects or programmes.
- Developing new research approaches or using emerging technologies like AI for predictive analytics.
- Commercial outlook, understand client business and support the team to elevate our client programmes to deliver measurable impact.
- Financial awareness: understanding the drivers of profitability and how to deliver efficiently across our programmes whilst adhering to client budget, needs and sold scope.
Behaviours:
- Analytical thinking.
- Resilience, flexibility and agility with a can do attitude.
- Creative thinking.
- Work collaboratively both internally and externally.
- Motivation and self-awareness.
- Empathy and active listening, demonstrated with colleagues and clients.
- Intellectual curiosity and lifelong learning with a growth mindset.
- Service orientation and customer service.
- Flexible to changing needs and situations, and speak positively about change, always looking for ways to improve or opportunities.
- Talent Management Leadership and social influence.
Benefits:
We offer a comprehensive benefits package designed to support you as an individual. Our standard benefits include 25 days annual leave, pension contribution, income protection and life assurance. In addition, there are a range of health & wellbeing, financial benefits and professional development opportunities. We realise you may have commitments outside of work and will consider flexible working applications.
We are committed to equality, treating people fairly, promoting a positive and inclusive working environment and ensuring we have diversity of people and views. We recognise that this is important for our business success - a more diverse workforce will enable us to better reflect and understand the world we research and ultimately deliver better research and insight to our clients.
We are proud to be a member of the Disability Confident scheme, certified as a Level 2 Disability Confident Employer. We provide an inclusive and accessible recruitment process.
About the Team:
At Ipsos, we collaborate with the world’s leading organisations to help them grow the right talent, fulfil their brand promises, and optimise financial outcomes. Our research, advanced analytics and advisory solutions enable clients to predict and adapt to change, create enriched, improved, and differentiated experience ecosystems.
Client Success Manager, Customer Experience - 1 year FTC employer: Marketing Management Analytics, Inc.
Join our dynamic Policy and Evaluation Unit as an Associate Director, where you will be part of a multi-disciplinary team dedicated to impactful public policy evaluations. We offer a supportive work culture that prioritises employee well-being, professional development, and flexible working arrangements, ensuring you can thrive both personally and professionally. With a comprehensive benefits package and a commitment to diversity and inclusion, this role provides a unique opportunity to contribute to high-profile projects while enhancing your commercial skills in a collaborative environment.
Contact Details:
Marketing Management Analytics, Inc. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Manager, Customer Experience - 1 year FTC
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Marketing Management Analytics, Inc.. 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 Marketing Management Analytics, Inc. 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 Client Success Manager, Customer Experience - 1 year FTC
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 Marketing Management Analytics, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Marketing Management Analytics, Inc. 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 Marketing Management Analytics, Inc.!
How to prepare for a job interview at Marketing Management Analytics, Inc.
✨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.
