At a Glance
- Tasks: Manage customer accounts, drive renewals, and ensure licensing coverage.
- Company: Join a leading company in public performance licensing with over 30 years of experience.
- Benefits: Competitive salary, remote work, generous holiday, and private medical insurance.
- Other info: Dynamic role with opportunities for professional development and teamwork.
- Why this job: Be part of an exciting growth journey in the entertainment industry.
- Qualifications: 2-5 years in customer success or account management, strong organisational skills.
The predicted salary is between 36000 - 38000 £ per year.
MPLC provides a legal way to show movies and TV in public or commercial spaces across the globe.
Our business has been running for over 30 years, and we are the number one trusted partner to studios and producers for public performance licensing.
We work with every major Hollywood studio and hundreds of independents, and we are a key player in the entertainment and intellectual property ecosystem.
We are on a truly exciting journey as a company.
We're growing quickly, investing in our teams, and have bold plans for the future.
To support that growth, we're looking for a Customer Success Executive to join our Customer Success Team.
The job in two bullet points
- Own a portfolio of existing customers and take direct accountability for minimizing churn within that book, alongside driving renewal and expansion revenue.
- Ensure coverage completeness by confirming every customer site and location, including newly added ones, is properly covered by their license.
Responsibilities
- You have 2-5 years of experience in customer success, account management, or licensing, with a track record of managing renewals and mitigating churn.
- You are comfortable handling commercial objections, including cost-driven pushback, in a calm and consultative way.
- You have strong organizational skills and attention to detail.
- You are comfortable working across internal teams and directly with client contacts at varying seniority levels.
- You are proficient with CRM tools.
- You are comfortable with a high volume of proactive outbound calls as a core, everyday part of the role.
- Experience with licensing, media, or intellectual property is a plus.
Let's be honest!
This is a proactive, commercially focused customer success role.
You will be responsible for renewal and expansion revenue, minimizing churn, confirming coverage accuracy, handling objections, and following up on payment.
Collected revenue, not simply a signed renewal, is what counts toward your book of business and your results in this role.
As a function, this team is a net revenue retention play.
The goal is to move net revenue retention from 102% to 105% in Year 1, calculated as expansion plus renewal minus churn.
Individual measures roll up to the team's overall net revenue retention target, not a standalone quota.
Requirements
This position runs on a structured outbound calling cadence, proactively checking in with every customer approximately 90 days ahead of their renewal date to confirm coverage, catch any new sites or locations, and resolve compliance questions well before renewal.
You will monitor customer usage declarations against public sources, provide compliance assurance, handle renewal objections, identify and close upsell opportunities, and take direct ownership of ensuring customer invoices are paid in full and on time.
You will also coordinate with Legal and Finance on deal amendments and documentation, maintain accurate CRM records, and elevate the most complex renewal objections, compliance questions, or at-risk accounts to a senior colleague.
Benefits
- Salary band: £36,000–£38,000 depending on experience.
- Remote Working
- 25 days’ holiday plus bank holidays
- Private medical insurance (AXA), including dental, optical and 24/7 GP access.
- Life assurance at 3x base salary (Legal & General).
- Salary sacrifice pension with Aviva, 4% employer contribution.
- #J-18808-Ljbffr
Customer Success Executive in Eastbourne employer: MPLC
MPLC is an exceptional employer that values innovation and collaboration, particularly in the Developer role within Global Technology Services. With a commitment to rebuilding its technology capabilities, MPLC offers a dynamic work culture where employees can take ownership of impactful projects, enjoy flexible remote working arrangements, and benefit from comprehensive health and wellness packages. The company fosters professional growth through hands-on experience with cutting-edge technologies, making it an ideal place for those looking to make a meaningful contribution in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Executive in Eastbourne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MPLC. 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 MPLC 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 Executive in Eastbourne
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 MPLC:Your cover letter is your chance to shine! Tell us why you want to work at MPLC 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 MPLC!
How to prepare for a job interview at MPLC
✨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.
