At a Glance
- Tasks: Manage client relationships and ensure successful implementation of ON24 products.
- Company: Join ON24, a leader in AI-driven engagement solutions.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on collaboration and client satisfaction.
- Why this job: Be the key to helping clients succeed with innovative technology.
- Qualifications: Strong communication skills and experience in customer success or project management.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Customer Success Manager role at ON24. ON24 is on a mission to help businesses bring their go-to-market strategy into the AI era and drive cost-effective revenue growth. Through its leading intelligent engagement platform, ON24 enables customers to combine best-in-class experiences with personalization and content, to capture and act on connected insights at scale.
Role Overview
Customer Success Managers (CSMs) are responsible for the relationship between ON24 and Elite clients. This role is responsible for the effective and successful coordination of setup, implementation, training and maintenance on various ON24 Products and Platforms, as well as partner products and platforms. This requires an organized individual, comfortable interfacing with clients, handling multiple projects with both long and short timelines, and facilitating projects involving sales, engineering, finance, and external client teams.
Primary Responsibilities
- Act as a trusted advisor to the end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value.
- Conduct frequent reviews with accounts to determine customer satisfaction, risk, and drive KPIs.
- Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.
- Act as client point‑of‑contact to ensure successful execution of all client engagements.
- Consistently meet project timelines and ensure client expectations are exceeded.
- Onboard new customers to hit key milestones, partnering with cross‑functional teams to facilitate.
Customer Success Manager in London employer: ON24
At ON24, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Customer Success Manager, you will benefit from comprehensive training programmes, opportunities for professional growth, and a collaborative environment that values innovation and client success. Located in a vibrant tech hub, ON24 offers unique advantages such as flexible working arrangements and a commitment to work-life balance, making it an excellent employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ON24. 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 ON24 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 in London
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 ON24:Your cover letter is your chance to shine! Tell us why you want to work at ON24 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 ON24!
How to prepare for a job interview at ON24
✨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.
