At a Glance
- Tasks: Build strong relationships with clients and drive their success through strategic conversations.
- Company: Join Onclusive, a global leader in integrated media content and actionable insights.
- Benefits: Enjoy competitive salary, hybrid working, and a focus on wellbeing and work-life balance.
- Other info: Be part of a passionate team that values collaboration and personal development.
- Why this job: Make a real impact by helping clients maximise their value from our innovative solutions.
- Qualifications: 3+ years in customer success or account management with strong communication skills.
The predicted salary is between 40500 - 49500 £ per year.
About Us: Onclusive is the global benchmark for integrated media content, turning enriched data into actionable insight across every channel - online, print, broadcast and social. Our scalable solutions meet real-world needs: from direct integration of enriched data into your ecosystem, self-service tools that track, measure, and manage media impact, to expert analysis that guides sharper decisions. Powered by innovation and elevated by people, we help you protect brand reputation, prove impact, and continually improve your value.
About the Role: The Customer Success Management function will be responsible for developing and fostering strong relationships with our customers, acting as their leading point of contact for all matters pertaining to their account. Rooted in a collaborative team culture, you will work closely across cross-functional groups - bridging Product, Technical Support, and Commercial Partnerships, to champion client needs and foster seamless teamwork. As a CSM, you will take ownership of a critical portfolio of customers, driving commercial accountability for renewals and account growth while maintaining a focus on customer advocacy. You’ll be a vital bridge between our product ecosystem and our customers, communicating our solutions, gathering critical feedback, and aligning internal resources to ensure exceptional customer satisfaction.
Your responsibilities:
- Portfolio and Relationship Management
- Act as the lead point of contact for all matters related to the assigned client portfolio of circa 60-70 clients with a total value of £1m, serving as the trusted advisor to our customers and executive sponsors post initial sale.
- You will be responsible for this portfolio of customers with key focus on customer retention followed by upsell.
- You are expected to be engaged with customers virtually or in person. You will lead these meetings to drive the best experience for our customers.
- Build and foster relationships with key decision makers and stakeholders across multiple customer teams.
- Engage customers in strategic conversations to derive maximum value from their Onclusive product and Services suite. Understanding and anticipating customers’ needs and goals, and sharing best practices within Media Intelligence.
- Define what success means for your customers and produce detailed plans outlining a roadmap to achieve success and share in accountability of their success.
- Conduct regular quarterly / monthly business reviews with key clients, and travel to visit clients when needed.
- Commercial Acumen
- Be accountable for the retention and growth of your customers. Owning the customer renewal, driving pricing increases and spotting opportunities for multi-year conversions.
- Promote the growth of your customer portfolio by uncovering, scoping, qualifying and driving upsell opportunities to ensure customer retention and growth.
- Promote the growth of your customer portfolio by uncovering, scoping, qualifying expansion and cross-sell opportunities beyond current contractual relationship and regional scope. This will be developed in collaboration with the Commercial Partnerships team.
- Reporting and Account Planning
- Conduct periodic executive reviews and health checks - accurately assessing customer health, helping define adoption strategies and ensure value realisation (using key metrics from the platform).
- Monitor customer health and create risk mitigation plans where needed. Identifying renewal risk and collaborating with internal teams to remediate and ensure a successful renewal.
- Oversee customer inquiries resolution by aligning customers with the right resources. Ensure the timely and successful delivery of Onclusive solutions according to client needs and objectives.
- Partner with different teams at Onclusive to 'champion clients’ needs', including onboarding, Technical support, commercial partnerships, operations and product.
- Ensure high data quality in the CRM system, correct reporting of opportunities and account plans.
- Expertise and knowledge sharing
- Act as the voice of the customer cross-functionally and collect feedback to influence continuous improvement in the product and our processes.
- Understand technical roadblocks and make recommendations on solution implementation and core integrations to overcome them.
- Keep up to date with all product enhancements and industry developments to communicate these to clients in a proactive manner.
- Develop and share best practices with team members to continually improve our processes' quality, effectiveness, and efficiency.
Who you are:
- You have 3 years + experience in a similar role.
- Have the ability to work towards monthly sales targets and KPI’s.
- Resourceful and self-motivated with a solution-orientated attitude.
- Are empathetic; can build a great rapport with clients and colleagues alike.
- Can plan, prioritise and deliver to tight deadlines.
- Enjoy being a team player and are always willing to support those around you.
- Relationship building is second nature.
- Are positive, enthusiastic and reliable.
- Excellent communication and interpersonal skills.
- Strong organisational, administrative and IT skills.
Desirable:
- Understanding of a post sales cycle and pipeline management to attain revenues and other designated target/KPI’s.
- Knowledge of account management and revenue growth for B2B sales.
- Understanding of the PR and communications industry.
What we can offer:
We are a global fast growing company which offers a variety of opportunities for you to develop your skill set and career. In exchange for your contribution, we can offer you:
- Competitive salary and benefits.
- Hybrid working in a team that is passionate about the work we deliver and supporting the development of those that we work with.
- A company focus on wellbeing and work life balance including initiatives such as flexible working and mental health support.
We want the best talent available, regardless of race, religion, gender, gender reassignment, sexual orientation, marital status, pregnancy, disability or age.
Customer Success Manager employer: Onclusive
Onclusive is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration. With a strong focus on employee wellbeing and career development, we provide competitive salaries, hybrid working options, and a culture that values diversity and inclusion. Join us to be part of a global team dedicated to empowering PR and communications professionals with cutting-edge media intelligence solutions.
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 Onclusive. 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 Onclusive 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 Onclusive:Your cover letter is your chance to shine! Tell us why you want to work at Onclusive 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 Onclusive!
How to prepare for a job interview at Onclusive
✨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.
