Customer Success Specialist

Due to expansion in our European business, we are looking for a new colleague to join our highly skilled, hardworking and friendly team in London. We work on a hybrid basis blending time at the Stepstone Group offices with working from home. Reporting to the Manager Customer Success International, the Customer Success Specialist manages relationships with Appcasts large, strategic customers. They will oversee clients recruitment advertising spend, help them navigate Appcasts software and managed services, and ensure they get maximum value from the solutions. They will also manage a portfolio of accounts, develop a strong understanding of each clients recruitment marketing needs, and act as an extension of their team to help achieve their goals. The Customer Success Specialist will work with clients to leverage Appcasts data and strategic capabilities to deliver the results, serving internally as the clients advocate and externally as the clients true partner. Job Responsibilities: Build and maintain strong, meaningful relationships with Appcasts clients as their main point of contact, advocate and true partner, including large, strategic customers with international recruitment advertising needs. Own and support a portfolio of client accounts, gaining a deep understanding of each clients recruitment marketing goals, desired outcomes and KPIs, while helping manage complex account activity such as reporting, campaign launches and audits. Track and manage client advertising spend on a daily, weekly and monthly basis, using Appcast data and performance insights to proactively identify budget issues, recommend solutions and deliver regular reporting, status updates and quarterly business reviews. Partner cross-functionally with Sales, Strategy, media, product and development teams to investigate issues, support multi-channel recruitment strategies, launch overseas media where needed and solve client-facing challenges. Empower clients with education and information on Appcasts platform, campaigns, data, product enhancements and technical updates, exceeding expectations through clear, proactive communication and follow-up. Job requirements Qualifications Professional experience in customer success, account management, client services or a similar client-facing role that requires problem solving on behalf of customers, preferably in a technical, software, recruitment marketing or media environment. Strong analytical skills, including experience working with data, technical platforms and analytical presentations to identify trends, tell a clear story and make practical recommendations for clients. Adept at cross-team collaboration, with the ability to work creatively and solutions-orientated across Sales, Strategy, media, product, development and other internal partners to resolve complex client issues. Excellent written and verbal communication skills, with the confidence, tenacity and attention to detail needed to manage complex customer conversations and communicate across platforms such as Slack, Jira and Microsoft Teams. Highly organised and able to prioritise, follow up and work independently across time zones, with recruitment marketing experience highly valued and a bachelors degree or equivalent experience preferred. TPBN1_UKTJ