Please note: This is a 12-Month Maternity Cover.
At Storyteq, we are revolutionizing the way marketers and production teams create, manage and activate content and campaigns. With our Gartner leading Content Marketing Platform, we empower our clients to seamlessly plan, brief, resource, approve and activate their marketing campaigns and content. Our cutting-edge creative automation solution, coupled with our DAM, Brand, and workflow modules, enables limitless scalability and ensures improved brand control. We have a strong presence in the market and are trusted by leading brands such as Heineken, ASOS, BMW, Rolls Royce, Dufry, and KFC.
We’re growing fast and are expanding our teams. We are currently seeking an ambitious Senior Customer Success Manager to join our team. This role is focused on growth, expansion and enhancement of the processes of customer success at Storyteq.
As a Senior Customer Success Manager at Storyteq, your primary responsibility is to ensure client satisfaction and foster strong relationships to drive retention and growth
Requirements
- Account Planning: Collaborate with Account Managers, Sales, and Project/Implementation Managers to develop comprehensive account plans that align with clients' business objectives.
- Client Relationship Management: Develop and nurture strong, longlasting relationships with key customer stakeholders, understanding their business needs and ensuring the effective use of Storyteq's solutions to meet those needs.
- Performance Monitoring and Reporting: Oversee the planning, implementation, and reporting of client campaigns, utilizing datadriven strategies to enhance performance and achieve client goals.
- Cross-Functional Collaboration: Work closely with internal teams, including Product Management, Marketing, and Sales, to provide customer insights and identify opportunities for innovation and continuous improvement.
- Change Management: Assist clients in managing organisational changes related to the adoption and integration of Storyteq's solutions, ensuring a smooth transition and effective utilisation.
These responsibilities are designed to ensure that clients derive maximum value from Storyteq's offerings, leading to sustained satisfaction and business growth.
Benefits
On top of a competitive salary, you can expect a whole load of perks:
- 25 days’ holiday + bank holidays – we understand the importance of you getting some down time.
- Annual Wellbeing Day – enjoy an additional day on us to look after your physical and mental wellbeing.
- Pension Scheme – helping you save towards your retirement home in the sun!
- Corporate Medical Cash Plan – claim back the cost of your medical treatments.
- So many savings – through our online community platform, you can access dozens of daily deals, from money off top brands to discounts on days out.
- Employee Assistance Programme – our people are at the heart of everything we do, so if you’re happy, we’re happy.
- Cycle to Work Scheme – save on the cost of biking to work.
- Monthly Employee Awards - Employee of the Month programme with £250 bonus
- Raising money for charity including a paid Volunteer Day – we’re all about giving back… and having lots of fun in the process!
- Referral scheme – know the perfect person to join the team? You could bag £1,500 for a putting a good word in.
- Wellbeing Programme – giving you the opportunity to join regular, interactive Wellbeing Workshops or join our 30 plus Wellbeing Champions.
- Enhanced Family Friendly Leave – support for you and your family to help you navigate through the craziness of family life.
We Value Diversity!
We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.
We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation, but the wider industry too.
At the end of the day, we make sure we take time to look after ourselves, each other, and the planet, because we’re always stronger together.
ITG have a number of community groups (ERGs) available to employees which offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other. These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together.
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StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager (12-Month Mat Cover)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Storyteq.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Storyteq. The earlier you apply, the better your chances, so keep your finger on the pulse!
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Storyteq.
How to prepare for a job interview at Storyteq
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Storyteq's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Storyteq offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
