Ometria is hiring a
Customer Success Associate, United Kingdom
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Summary
The job is for a Customer Success Associate who will support customer success managers in a retail marketing company, focusing on client satisfaction and revenue growth. The role requires exceptional communication skills, data literacy, adaptability, dependability, meticulous prioritization, and self-management. The position involves working in the office on Mondays, with flexibility on Wednesdays and Thursdays. Key responsibilities include end-to-end client commercial support, opportunity forecasting, sentiment tracking, success call preparation, messaging tracking reporting, client engagement management, success plan & risk model management, and producing executive customer business reviews.
Requirements
- Exceptional Communication - Collaborate effectively with internal teams to drive outcomes and boost customer retention
- Data Literacy. - Comfortable with data manipulation and interpretation using tools like Excel and Google Sheets
- Adaptability and Prioritisation. - Thrive in fast-paced environments, managing multiple tasks and deadlines efficiently
- Dependable and Autonomous. - Accountable, able to work independently, and provide regular feedback and updates
- Meticulous Prioritisation and Self-Management. - Self-starter who excels under pressure, finds ways to work smarter, and contributes ideas collaboratively
Responsibilities
- Support End-to-End Client Commercials
- Assist in building commercial proposal documents and initiating contract discussions
- Finalise customer order forms for renewals and mid-contract changes
- Provide weekly client performance and risk insights to Customer Success representatives ahead of their client Success Calls
- Monitor satisfaction and highlight sentiment risk
- Ensure sentiment and contact tracking in Salesforce, ensuring data and stakeholder maps are current
- Analyse customer trends to influence CRM strategy for Success Calls
- Provide data insights on campaign performance for ongoing engagements
- Produce client-facing reports on messaging usage and build commercial outreach notices
- Ensure proactive client engagements and book contractual touchpoints with key stakeholders
- Flag trends in customer engagement based on call attendance and insights from tools like Gong.io and Salesforce
- Update client Success Plans and customer risk models weekly, outlining next steps and action owners
- Produce Executive Customer Business Reviews and Value alignment decks for the Customer Success team
Benefits
- 30 days holiday + 1 day on your birthday (plus bank holidays)
- Mental Health Support (Spill, Calm)
- Cycle to work scheme
- Enhanced Financial Benefits (Salary Sacrifice Pension, DIS, Income Protection)
This job is filled or no longer available
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