Ometria is hiring a
Customer Success Associate, United Kingdom

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)