Senior Customer Success Consultant

Summary

Join Bulbshare, an exciting tech scaleup, as a Senior Customer Success Consultant and make a significant impact on cutting-edge projects. You will be the main point of contact for clients, managing, onboarding, and supporting them daily. This role involves consulting on project approaches, inspiring new ideas, and engaging the team to deliver on client projects. Bulbshare offers a remote-first work environment, unlimited PTO, company sick pay, and a diverse, supportive team. The ideal candidate has 5+ years of customer success/market research experience, ambition, and a passion for technology and insights. Bulbshare's mission is to solve global challenges through customer collaboration, working with iconic brands like LEGO, Nestlé, and Coca-Cola.

Requirements

• Educated to at least degree level or equivalent in marketing or business
• 5+ years account management, customer success, insight or research experience
• Previous experience working with FMCG companies and brands
• Good appreciation/understanding of marketing and client issues
• Self-motivated with a drive to deliver value for customers
• Ability to work independently as well as in a team
• Excellent communication skills and command of English, both written and spoken
• Ability to work under pressure and to meet tight deadlines
• Ability to plan ahead, multitask and drive solutions around related aspects of your role
• Excellent analytical skills
• Proven track record in delivering visually appealing presentations
• Genuine curiosity and energy in your chosen field, we value self-motivated individuals

Responsibilities

• Manage, onboard and support clients on a day-to-day basis, consulting on project approach and inspiring new ideas to best meet the client's objectives and engaging the team around you to deliver on client projects
• Relationship owner for client portfolio acting as main point of contact for the client on practical issues and growing advocacy through the life of the project
• Managing a range of fast paced research projects
• Own the project scope, timelines and details - ensuring we are highly organized and set up for success
• Hold the client and internal team members accountable to achieve project goals
• Manage and track customer health KPI's ongoing and during new client pilot activity defining a path for conversion to annual contract
• Leadership of project teams to meet project management and research objectives
• Work collaboratively with the Community and Research Teams to ensure activity is scoped and delivered on time and to a high standard
• Strategic ownership of program with QBRs to share KPIs, increase relationship health, drive satisfaction and loyalty and increase usage
• Ability to present findings to client’s leadership at a high level with strategic recommendations
• Expert in the product capabilities to facilitate training and drive usage and tool adoption
• Support existing client expansion revenues through building strong client relationships/networks and proactively seeking-out incremental revenues (new brands, teams and markets)
• Partnering with commercial team in preparation for renewals and expansion work to retail and grow the partnership

Benefits

• Remote first company (fully remote)
• Unlimited PTO
• Tech provided
• Company sick pay