Customer Success Manager

Informa Bloomington , MN 55431

Posted 1 week ago

Customer Success Manager, Agribusiness Intelligence | Bloomington. MN

Informa Business Intelligence provides market intelligence, news and analysis, bespoke consulting services, industry events and specialist online training to millions of customers worldwide through online platforms and multimedia subscription services. We provide businesses, professionals, academics, scientists and governments with information so they can act, and ultimately make valuable and profitable decisions.

The Customer Success Manager is responsible for ensuring that the Agribusiness Customer Success offering for our Corporate clients is delivered in line with standards set out by the company. The role is both responsive and proactive and the role holder will take pride in meeting and exceeding expectations.

The Customer Success Manager will take clear ownership of customer success issues, in the Corporate space, from start to finish and will always ensure these are resolved and addressed as well as of executing the Success Plan for a specific set of Corporate Accounts and delivering a targeted and differentiated service in line with the Service Level Agreement for Corporate accounts. They must also be able to form multiple relationships ensuring an efficient and effective delivery of a holistic view of client relationships and customer success activities with control metrics.

In this role you will be expected to:

  • Strive to deliver a world class standard of customer service

  • Be the voice of the customer and capture valuable feedback and insights to drive client satisfaction and enhance client experiences

  • Play an active role in the delivery of client onboarding, training and renewals in the Corporate account space

  • Meet the required KPIs and ensure your client facing activity beats standards and expectations

  • Measure and track KPIs in Customer Success activities for the Corporate account space

  • Continually improve your product and industry knowledge to ensure the best support can be offered to all clients

  • Represent the value of customer success at face-to-face and telephone client meetings

  • Work closely with Sales, Marketing and Product Development to ensure support

  • Execute the Customer Success Plan for Corporate accounts

  • Works collaboratively and effectively with vertical line of business, represents customer success and helps to drive sales and client satisfaction

  • Lead by example in all forms of Client communication

  • Drive content and service feedback initiatives through creating and executing a feedback plan to collect, track and distribute as relevant to the business actionable clients' feedback

Required Experience

  • A self-starter with a commercial focus

  • Ability to articulate complex solutions in a simple and coherent manner

  • Strong inter-personal and communication skills

  • Outgoing, confident and engaging

  • Self-critical and able to take on board advice and constructive criticism

  • Presentation Skills

  • Demonstrable experience in B2B Client Relationship Management, with a proven track record

  • Some commercial exposure

  • Product and industry knowledge

  • Experience using online application sharing software e.g. Webex, Skype for Business

  • Experience of operating Salesforce.com and/or Eloqua (for internal applicants)

  • Detailed knowledge of Microsoft Office applications

  • A background in Customer Relationship Management

  • Continuous improvement (Lean Six Sigma or similar)

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Customer Success Manager

Informa