Client Success Manager

Client Success Manager

London, UK

Monday-Friday, 9am-5:30pm BST

Hybrid Work Model (3 days/onsite in our London office, 2 days/remote)

We are currently seeking a Client Success Manager (CSM) for our Digital Brand Services (DBS) business division. As a CSM in DBS, you will interact with decision-makers at Fortune 1000 companies to help them grow and protect their global brands online. This position requires extensive client contact, including face- to -face meetings, and the ability to present complex information in a clear and concise manner.

To be successful in this role, a history of providing outstanding B2B customer service and relationship management, comfort working with technology and a basic understanding of how the Internet operates are needed.

This position is not commission based, but there is an incentive program for top performers

What You'll Do For Us:

Build relationships with B and C-Level Executives to gain a deep understanding of customers’ business and goals/KPIs;

Proactively educate clients about industry developments and potential impacts to their business and online strategy;

Provide clients with strategic insights, analytics and recommendations regarding their assets managed by CSC;

Serve as primary point of contact for account, and partner with CSC operational teams to ensure all requests and projects are completed on time and on budget;

Manage customer relationships to ensure retention and satisfaction in assigned accounts;

Partner with Sales to develop and execute on account plans;

Identify and help develop additional client contacts within assigned accounts:

Identify and generate new Sales leads;

Provide budget projections and conduct contract and price negotiations for assigned accounts;

Develop and conduct effective client presentations and Business Review meetings either in-person or via Microsoft Teams

Maintain thorough up-to-date notes, leads, quotations, and contracts through CRM system

Keep up to date on industry news

Network by attending industry specific events and trade shows and/or conducting company-sponsored webinars

Sharing sales, product knowledge and ideas with other team members

What technical skills, experience, and qualifications do you need?

3+ years B2B Account Management experience

Comfort and experience working with B and C-level executives

A history of detail-oriented, multi-tasking in a deadline-driven, dynamic environment

Excellent analytical and problem-solving skills

Ability to think proactively and strategically to meet the clients’ needs

Relentless dedication to outstanding customer service

Ability to handle escalated client issues with a steady hand

Excellent communication and organizational skills (verbal and written), as well as ability to think quick on your feet

Strong negotiation skills and business acumen

Quick learner with a demonstrated passion for technology and the Internet ecosystem

Ability to work as part of a team and collaborate effectively with colleagues

Salesforce CRM experience preferred, but not required

Intellectual Property, Domain Name, Brand Protection, SSL, DNS Hosting or Phishing background preferred, but not required

Multi-lingual preferred, but not required