Client Success Manager, London Office

Location: London, United Kingdom

Department: Client Success

Type: Full Time

Min. Experience: Mid Level

Company Description

Synthesio is an established international high growth company offering technology solutions that drive social media listening, analytics and engagement. Recognized by Forrester and Gartner as an industry leader, Synthesio creates and delivers the tools that allow Fortune 500 brands and agencies to understand and effectively engage with consumers. By delivering social media data of the highest quality within 190+ countries & 50 languages, brands such as Toyota, Johnson & Johnson, and TripAdvisor receive crucial intelligence & insights into their market's opinions, wants and needs. Decisions that make a difference in today’s rapidly changing landscape can be made with true consumer insight in a timely, cost-effective manner.  www.synthesio.com.

Social Intelligence. Actionable Insights. Business Results.

Synthesio’s team is growing fast and we are on the lookout for talented candidates who have a passion for social technology and happy customers. Synthesio has a unique environment, with a global group of fast-paced over-achievers who love what we do and understand that working hard requires having fun together along the way. We understand that a successful company is driven by a collaborative team that enjoys working together and understands that our software is about delivering customer success.

 

Position Description

The Client Success Manager is responsible for project managing the onboarding for each client and for maintaining relationships with Synthesio’s clients post “go live”.  This includes implementing the technical requirements, orchestrating a flawless project launch, communicating the Synthesio value proposition, identifying new opportunities with the client's organization, and ensuring client satisfaction in assigned accounts.  Additionally, Client Success Managers will assist the Sales and PreSales teams by advising on best practices, content and product applicability to particular client use cases.

 

Key Responsibilities, including but not limited to:

PreSales Assistance

  • Develop content for sales presentations and product demos.
  • Serve as a subject matter expert for clients and prospects on how to maximize social media data to drive marketing, customer service, strategy and tactics.

Client Delivery

  • Conduct discovery of client needs through presales and post-sales discussions.
  • For each client engagement, train and assist customers on building their Synthesio dashboard.
  • Assist customers in implement the technical solution, including analytics, search queries, and analytical reporting.
  • Provide first point of contact for issue identification, diagnosis and resolution.
  • Serve as point of contact between Client and R&D for all escalations.

Relationship Management

  • Assure smooth account transition from pre-sales to post-sales phases, including: coordination of kickoff meetings and monthly debriefs with clients.
  • Assure that clients are receiving maximum value from Synthesio’s products and services by acting in a consultative role for assigned clients on how to use Synthesio tools for Marketing and Communications strategies and tasks.
  • Ensure that customers are properly trained on system operation. When needed, facilitate additional training for existing customers.
  • Work with clients to define ongoing enhancements and adjustments to meet their business needs.
  • Share lessons learned with other members of Synthesio’s Account Management, R&D and Sales Teams.

 

Qualifications/Attributes

  • 4 year Bachelor’s degree or equivalent
  • Proven ability to work independently, without supervisory or administrative support.
  • Excellent written and verbal communications skills required.
  • Ability to communicate authoritatively about the technical product offerings.
  • Strong Program and project management skills.
  • Strong technical knowledge.
  • Ability to handle multiple priorities simultaneously.
  • Ability to professionally handle difficult customers & challenging situations.
  • Ability to meet difficult deadlines.
  • Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.  Must have proficiency in constructing and manipulating Excel Pivot tables.
  • Must have strong proficiency in query writing and Boolean search strings.
  • Demonstrable industry knowledge is a strong plus.

 

Salary and Benefits
Synthesio offers a competitive salary and benefit package. 

 

 

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