Customer Success Manager, Birmingham

Last update 2023-12-03
Expires 2024-01-03
ID #1918180319
Customer Success Manager, Birmingham
United Kingdom, West Midlands, Birmingham,
Modified November 10, 2023


Client Success Manager Primary Purpose The primary purpose of your role is to manage the development of your designated clients who will potentially be across different industry sectors. A strong and robust Client roadmap focussing on incremental value is crucial to the success of your role. You will have the ability to present in good detail to your Clients across a multitude of projects such as data, CDP, analysis, Insight, CRM & general day to day operations, giving our clients confidence in your ability to ensure the partnership has maximum impact. You will work with a well-established client and supporting teams assisting with the day to day management such as planning, scheduling, briefing and delivering exceptional client service. You will be the voice of the client internally, ensuring completion of not only BAU project delivery but also any bespoke requirements/projects that are created by XCM or the Client. We are looking for a confident, organised and driven individual who has a passion for building and maintaining relationships, delivering value and carries a strong technical knowledge so you can guide the clients to utilise the Horizon platform to its full potential. Key Responsibilities In support of the primary purpose, key tasks will include the following: - Responsible for understanding client reporting & their KPI’s and providing insight to other areas of the business that can help form strong development proposals Responsible for ensuring clients are always kept up to date with regular communication on projects which you are running Manage & progress the Client Roadmap across your Clients with support from your team and senior stakeholders across the Business. Responsible for maintaining and updating client documentation. Strong PowerPoint and excel skills will be needed. Support with the planning, scheduling and delivery of work across the Client team meeting the contracted service level agreements with your Clients. Responsible for keeping senior stakeholders informed of latest key opportunities and issues. Support with accurate commercial reporting and to ensure completeness and accuracy of the documentation provided on a weekly basis. Experience & Qualities B2C Data Analytics and Marketing Experience in professional client relationship management and evidence of delivering excellent customer service. Understanding the concept of a Customer Data Platform Strong understanding of all customer marketing communication channels Understanding of data modelling and CRM core principles Experience in interpretation of data analysis & insights Adequate knowledge and understanding of the Data & CRM Industry Attributes Experience working within a fast-paced agency environment Ability to manage stakeholders at all levels Can manage multiple projects at once Ability to problem solve & come up with successful solutions Excellent written and oral communication skills with the ability to adapt depending on the audience Strong attention to detail Enthusiastic & proactive demonstrating a positive attitude and approach XCM XCM are Data, Technology and Customer Marketing Specialists and deliver a breadth of services principally around its Horizon customer data platform. Horizon is a customisable technology which helps our Clients integrate, analyse, understand and communicate with their customers, in real time and at scale. Horizon is a customisable technology which helps our Clients integrate, analyse, understand and communicate with their customers, in real time and at scale. We provide Horizon as a managed service for our Clients and receive big data feeds across a range of data sources and customer touch points which we process and turn into actionable insights and opportunities. Our customers are household name brands and amongst the biggest names in their respective industries, covering principally Retail, Sport and Hospitality. XCM has adopted a fully remote working operation with current Employees based across the UK however we still get together for in-person business updates, new and existing Client visits as well as social events, visiting events and Team meetings. Due to our natural expansion we are looking for both skilled and future superstars to join the Team and be part of our growth.

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Customer success manager
Work from home:

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