• Category:
  • Type: Permanent
  • Salary: £40,000 to £50,000 plus benefits. 1 year fixed term maternity contract
  • Job Reference: 747
  • Consultant: colin.doree@bluepelican.com
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Role:  Customer Success Manager, Global – data platforms
Location: London, when it’s safe to return to offices
Salary: £40,000 to £50,000 base
Term: 1 year maternity cover contract

This isn’t your run-of-the-mill Customer Success Manager position, as you’re not working with any external clients.

“No External Clients?” I hear you ask… what kind of sorcery is this?

Yep, you heard me… no external customers.

This is because this opportunity is working with a Global agency network.

It’s a business of around 70,000 people, working across multiple brands as part of the network. They have a central proprietary data platform it shares with agencies across the network in order to drive a better understanding of their client’s customers.

So for example, a media agency within their network might want to gain better insight to customers for an account like Samsung, and customer usage or consumption data around purchasing behaviours or usage insights. Using this data ahead of a product launch to help build a better strategy for media planning.

That’s where this platform comes in.

But if that agency has never used the platform before, they’d turn to you as their Success Manager to help set up their access, as well as get an understanding of how to use some of its features.

Now replicate this across all agencies, globally. Some will already know how to use it, most won’t. In fact their adoption of this new platform is only around 30% of total potential. So there’s a fair bit of work to do.

So you’ll be helping to roll the platform out to those not already using, as well as help them understand some of the fundamentals, getting them up to speed through a series of workshops. As well as helping to manage and tickets raised through Jira, ensuring the right access to support is there to those currently engaged with it too.

In addition, you will help with defining, writing and creating support materials for any new features, tools and capabilities added to the platform in future too.

So you’re going to need to get hands on with the platform. Becoming familiar with tackling the most common queries raised by those starting out with engaging with it themselves.

For the more advanced users, there’s a support team offshore who help with the really technical stuff. But you’ve got to be able to get involved, ensuring they’re getting the support they need. As well as engaging with self-service tools and ‘how tos’ for this purpose too.

In addition, there’s the odd bit of reporting needed too. This is principally with Excel, and so you need to know your way around a pivot table in order to provide some analysis and reports to the head of the division. This will principally from data looking at things like customer usage metrics, identifying user pinch points, etc.

They're ideally looking for someone who's available to start by the end of September. So expect this to move fast.

Interested?

EXPERIENCE NECESSARY

  • Previous experience within a Customer Success Manager type remit for a digital or data platform type product
  • Gregarious nature, good with people and able to explain the use of complex tools in simple to understand language for users to follow
  • Any experience writing technical ‘how to’ guides for users beneficial
  • You know Excel and your way around a pivot table
  • Have used Jira before
  • Confident delivering online training sessions
  • Proactive nature and an appetite for self-learning

TO APPLY

If you think you’ve got what it takes, you can share your Linkedin profile or email me a CV – it doesn’t have to be up to date, we can work on that once you decide you want to take this forward.

Or, for a chat and more information please contact me on:

Colin Doree
Head of Recruitment – Digital and Marketing
Blue Pelican
01892 507122
colin@bluepelican.com

Every application will receive a response.

 

To learn more about this role, please apply or contact Colin directly on colin.doree@bluepelican.com

How to apply

If this position is of interest please send us your CV here, or you can call Colin Doree direct on to discuss this and other vacancies that may suit.

Colin Doree

Email: colin.doree@bluepelican.com