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Manager - Customer Success
3 months ago
Manager - Customer Success
We're a team of scientists and inventors who use insights to hypothesis, experiment, and drive continuous improvements - spearheading the travel and experience industry to new heights.
As we embark on our journey of improvement, we're keen to strengthen our client relationships by recruiting Managers - Client Success.
Our Managers Client Success are an integral part of our team, seeking to maximise opportunities within the Business Travel ecosystem.
Working in partnership with world-renowned brands, the Product Client Success team drives value and revenue growth through the identification and delivery of new products, whilst implementing product-led growth strategies.
About our Client:
With our client, we like to think big, take big ideas, and create products and services that support our four core capabilities: Loyalty, Travel Experiences, Insurance, and Assistance.
Our talented experts have helped nurture and develop a suite of products that enhance the passenger experience for over 20 million managed customers each year, with 17 offices globally, we inspire confidence in the traveller journey with our world-renowned Priority Pass, Lounge Key, and Lounge Pass products that allow access to a global VIP airport lounge program.
The purpose of our newly created product and innovation function is to enrich people's lives through a sustainable connected travel experience and community.
Our mission is to deliver products and services whilst ensuring safe, reliable, and personalised experiences - in turn creating the worlds most valued travel ecosystem.
About the Position:
The Manager - Customer Success will:
Driving adoption of key propositions (Priority Pass, Airport Dimensions, Value Dynamix, etc.) the team take responsibility of expanding our footprint in the B2B space, representing the voice of our B2B customers and prospects, adding value to the client's portfolio and capabilities.
Ensuring the success of our products and pipelines, the role has an active involvement in the end-to-end product lifecycle, providing a consultative approach on key areas which includes; client needs, market need, product opportunities, product growth and iteration, training, launch, and adoption.
Key responsibilities include (but are not limited to):
- Engaging, listening, and understanding customer product needs
- Establishing client product goals, supporting tailored road maps to ensure success
- Acting on customer complaints and concerns to improve and maintain customer experience
- Supporting the B2B data strategy, embedding a principle of true insights centricity
- Aligning client product needs with global and regional priorities
- Collaborate closely with crossfunctional teams and leaders, including sales, presales, product, PS, and support, to ensure a seamless experience for customers and our team
As a Manager Client Success you'll be tasked with developing meaningful relationships with our clients, delivering an exceptional customer experience.
In order to build successful partnerships you'll have a 'customer-first' mind-set, a 'can-do' attitude, and a passion for identifying solutions, with previous experience of delivering within a customer/ client success role.
Evidencing the skills and ability to implement product-led growth initiatives, you'll have the awareness and understanding of product marketing, product-led sales, and retention of client accounts.
Demonstrating proven delivery of enhanced customer experiences across a diverse portfolio of clients, you'll be comfortable operating at pace and scale, using data and insight to support and guide strategic decisions.
- Experience within a customer/ client success role in a product/ high growth environment
- Previous experience within B2B and/ or partnership roles, focused on customer success
- Awareness and understanding of client product led growth, including client product led sales, and retention
- Use of data and insights to inform, persuade, and engage both internal and external stakeholders
- Personable and professional approach that is customer focused, and strives to achieve a winwin scenario
