Customer Success Manager

Euromonitor International is looking for a Customer Success Manager to join our sales team in our Sydney office. This is a great opportunity for someone wishing to further a career in account management.

Work for a global and diverse company

Offices in central London and flexible work hours

Work with some of Euromonitor's largest and most important FMCG clients

Opportunity to progress into senior sales or consulting roles

**Requirements**:
The Customer Success Manager plays a critical and unique role at Euromonitor International. Each CSM works directly with customers to ensure they are getting the most out of a product or service. Essentially, the Customer Success Manager analyzes the goals of the customer and their own company, maps out the steps to achieve these goals, and then takes action to ensure they are met

Customer Success Managers are expected to expand the value of our current partnerships by further entrenching our data and analysis with current and new users. By understanding why clients use and need our information, the CSM will be able to recommend the services best fit for their needs which may include expanding their current subscription or engaging with our consulting team.

CSMs will need to balance proactive revenue generating activities with client support.

Revenues will come from:

- Annual price increases on like-for-like renewal.
- Significant revenue growth from syndicated upsell - AMs should be working the full upsell agenda
- Monetising account management by charging for analyst support (extractions, presentations, claim letters etc) whenever possible.

Custom research revenues - ensure all custom research capabilities are promoted to all clients. This is a proactive, commercially driven role where success is ultimately measured in revenue growth. CSMs must be confident and self-motivated, and keen to work closely with clients and drive the commercial agenda.

**Key responsibilities**

**_Product Knowledge_**
- Understand and succinctly explain all of Euromonitor’s databases as well as consulting capabilities, identifying items that can be strategised on with your Client Consultant partner.

**_ Client Organisation Understanding_**
- Building relationships, creating a deeper network inside client organisations with consistent and proactive dialogue with multiple decision makers.
- Frequently challenge clients to constructively broaden their perspective.

**_Sales Process_**
- Responsible for securing contract renewals and growing account revenue.
- Expanding our contacts beyond existing sources, developing a tailored value proposition for various areas within an organisation
- Presenting a benefit-led approach to engagement (clearly illustrating how information is applicable) and basis for continued relationship building
- Able to use polite persistence to engage difficult to reach senior executives, following through on long term projects as well as identifying multiple ways to assist/address obstacles in the process along the way
- Negotiation & support of closing syndicated proposals

**_Intangibles_**
- Ability to efficiently perform in role, achieving targets while taking advantage of our work/life balance culture
- Willingness to learn from colleagues with global backgrounds and diverse experiences
- Identify gaps in personal development for future growth, willing to work with management to customise your future growth opportunities

**Benefits**

**Our values**

We act with integrity

We are curious about the world

We are stronger together

We seek to empower

We find strength in diversity

**International**: not only do we have a very multinational workforce in each office but we are all dealing with our 15 offices worldwide on a daily basis. With 15 offices globally there are regular opportunities for international transfer.

**A nurturing culture promoting flexibility and accountability**: Providing a culture for ambitious team members to grow in their career having appropriate work-life balance is critical in our values. We offer flexible hours, hybrid work from home and office as well as 15 working days from anywhere in the world. We also focus on productivity by having rules such as free-meeting Fridays and shorter working hours in the summer on Fridays.

**Committed to making a difference**: We think that people are looking for something worthwhile in a company beyond the workplace. Our extensive Corporate Social Responsibility Programme gives each member of staff two volunteering days a year in addition to holidays. It sees us reaching out into the local community with our mentoring, group volunteering, and fundraising initiatives as well as supporting international charities through our website sales, matching staff sponsorship fundraising, and carbon offsetting all our flights, amongst many other activities.

**Opportunities to grow**: We offer extensive training and development opportunities at all levels. The vast majority of our managers and director