Customer Success Manager

Customer Success Manager About Us Media 10 is an Events and Publishing business, with its HQ based in Loughton, Essex. From humble beginnings as a team of 10 back in 2003 (We’re Media 10 for a reason) we’re now a line-up of over 160 people across Loughton, Shanghai, South Africa and Scotland. Events and experiences that win hearts, minds - and awards. We create them, develop them and deliver them. Down to the last detail. And from humble beginnings as a team of 10 back in 2003, we’re now a line-up of over 160 of some of the most talented staff. Our knowledge is unrivalled, our passion infectious and our parties legendary Above all, we're committed to transforming brilliant ideas into award winning content. As well as Media 10 being specialists in the events sector, the Company’s creative flare produces well established publications and owns a series of award-winning magazines and websites. The Role This Customer Success Manager role is a critical hire for us & one we believe will be a career defining opportunity for the right person. We are looking for a passionate Customer Success Manager to strengthen its UK team. Based in Loughton, in a fast-growing company, you will manage a portfolio of customers and serve as a central point of contact for the customer, during the entire life cycle of their usage of the Inloop solution. In a nutshell, your day-to-day will see you: Lead, manage and participate in activities that drive product adoption, active use and customer satisfaction Proactively monitor and address customer success issues Understand and assess customer requirements Develop and maintain a trusted advisor relationship with customer executive sponsors. All activities are closely aligned with the customers business strategy, allowing the full potential of their InLoop solution to be recognized Establish and oversee the customers adoption, training and usage/development of best practices to continually drive incremental value and return on the customers investment Identify and grow opportunities and collaborate with sales teams to ensure growth attainment Drive regular cadence (call/report/visit/QBR) with customers to report on KPIs, raise awareness of InLoop news/events. Share results and actionable items, with cross-functional stakeholders Drive renewals to a successful completion in close collaboration with Sales Contribute in pre-sales positioning of Customer Success deliverables and sales led kick-off meetings with customers to outline expectations, communication rhythm and how we support customers KPIs About you We're looking for someone who has at least 2 years’ experience in a customer success position and you will have experience working with Customer Success organizations. You are a dedicated self-starter who works well independently, as well being in a team and can take full ownership of customer paths. You like digging deep to understand technical problems, show resilience in solving them and leading customers to success. Someone that has a background in technical digital solutions i.e UX, UI and data analysts. Please keep in mind that we are describing the background we imagine would best fit the role. Even if you don’t meet all the requirements, yet you are confident that you are up for the task, we absolutely want to get to know you Our other benefits include: Generous holiday allowance Company pension plan Free tickets to all our events for you, friends and family Free magazines from our portfolio and a 50% discount on all subscriptions Discounts in local stores Free eye tests and subsidised glasses Season ticket loan Childcare voucher scheme Bonuses tied to length of service The Media 10 awards: Every year, you vote for the winners - who are then whisked off to an all-day lunch with our CEO. Two HUGE parties at Christmas and in the summer - all expenses paid. Check out our Instagram for more details. Fruit 24/7 What next? Think you've got what is takes to be our next Customer Success Manager? Click 'apply now' and a member of our recruitment team will be in touch - we can't wait to hear from you