Customer Success Executive

GlobalWebIndex ,
London, Greater London
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Overview

Job Description

We're looking for a Customer Success Executive to join us here at GWI. Not just any old Customer Success Executive though. Someone ambitious and genuine, who works best in the midst of a collaborative and forward-thinking team. That's because as a GWIer you'll be immersed in the fast-moving world of data tech. We think big to make an impact, we zero in on what matters, we're not afraid to be real and we always show respect . Those values are what got us where we are today, and they're a big part of what we're looking for in you. About the job The Customer Success team at GlobalWebIndex are responsible for helping clients to achieve their desired outcomes through the adoption and practical application of our product and data sets. This is achieved through proactive relationship building, education, and consultative support. Key Roles & Responsibilities * Ownership and management of Intercom (our Live Chat). You will be tasked with ensuring that clients are receiving timely and helpful support across queries sent via Intercom. * You will be our product and data expert, knowing the GWI platform inside out and having a comprehensive knowledge of the GWI data sets. * You will lead any communication to users via Intercom and will partner with other departments (marketing, product, research) to plan and construct effective messaging campaigns. * Manage the GWI Help Centre and all related content to ensure that our collateral of training material and guides are fully up-to-date. * You will be the internal voice of the customer, ensuring that all client feedback is channelled through to the relevant teams. This may range from making improvements to the functionality of the product or helping to improve our Core data set. * Ad-hoc related Customer Success team tasks (I.e. running training sessions or project support) to prepare for development into ownership of personal portfolio of accounts. About you First things first, as a disruptor in the global market research industry, we haven't come this far without entrepreneurial spirit and a get-up-and-go attitude. So if you think we'll see that in you, then you're already halfway there. Here's the rest of what we'd like you to bring to the table. The essentials: * Proven experience in a client-facing role * Eagerness to learn and strong desire to progress * Team player, able to build strong relationships with colleagues from across the business * Flexibility, natural ability to switch between different roles and wear different hats * Highly organised and able to juggle multiple tasks at once * Customer focused mindset, with a natural ability to relate to clients and understand their issues Nice to have: * Experience working in a Customer Success or Support team * Experience working at a SAAS business or with market research/audience profiling data would be a huge plus * Experience using Support tools such as Intercom, Drift, Zendesk etc About the benefits Great benefits make a big difference. Not just to employees, but to the whole vibe of a business. That's why when you work for us, you'll enjoy a full spectrum of generous perks and rewards. * Competitive salary and performance-based bonus * 25 days annual leave and Christmas office closure days on top * Flexitime and a great work-life balance (don't just take our word, check out Glassdoor) * Simplyhealth cash plan for everyday healthcare * Auto-enroll pension plan with GWI matching up to 4% * Perkbox for a range of discounts and freebies, including mobile phone insurance * Cycle to work scheme and commuter season ticket loan * Commit a working day to charity each year * 3.30pm finish on Fridays during summer and 4.30pm finish the rest of the year * A well-stocked fridge, plenty of snacks (some healthy, some not so healthy) and daily fresh fruit deliveries * Christmas and summer parties * Regular social activities, including free yoga, cheese and wine evenings and team outings About us GWI was founded with the knowledge that understanding your audience is really important for business. When you know who you're speaking to and why, you can create content and campaigns that stand out to the people that matter. Through our global online survey, we gather data on the behavior and perceptions of consumers across the world. This provides businesses with deep, actionable insights on their audience, revealed from data they trust. It's been going well, too. Since launching in 2009, we've become one of the UK's fastest growing target audience companies, consistently renewing over 98% of our client base and doubling in size and revenue year-on-year. Our survey now represents more than 2 billion connected consumers, creating over 40,000 data points for clients including Twitter, Google, Spotify, WPP and Omnicom Group. We're not about to stop growing any time soon. As a business, we're on a mission to re-engineer data-driven marketing, and we're on the lookout for talented people to join us. About diversity and inclusion Imagine if

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