Job Description

As a Customer Success Lead, you will work with our customers to ensure they are gaining the most value from their partnership with Best Companies.

You will identify customers in need of more regular contact, ensuring their requirements are being met and spotting areas for expansion of the account. You will raise improvements internally based on customer feedback and their usage of Best Companies platforms.

You will have a thorough understanding of our customers sectors, identifying and facilitating conversations with senior stakeholders and analyzing customer journeys. Interpreting a wide range of statistical reporting, monitoring customer engagement levels with our products and being pro-active in intervening before clients disengage with Best Companies.

Key responsibilities of our Customer Success Lead:

• Identifying opportunities to create strong relationships with customers, leading face to face meetings and key conversations with senior stakeholders. Handling any escalated queries and being the voice of the customer to internal teams

• Identify opportunities and liaise with senior stakeholders to define and integrate a comprehensive engagement plan in line with the customers objectives

• Lead a smooth transition for both new and existing customers through onboarding, communicating effectively with Growth and Support

• Identify opportunities for customers to act as BC advocates through testimonials and case studies

• Take responsibility for updating the management team on customer feedback, KPI's and escalated queries

• Monitoring and understanding each customer's engagement levels with our products, to prompt action, increasing adoption and achieving KPI's

• Take ownership of both the theory and implementation of the customer lifecycle to keep improving the customer experience

• Work closely with marketing and product management to create and execute communications specific to the tier

• Understand key sectors and what their current threats and opportunities are, by being fully up to speed on business news. Utilize your knowledge to inform and add credibility to customer interactions.

• Initiate conversations with customers to upsell Best Companies products and services. Expand the account based on insights from customer data and a strong understanding of customer objectives to meet agreed KPI's

• Use the customer health score and other data points to intervene proactively, forecast renewals and ultimately reduce churn in line with defined KPI's

• Handle and process any personal data in a lawful, transparent and confidential manner

Required Knowledge, Skills, and Abilities

Strategic communicator who can manage key stakeholders. Shows persistently positive attitude in the face of challenge. Detail and process orientated. Demonstrate a problem-solving ability and be curious about customer needs. Self-motivated and take responsibility to manage a demanding workload and deadlines. Have confidence in presenting and proposing strategies to senior members of organizations. Influential and skilled at assessing and articulating different solutions, best suiting the client’s needs. Commercially aware and skilled at effectively grasping our customers’ business and feed this into creating an engagement programme. Detail focused with strong analytical skills.