Customer Success Manager (12 Month Contract)

The purpose of the role is to ensure success in the uptake of our new CMS (and supporting technologies) in each of our markets.

As the customer’s central point of contact for the CMS, the Customer Success Manager drives adoption and transformation to ensure that the customer is set up for success.

You will thrive on working in a fast-paced, exciting environment, where ensuring our markets make the most of the platform

With strong problem-solving skills and organisational awareness, you are capable of intervening where needed to ensure that any roadblocks to customer success are removed as efficiently as possible. This is a key, market-facing role and requires a dedicated professional with an exceptional ability to manage customer relationships

What you’ll do:

Stakeholder management

Build deep relationships with all our markets as they transition to the new platform, including:

• Helping support internal technical teams in the post-launch migration period
• Ensuring that market feedback is captured and reported back to the development/content teams

Onboarding and adoption

• Ensuring CMS training is carried out for the market, to encourage them to be as self-sufficient as possible. As an owner of the training & documentation, ensuring this is up to date based on the latest features available to the user
• Assist markets to expand their usage and adoption of the CMS platform based on highlighting available features and functionality to support their day-to-day roles
• Be an ‘ear to the ground’ for market needs - they should have an in-depth understanding of market goals/ priorities, likes & dislikes (Magnolia)
• Potentially discoverable through surveys, interviews, reviews etc. This information should then be organised, analysed and fed back to the M&I Digital Marketing team
• Identifying and expanding advocates at a market/region level to help grow advocacy and awareness of the new CMS
• Roadshow new features and functionality
  • Opportunity to significantly influence markets, act as cheerleader to build profile, generate interest and understand demand (specific to dev items)
  • Will need to fully understand CMS value-adds and explain how it supports market needs
• Driving adoption of supporting CMS technologies (e.g. call tracking)

Communication

• Coordinate with development/content team to ensure timely closure of any support tickets
• Understand & address market requests, escalating important issues when needed.
• Keep regular meetings with internal teams to report back on progress
• Provide status updates for all outstanding issues, manage market expectations, keeping markets satisfied and expectations realistic.

Requirements

• 3+ Years experience working within an account management role, preferably either Agency side, platform/publisher-side, or in a global brand role supporting markets.
• Passion for digital marketing and customer success
• Strong and proven track record of successfully managing customer relationships and technical projects
• Excellent work ethic and leadership skills
• Self-motivated, team-oriented, very responsible, and focused on exceeding customer expectations
• Exceptional organisational, presentation, and communication skills, both verbal and written
• Curious, self-starter and not afraid to tackle issues
• Demonstrated ability to adapt and deal with change and excel in high-stress situations

Additional skills and experience

• Experience within a Global organisation would be an advantage
• Multi-lingual
• Formal training experience
• Sound knowledge of CMS or eCommerce platforms

Benefits

• Pension Scheme
• Rentokil Initial Reward Scheme
• Hybrid working (0-2 days in office per week)
• Competitive Salary
• 23 days holiday, plus 8 bank holidays