Customer Success Executive

An exciting opportunity has arisen in our Customer Success team for a switchedon individual with a great cando attitude willingness to learn and a hands on and organised approach. As you will be working closely with clients the ideal person will have excellent interpersonal skills and enjoy building relationships with a range of people. You will be responsible for supporting the team to deliver client campaigns acting as a bridge between the client and all internal stakeholders.

Client management

• Working across a range of Kisaco Research portfolios you will project manage the successful delivery of client campaigns (events & media) acting as a bridge between the client and all internal stakeholders (marketing editorial product event operations).
• Serving a defined customer list of which you will retain upon renewal managing their campaign to the agreed timeline with an appropriate level of customer contact and responding to their queries in a timely and professional fashion.
• Increase customer renewals and their lifetime value spotting opportunities for crosssell and upsell and communicating them to the account managers.
• Set and manage client expectations and provide regular reporting updates and champagne moments to delight and exceed customer expectations.
• Act as a trusted advisor to ensure our clients understand how to secure maximum value from working with Kisaco Research.
• Be proactive with tackling issues and when necessary raise with the Head of Customer Success.

Internal management

• Support the core customer success mission by aligning the key internal stakeholders securing their engagement communicating what is required of them and deliver the frameworks in which they also should operate (SPICED Kick off Call Campaign Success etc.)
• Deliver clear campaign briefs to the marketing team so they can effectively execute campaigns designed to deliver on customer objectives.
• Support the evolution of CS and uphold rules for client engagement for both the CS team and internal stakeholders.

The Ideal Candidate:

• Some previous work experience ideally in a customer facing role is preferred.
• Strong IT skills with the ability to pick up new systems quickly.
• Highly organised and structured planner with the ability to deliver projects on time.

Personal Characteristics:

• Great attitude: proactive and energetic enthusiastic and fun to work alongside with a strong work ethic
• Outstanding people skills with the ability to develop relationships with a wide range of individuals
• Excellent accuracy/attention to detail essential
• Excellent verbal and written communication skills are required
• Commercially aware
• Able to remain calm under pressure in a fastmoving environment
• A born problem solver
• Excellent skills in diplomacy