Customer Success Manager

Lumina Intelligence are a highly ambitious, London-based, food & drink consultancy on a mission to inspire our customers with expert insight and world-class data powered by analytical thinking, outstanding expertise, and leading technology. We are part of a global media group, William Reed, who have been leaders in the food and drink sector for over 160 years.

We have offices in Gatwick, Brighton and London, UK; Montpellier, France; Singapore and Chicago, US. In line with the Company's current Agile Working Policy, the successful candidate would be eligible to work part of the week from our London office and to work remotely for the rest of the week.

Position

Position: Full time - permanent

Location: London / Hybrid

Are you an outgoing, data savvy and analytical, self-starter with a background in sales, account management or customer success within the customer insights or business intelligence sector? Do you have a proactive and solutions-oriented mindset, and do you enjoy solving challenges? If so, apply now, as we are looking for a Customer Success Manager to join our team!

Reporting to the Customer Success Lead, you will be a strategic and supportive partner for our customers at every stage of the buying process, focusing on building loyalty to ensure long-term client retention, by presenting product information, addressing customer issues and helping the sales team with upsells and renewals.

What you will be doing:

• Acting as an advocate for the company, working one-on-one with customers to act as brand and product ambassador to enhance the reputation of Lumina Intelligence
• Owning the client relationship and operating as the main point of contact for subscription clients
• Building and maintaining long term relationships of users and key stakeholders and ensuring we continue to meet their specific needs
• Operating as main point of contact for clients
• Managing processes around client consultancy requests and projects
• Managing 'simple' insight reporting / consultancy work outside of 'strategic projects'
• Creating and maintaining personalised content (dashboards and reports) for clients to access (via Pyramid)
• Onboarding all clients and new users to show value via the shortest path
• Providing on-going training, technical and product support to the client base
• Tracking and analysis of client usage data to make informed decisions on how to increase usage
• Working closely with our Business Development Managers to ensure the client renews their contract
• Collaborating to identify cross-sell and up-sell opportunities
• Supporting new business with the pitch and trials processes
• Being the voice of the customer within the Lumina Intelligence business and advocate for customer needs
• Maintaining an in-depth understanding of customer use-cases, likes and dislikes and sharing this information with internal teams to feed into the product development process
• Supporting on additional CSM project responsibilities in-line with the over-arching customer success strategy
• Representing Lumina Intelligence at national events, conferences and exhibitions and attending client visits

Requirements

What you will need:

• A background in a sales, account management and / or customer success role, ideally within customer insights / business intelligence - if this is within the food and drink sector, even better!
• A tech savvy, self-starter with technical / data skills and knowledge
• A strong customer focus and an ability to build and maintain strong relationships
• Top quality written and verbal communication skills
• Initiative and an ability to think critically
• A problem solving, solutions oriented, can-do attitude
• Demonstrable persuasion skills and an engaging presentation style

Other information

Company Benefits and Initiatives Include:

• 25 days annual leave in addition to bank holidays - increasing by one additional day after 6 years, up to a maximum of 30 days.
• An additional day of leave for you to take on a cultural celebration day or on your birthday if you like. A day for you! At William Reed, we call this our "MeDay".
• A volunteer day to take for supporting a chosen charity and giving back to the community.
• Opportunity for hybrid working
• Contributory Pension
• Life Assurance Scheme
• Group Income Protection
• Enhanced family-friendly leave pay entitlements
• Wellbeing benefits, including: A health care cash plan, Employee assistance programme, Virtual GP service and Access to health & wellbeing resources and tools.
• Cycle to Work Scheme
• Electric Car Scheme

Why work for us

We provide a supportive work environment and are committed to maintaining a healthy work/life balance for all of our employees. Working for William Reed means that you will be joining a stable organisation that is committed to developing its employees and brands.

We warmly welcome and encourage applications from talented individuals of all backgrounds and characteristics.

If you need any support in accessing this opportunity, please do not hesitate to discuss this with us.