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Customer Success Executive

Vacancy Details

  • Blenheim Chalcot Venture, Contentive

  • London, Remote

Type:
Customer Service
Contract Status:
Full Time
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Job Overview

Job Title: Customer Success Executive
Reports to: Head of Customer Success
Job Function: Customer Success
Location: Remote 1st / Scale Space White City, London

 

About Contentive

Contentive is reinventing B2B media and events. Staying up to date in a fast-changing industry is a major challenge for professional executives. We develop smart ways to curate and create content that cuts through the noise and captures the attention of busy execs to help them succeed in their roles.  In turn, we offer suppliers that want to influence these communities, a cost-effective, reliable, scalable source of qualified leads. We aim to become a long term, retained partner with leading suppliers in each of our markets.

Our range of highly focused promotional solutions can help companies successfully capture their market, increasing brand awareness, delivering quality leads and ultimately providing a great return on their marketing investment.

We pride ourselves on the highly reputable brands we have in Contentive, these are split across four areas; Digital Marketing, FinTech, HR and Financial Services.

We are a technology led business, constantly innovating to improve the experience we offer our audiences. Our proprietary technology stack combines marketing automation and a customer data platform, allowing us to continuously monitor the topic and format preferences of our audiences. This enables us to personalise their experience – online or at an event – driving higher engagement rates and providing us with unrivalled intelligence and insight about each community’s behaviours and preferences.

 

THE ROLE

Key responsibilities
Client management

  • Working across the Contentive portfolio 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 cross-sell 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 Contentive.
  • 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 (Commercial team: new business, account management), 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 ‘Small Events & Media’ and ‘Large Events & Awards’ marketing teams 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.

Duties & Responsibilities:

ABOUT YOU

The Ideal Candidate

  • +1 years B2B event and/or media environment working directly with customers
  • 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
  • Commercially aware
  • Able to remain calm under pressure in a fast-moving environment
  • A born problem solver
  • Excellent skills in diplomacy

OUR CULTURE:

Our culture is inclusive, modern, friendly, smart and innovative – we seek to employ bright, positive thinking individuals with a can-do attitude.  Our people enjoy challenging themselves to be the best at what they do – if that sounds like you, you’ll fit right in!

Contentive see diversity as a really positive thing that actually creates a better workplace and delivers better outcomes, so we are really keen to maximise the diversity of the workforce and actively encourage applications from anyone and everyone.

OUR VALUES:

  • Passionate
  • Flexible mindset
  • Humble and Social
  • Curious
  • Accountable
  • Diverse and inclusive.

WHAT WE CAN OFFER YOU:

  • 25 days of paid holidays (plus a Birthday Day and an additional day off around Christmas)
  • Life Assurance – 4 x annual salary.
  • Pension Scheme
  • The right mix of challenges, learning and development opportunities

CAREER PATHWAY

Your career is in your hands. We expect you to take ownership of your own career development and of course, we are here to support and guide you. Our career pathway is designed to clearly highlight the different avenues you may wish to take during your career with Contentive. We encourage you to have open and honest conversations about how you are performing in your role and ask for feedback. We adopt the growth mindset principle to development. “Success is not an accident; success is a choice.” – Stephen Curry.

 

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