Negotiable
Overview
Customer Success Manager. Department: Sales. Reporting to: Regional Head of Customer Success Manager. Location: London, UK. Role type: Full-time, Hybrid.You will join a highly motivated, energetic team that lands new customers, runs strategic sales cycles, and delivers the IPC value proposition to a wide base of accounts across various industries. The Customer Success Manager is an ambitious and solution-oriented professional whose focus is to ensure IPC customers successfully adopt our products and services with a positive experience, driving growth for IPC through adoption, expansion and retention.How You Will Make an Impact
Drive product adoption, enhance customer experience, and foster growth through upsell and cross-sell opportunities.Provide world-class customer support, create success plans, manage the customer lifecycle, and collaborate with other departments to deliver comprehensive solutions.Track and report on CSM-related metrics and KPIs to management; translate customer insights into actionable tasks and drive cross-functional collaboration.Work with sales management to align strategies, products, coverage plans, and account opportunities; achieve monthly/quarterly quotas of pipeline, expansion, and net retention.Own and manage the process from contract signing to project handoff to provide seamless customer support.Act as a point of contact for escalation and de-escalation; manage issues and escalate internally as needed.Define and optimize the customer lifecycle by driving programs and initiatives to improve engagement and portfolio penetration based on customer segmentation.Provide "World Class" customer support and advocate for IPC customers to deliver a market-leading experience.Create a customer success plan in partnership with the customer, including onboarding, training, platform utilization, business reviews, and resource alignment to drive customer value.Drive customer value through lifecycle management, improving customer satisfaction, health scores, and reducing churn while supporting growth opportunities.Maintain on-site client presence as the IPC point of contact on a regular cadence; document customer usage and understand the customer''s trade workflow and ecosystem by asset class.Essential Skills and Experience
1-2 years of Customer Success experience, preferably within an Enterprise SaaS organization or Financial Markets.1-2 years of account management experience with demonstrable success in growth and retention.Proven ability to build internal and external relationships to drive growth.Experience engaging with end-users, articulating value, and driving adoption across multiple stakeholder groups.Ability to communicate complex product and service functionality clearly and concisely.Bachelor''s degree in business or related field.Drive to continually improve processes and propose strategies to impress and retain clients.Strong attitude to navigate ambiguity and collaborate with a growing team.Results-oriented and motivated to fuel IPC''s growth; proactive in pursuing goals and solving problems.Excellent service mindset and experiences for clients; highly self-motivated with team orientation.Strong coaching, writing, discovery, and presentation skills; strong analytical abilities to translate strategic decisions into actions.Passion for technology and communications; knowledge of current trends.Desired Skills and Experience
Experience in Financial Services.Experience with Salesforce CRM preferred.Ability to address complex issues with a focus on customer satisfaction.Strong verbal and written communication to facilitate clear interactions with clients.Proficiency in analyzing customer data and feedback to improve service delivery.Ability to build and maintain strong relationships with customers and internal teams.Understanding of technologies and tools used in customer success management.Ability to provide strategic consultations and assist in upselling and driving new business.Effectiveness in mitigating attrition and resolving customer issues promptly.What’s in It for You?
At IPC, compensation is only part of the package. We are committed to investing in programs and initiatives to improve the overall experience of our employees. In addition to a collaborative, high-performing team environment, we offer competitive benefits, including: Private Medical Insurance, Dental Insurance, Optical Reimbursement, Salary Sacrifice Pension Scheme, 25 Holidays per Year Plus Public Holidays, Additional Time off for Charity Work and Volunteering, Tuition Reimbursement, Certification Bonus Program, IPC University (internal e-learning), Structured Onboarding, Peer Mentor Support, Enhanced Parental Leave, Wellness Program, Fitness Membership, Cycle to Work Scheme, Season Ticket Loan, Employee Referral Scheme. Further information about benefits will be provided during onboarding.Additional Information
We believe hybrid working creates an inclusive, flexible environment where employees can perform at their best. We spend around 60% of our time in the office and around 40% working remotely. Your precise work schedule will be determined with your Line Manager before commencement of employment with IPC.IPC’s work culture emphasizes inclusion, innovation, and collaboration across a global team. We strive for constructive dialogue, open-mindedness, and a commitment to delivering ground-breaking solutions for over 50 ..... full job details .....
Negotiable