Client Success Manager, Enterprise

Client Success is vital to our long-term profitability. Retention is paramount to our success. We will not be successful unless our clients perceive the value from our services and continue to purchase on a recurring basis. 

As such, we need a retention-focused Client Success Manager to partner with an Enterprise Account Manager to support, retain and grow 20+ of our largest and most well-known clients across the Media, Retail, Technology, and Financial Services industries.

With over 1,500 clients and subscription revenue of over $80M throughout the Americas today, it is more vital than ever for our Client Success team to be passionate and proactive about ensuring our clients continue to get value from our data. While Account Managers and Business Development Managers focus on growth, the Client Success team are business partners that ensure client retention.

 What You Will Be Doing:

• Success Planning: Working closely with your clients to ensure you understand their objectives and how they will measure the value of Mintel; mapping out plans that help them achieve their goals
• Tracking Portfolio Health: Monitoring your accounts to identify churn risk and working proactively to develop strategies that eliminate that risk
• Building Usage and Awareness of Mintel: Ensuring that Mintel impacts your clients’ objectives by offering interactive training, project support, and proactive content
• Client Onboarding: Supporting new clients as they begin to work with Mintel for the first time; ensuring they are deriving value from Mintel from the first 30 days
• Meeting with Clients: Along with your Account Manager, co-facilitating monthly or quarterly calls to share insights, gather feedback, and better understand business objectives 
• Representing Mintel: Operating as a competent and knowledgeable expert in Mintel's methodologies and processes across a broad range of verticals; providing timely and thorough responses to ad-hoc client questions 

We Are Looking for People Who Are: 

While we may have a wish list, we are always open to looking at different profiles for our roles, so please don’t hesitate in applying even if your experience does not check all of the boxes. We believe there is no one perfect resume for a role, but there is a perfect candidate for us, and that could be you.

• Client-obsessed: You are passionate about client service and you are driven to help your clients achieve success.
• People Smart: You are able to easily adapt to different personalities and levels within an organization.
• Committed to personal growth: You are committed to continuous learning and growth, constantly pushing yourself outside of your comfort zone to develop your skillset.
• Commercially-minded: You are easily able to identify potential growth opportunities and you can comfortably and enthusiastically pitch our suite of products if prompted.
• Naturally curious: You are naturally curious and great at navigating client conversations, asking second and third level questions to get at the heart of clients’ challenges and goals.
• Humble: You are humble, yet confident. You willingly admit when you need help, and you know how and when to utilize the resources and people around you. You are also willing to share your own knowledge for the benefit of the team.
• Self-Directed: You take initiative to solve problems and uncover opportunities, and you are eager to take ownership and accountability for the success of your client portfolio. 
• Great communicator: You have extremely polished verbal and written communication skills, and can adapt your communication style to suit each client and internal business partner. 
• Tech-savvy: You have excellent Excel and PowerPoint skills. You are able to find creative ways to help clients digest and derive insights from large sets of data. You have experience working with usage tools, such as Mixpanel and Salesforce.com. 

 Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets 

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