Customer Success Manager

• Delight customers by exceeding attraction expectations, providing exceptional customer service and demonstrating in depth knowledge of our audience and platform to secure yearly subscription renewals and upgrades.
• Manage a portfolio of subscription customers providing an end to end service from onboarding to subscription review and renewal recommendations.
• Provide an efficient and effective service for customers.
• Conduct onboarding meetings to understand clients’ requirements, target audience, goals and areas of particular focus.
• Monitor and optimise client subscriptions to achieve recruitment objectives.
• Build trusted and loyal relationships with customers and communicate professionally, timely, informatively and charismatically.
• Deliver timely and accurate administration of subscriptions including distribution of roles and collection of print collateral.
• Seek out opportunities within GTI to delight customers and deliver reports with intelligent explanations.
• Act as the voice of the client, input into commercial, marketing and product development and identify upsell opportunities.
• Input and run working process improvements to deliver optimum team performance.
• Key metrics: Customer satisfaction; Applications; Renewals.

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