Senior Customer Success Manager

2 weeks ago

Bengaluru, India The Financial Times Full time

About Us
 Across the FT Group, our people are united by a mission to deliver world-class information, news and services to our global audiences. We're a digital-first organisation made up of journalists, technologists, product managers, event planners, strategists, commercial and finance experts, marketing and communications specialists - and much more. Our strength is in our employees.

Our commitment to diversity and inclusion in the workplace
 At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

Department: FT Professional

Responsible To: Head of Customer Success

Location: India / Bangalore

Responsible To: APAC Regional Head of B2B Customer Success

Job Purpose

An opportunity to join a rapidly growing business in an exciting industry. The role will be responsible for driving engagement of FT digital group subscriptions amongst customers and prospects. You will help customers maximise the value of their investment and deliver against their business outcomes. This is a senior role within the team responsible for managing high value accounts, mentoring other Customer Success managers and working with the management team to inform the wider global customer success strategy.

India is an emerging market well connected to global finance and trade and has established itself as a major presence in the digital economy. This presents a good opportunity to expand our footprint in India and introduce our digital subscription model to the corporate sector.

Main Duties and Responsibilities

In addition to the customer success manager role a Senior CSM will be expected to:

Manage a number of strategic accounts with high value and/or high growth potential, and likely to require co-ordinating activity across multiple countries and stakeholders

Create and implement engagement plans for these strategic accounts, liaising with the global customer success team to drive wider engagement and adoption

Develop an in-depth understanding of how the FT is used to achieve business outcomes, backed by a comprehensive knowledge of the FT and its services

Communicate how customer success can advise clients effective and establish your credibility as a business partner to senior stakeholders in client organisations

Report on key performance indicators (KPIs) within your accounts and make proactive recommendations on best practice and ways to optimise how we work

Act as role model for customer success across the business, providing regular updates and insights to managers, and coaching support to other CSMs

Support future product/service development by identifying and collating customer requirements, then communicating these to relevant product teams

Drive and lead customer success participation in bringing new products to market, implementing cross-business initiatives and collaborating with other FT teams

Support the regional managers with feedback and recommendations to inform the strategic planning, account allocation and business processes for the region

Some international travel will be required to support clients/colleagues in other markets

PERSON SPECIFICATION

Qualifications / Competencies / Skills / Experience

Essential

In addition to the customer success manager role a Senior CSM will need to have:

Extensive experience in customer success or equivalent client facing role, account management/sales, and ability to establish credibility with clients

Proven track record of providing business advice to clients and helping them achieve their outcomes

Evidence of building strong relationships with senior stakeholders and navigating client organisations effectively

Sophisticated questioning skills and able to gain commitment from clients at each stage of the customer engagement process

Shows the leadership and drive to make things happen, and collaborates effectively with other colleagues

Analytical mindset and demonstrates the ability to think and act strategically

Has previously established himself/herself as a centre of expertise for a particular topic or aspect of customer success

What’s in it for you? Our Benefits
 Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), medical cover, enhanced maternity & paternity packages, subsidised gym memberships and Giving Back opportunities. Full details of our benefits can be found .

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