Customer Success Manager - job 1 of 4

We’re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100.

Our purpose is to connect our customers to information and people that help them know more, do more and be more. No other company in the world helps more people share professional knowledge or make business connections.

We run around 800 events each year, create digital platforms based on engaging news and information content, and operate professional development programmes for individuals and businesses.

This is a remote position with limited travel. Candidates must be US based. 

The Zephyr Customer Success Manager (CSM) is tasked with working directly with clients to ensure success from the Client’s point of view.  CSM’s will engage with clients with keen listening skills to capture the Voice of the Customer (VOC) and evaluate needed actions.  The role is critical in accomplishing this mission by acting as the internal and external point-of-contact in managing towards the agreed upon solution for client-specific, tactical issues.  They organize, manage, and execute cross-department, Client-related activities of critical importance to the long-term relationship with the Client. They are assigned the responsibility of maximizing our Client’s product and service satisfaction throughout this process and, ultimately, retaining our current and future client base.

RESPONSIBILITIES

As the Customer Success Manager, you will drive and assist in the process of delivering for Clients in a manner which results in success for the client leading to the ultimate goal of contract renewal. You promote maximum value from their investment in our services and subscriptions, aiming for full utilization of their licenses, listen to help identify new opportunities and collaborate with Client Services (CS), Sales, Account Management (AM), Product, and Development teams.  You foster a relationship and deliver results over time and earn the view from the Client as being trusted advisor.

• Plan an overall strategy for all accounts leading up to contract renewals across all products
• Identify where risk exists within accounts, develop a plan, execute the plan, and drive to renewal
• Closely follow and engage at all stages of the Client lifecycle from post-sale to onboarding to renewal
• Examine usage statistics within Zephyr in order to capture the VOC and to plan accordingly where risks with adoption and usage are identified
• Continually monitor the evolution of the product, tools, videos, learning sessions, and more to leverage where clients will find more value from our tools and services
• Proactively call clients following up on the onboarding process, on-going customer service requests performed, effectiveness of trainings, and in instances – new product features
• Collaborate with needed cross functional departments related to capturing the VOC which includes Development, Product, Account Management, Client Services, Executives, and Individual Contributors
• Provide feedback from Client conversations to Individual Contributors and Managers
• Log Proactive Calling in SFDC as we strive to monitor the proactive engagement vs reactive engagement related to Client Services
• Use of various tools such as Pendo, SFDC, and Jira to drive activities on a daily basis
• Drive client projects and perform as Project Manager when necessary across the broader organization
• Develop opportunities and work with Sales to close the opportunity
• When involved with projects; manage risks, scope creep, and resets of client expectations
• Align objectives with company goals and drive to overcome obstacles to achieve goals
• Create and deliver monthly Executive Summary to upper management across renewals, Zephyr adoption, VOC highlights, Proactive Calling statistics, and highlights from AM/Project support
• Represent the business at trade events and on client site as needed
• Travel of <25% at times could be required along with potential for night or weekend work
• Ad-hoc tasks and/or additional duties as requested by direct manager

• Education – BS/BA from an accredited college/university along with 3-5 years work experience in the investment or financial services industry
• Communication Skills - Strong verbal/written communication skills internally and externally
• Presentation Skills- Strong presentation skills along with PowerPoint could be needed at times
• Interpersonal Skills - Superb interpersonal and relationship-building skills
• Responsibility and Initiative - An ability to work independently in an efficient and responsible manner
• Teamwork - Experience working effectively with others in a team setting
• Technology - A working knowledge of Microsoft Office applications and SFDC
• Time Management – Ability to adhere to timelines while managing multiple tasks
• Organizational and Multi-Tasking Skills - Exceptional organizational and problem-solving skills.

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com

Our benefits include:

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
• Time out: 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
• Recognition for great work, with global awards and kudos programs
• As an international company, the chance to collaborate with teams around the world

The salary range for this role is $70,000-75,000 base plus an additional $25,000-30,000 variable based on experience. 

This posting will automatically expire on 1/25/2025. 

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

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