Customer success managerFinancial Times

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 global, 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, who hail from all different backgrounds and walks of life.
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.
The Role / Position Overview
The role will be responsible for driving engagement of FT digital group subscriptions amongst customers in all regions. You will part of a team who advise our B2B customers on how to make the best use of the FT to meet their business outcomes.
Key Responsibilities
Provide successful, high quality customer journeys for group subscriptions, covering trials, onboarding, engagement and renewal
Work with customers to define and agree expected outcomes for how the FT is used within their organisations
Implement strategic engagement plans and tactics to meet the agreed outcomes
Build an in-depth understanding of customer businesses and requirements, and how the FT is delivered and used within these organisations
Provide technical and product expertise to customers and the sales team on FT content, tools and delivery solutions
Establish and maintain relationships with key customer contacts (decision makers, buyers, senior readers)
Collaborate with other FT teams, e.g. product, customer services and editorial, to deliver against customer priorities
Work with regional sales and marketing teams to develop and agree plans for key prospects and accounts to achieve the business goals of the region
Make recommendations to improve internal processes/systems
Required Skills / Experience
Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
Proven ability to drive and track continuous value of customer subscriptions
High focus on results and delivering against goals
Familiarity working with clients of all sizes
Ability to align product and service features to customer needs/outcomes
Excellent communication and presentation skills, both written and verbal
Analytical mind-set and can use data to help prioritise and report progress
Demonstrates a high level of initiative and self-motivation
Has to be comfortable working in a fast paced, start-up type of environment
Good collaboration/influencing skills
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 here.
Further Information
The FT are committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please contact a member of our HR team who will be happy to help.
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