Customer Success Associate

The Economist

Currently we are seeking a Customer Success Associate who will  be responsible for managing relationships with our B2B group subscription clients based in Central Europe, Middle east and Africa (CEMEA). The successful candidate will play a pivotal role in quickly developing strong commercial relationships with corporations, government entities, academic institutions, and NGOs to increase readership and deliver against retention and growth objectives.

How will you contribute:

• Build professional relationships with customer stakeholders to define and agree expected outcomes for how The Economist is used across multiple functions within their organisations

• Implement and coordinate strategic engagement plans and tactics for the your allocated accounts, including sourcing new stakeholders and leveraging existing relationships, to deliver retention, upsell and cross sell objectives

• Deliver successful, high quality, multi-channel customer journeys for assigned accounts from onboarding through to fulfilment and renewal

• Use thorough knowledge of The Economist and associated products to link product features with specific customer outcomes

• Collaborate with internal teams, e.g. EIU, product, customer services and editorial, to share insights, best practice and deliver against customer priorities

• Maintain a deep and functional understanding of the tools, accesses and services and products available to clients

The ideal skills for this role are:

• Additional language desired but not essential

• Excellent verbal and written communication skills

• Proven experience in a commercial role, managing a bank of business through onboarding and renewals

• Ability to communicate with stakeholders at all levels

• Strong decision-making and time-management abilities

• Proficient in Salesforce (or similar CRM), excel, powerpoint/google slides, and marketing automation software

• Manage the post-sale process for a book of clients, including onboarding, customer inquiries, upsells and renewals.
• Act as the day to day client contact; provide status updates, conduct meetings, proactively address client needs to deliver successful customer outcomes. 
• Build deep relationships with key account contacts to drive awareness and engagement of the Economist subscription within the organisation 
• Manage key performance targets such as revenue, subscription volumes and engagement metrics of book of clients. 
• Partner and collaborate with internal teams to develop and implement client journeys and touchpoints across key lifecycle moments.

• Strong verbal and written communication skills to effectively communicate across a range of internal and external stakeholders
• Strong decision-making abilities and time-management
• Proven experience managing clients and delivering successful customer outcomes
• Proficient in Salesforce (or similar CRM), excel, powerpoint/google slides, and marketing automation software