Senior Customer Success Manager, GWI
Enterprise
$95-110k
+ Bonus
3 days a week in office
Consumer insights for media businesses
Open for applications
Consumer insights for media businesses
501-1000 employees
Open for applications
$95-110k
+ Bonus
3 days a week in office
501-1000 employees
Company mission
To help everyone become an expert on their audience.
Role
Who you are
- You’ll need to be able to demonstrate the core skills this role requires. Here’s what the team will be looking for in you:
- Extensive experience in a Customer Success, or Account Management role
- Strong interpersonal skills and experience building strong internal and external relationships
- Strong Analytical skills with a high attention to detail
- Proactive, curious-minded, and organized team player with innovative ideas to inspire customer engagement, loyalty, and adoption
- Ability to bring data to life with stories and present with confidence
- Passion for building trust and communicating effectively with customers
- Ability to work autonomously and look for improvements in ways or working and processes
- Natural ability to switch between different roles and wear different hats
- Highly organized and able to juggle multiple tasks with competing deadlines
- Customer focused mindset, with a natural ability to relate to clients and understand their issues - while delivering a high level of customer service
- Equally important is attitude. We want people who think big (to make an impact), ask why (to find a better way), and show respect (to everyone, at every level, all the time)
- Those are our values, and they’re a big part of what we’re looking for in you
What the job involves
- Be part of the Enterprise Customer Success team at GWI, responsible for helping clients to achieve their desired outcomes through the adoption and practical application of our product and data sets. This is achieved through proactive relationship building, education, and consultative support
- You'll be working within our Enterprise Customer Success team, you will assume ownership and management of a portfolio of our biggest global clients, helping them to realise value and support growth
- Establish and maintain strong relationships with key stakeholders and end users within each of your accounts
- Consult clients on how to solve challenges / achieve desired outcomes with GWI
- Create success plans to document and track the achievement of desired outcomes
- Identify and support growth opportunities with your AM counterparts
- Pull, interpret, and deliver regular usage reports for each of your accounts
- Collaborate with CSEs to develop and execute strategies for lapsed user engagement, creation of onboarding collateral and project support
- Accurately forecast risk with account manager and develop a plan to mitigate
- Working closely with other internal teams to help deliver custom projects and strategic workshops
- Be the voice of the customer and channel feedback to relevant departments
Our take
Consumer insights have always been a linchpin of good marketing strategy. However, with the pace of digital transformation picking up and some major upheavals throwing additional change into the mix, the ability to closely track the rapidly changing consumer landscape might just be more crucial than ever.
GWI provides consumer insights to media agencies, marketers, and publishers globally. The company claims that its data sets, analysts, and reports represent billions of people worldwide, based on in-depth market research questionnaires with millions of respondents.
Boasting major corporate clients like Microsoft, Google, and Twitter, it is clear the company has got something right. The avenue for its growth is wide, and it will be interesting to see how the rise of disruptive tech like wearables, Internet of Things, and Web3 will affect its data gathering. With over a decade’s worth of experience, GWI has no reason not to be confident about its future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Feb 2022
$180m
SERIES B
Jul 2018
$40m
SERIES A
Total funding: $220m
Company benefits
- Perks: There's free fruit and breakfast when you hourney into the office. And for the days you don't, you'll have the latest tech and a home-office budget to hit the ground running. Plus, you'll glove all the free swag
- Training: Everyone wants to be their best self - and feel comforatble enough bringing their best self to work. Diversity and inclusion is at the heart of everything we do. We offer continuous development opportunities, both personand professional
- Flexible working: We take pride in our flexible workplace. We're big fans of hybrid working, early finishes on Fridays, flexitime to balance work and life, and a 'work from anywhere' option for the jet setter in you
- WellbeingL Happiness is everything. We've got mental health awareness months and wellbeing weeks, counseling through Spill, charity and volunteering days, social outings, and virtual clubs. Feeling good mentally, physically, and socially matters. We get it
Company HQ
Farringdon, London, UK
Leadership
Tom Smith
(Founder & CEO)Worked as Head of Consumer Features at Universal McCann, before founding Trendstream (the company that went on to build GWI).
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at GWI
OneGWI (Global DE&I Committee)
- At GWI, we want employees to inspire and be inspired. We believe that diversity is the heart of what drives innovation and creativity. Together, we continue to build an inclusive culture that supports all employees to bring their best selves and stand out. We do that by creating a culture that celebrates the diverse voices of our employees where they all have equal opportunities. We believe that it is the right thing to do and it is fundamental to who we are, what we do and our success.
- The foundation of a truly diverse and inclusive organisation is one where the principles of psychological safety are applied and where diversity and inclusivity are baked into everything it does. Without that, you end up with a revolving door of talent. We approach things with respect and openness. We acknowledge that we won’t get everything right all the time, so we listen and learn and do better next time. This is the same approach that we expect from all of our employees.
- We have OneGWI, an Employee Resource Group (ERG), that focuses on driving educational, systemic change and advisory support across the organisation. We are also in the process of revising several of our policies to make them more inclusive, such as parental leave and compassionate leave. We also have tools like an inclusive language guide, and various guidance pieces for things ranging from the menopause to Ramadan
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