Digital Customer Success Manager, Board Intelligence
+ Personal performance bonus
1-5 days a week in office
Board management software
Job no longer available
Board management software
101-200 employees
Job no longer available
+ Personal performance bonus
1-5 days a week in office
101-200 employees
Company mission
Board Intelligence's mission is to help all boards and leadership teams to be a powerful driver of performance and a force for good.
Role
Who you are
- Solution-driven problem-solvers who consistently look for ways to improve our digital strategy through identifying solutions for customer challenges and causes of churn
- Enjoy and tend more towards the operational, programmatic and process driven side of Customer Success
- Can analyse data to spot trends, identify issues and understand where customer engagement is needed
- Passionate and excited to become an expert in leveraging automation, AI and technology
- Proven track record of collaboration
- Customer-centric and driven by demonstrating BI's value both in the product and more widely
- Bachelor’s degree or good A-levels (or equivalent), with additional experience
- A solid base of customer success management experience, with experience in digital or tech touch roles
- Experience using pin software such as Gainsight, PlanHat, Vitally, ChurnZero, Totango and Salesforce (or similar)
- Strong multitasking abilities in a fast-paced environment
- Self-motivated learner with technical orientation and the ability to quickly learn new concepts
- Excellent written and verbal communication skills
- Independent learner with the ability to adapt and understand concepts with agility
- Strong problem-solving and critical-thinking skills
- Ability to prioritize tasks and manage time effectively
- Breadth of experience across CS preferred
- Experience in governance or financial services is a plus
What the job involves
- We are looking for a Digital Customer Success Manager to join our Customer team
- You will report to our Head of Customer Success and will be responsible for driving Gross Revenue Retention (GRR) for a large portfolio of accounts
- You will ensure your clients have a fantastic experience (post onboarding) with BI, demonstrated through high NPS and C-Sat
- You will do this through building a proactive digital communication strategy with the customer’s goals in mind
- You will use technology and automation to streamline the customer’s experience, continuously improving upon each step within each phase of the customer’s journey
- Responsible for the long tail of customers
- Build a scaled CS lifecycle to drive engagement and happiness for many customers in a highly efficient way
- Achieve the highest possible Gross Revenue Retention by preventing churn through CS assisted digital interaction
- Identify potential growth and referral opportunities within our book of business
- Manage a large book of business of 50-100 customers
- Design and launch processes, workflows, and automations that drive internal efficiencies, level up the effectiveness of our Customer team, and deliver greater value to our customers
- Manage and negotiate renewal opportunities to maximize customer retention
- Utilize software tools to keep customer records up-to-date and facilitate efficient communication
- Maintain consistent digital interactions with customers, providing support and assistance as needed
- Analyse customer data, such as satisfaction, usage, and other feedback, to identify trends and provide recommendations on improving the customer experience
Salary benchmarks
Our take
Board Intelligence has been helping boards to make smarter, faster decisions for more than 2 decades and it has been turning that knowledge into software since 2008. With over 18,000 users engaged on its platform, BI works with FTSE 100s, large privately-owned companies, public sector and government departments, and has delivered ~50% YOY growth over the past five years.
BI's mission is definitely ambitious and it will need full support from the up-and-coming young generation of board members to favour the adoption of its smart board packs. Old practices, which are favoured by more experienced managers, can be detrimental to the decision-making process and Board Intelligence needs to continue to prove the value of its products so that they become the product facilitating best practice.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Competitive salary, commission plan & pension scheme
- 26 days holiday each calendar year
- Bupa health & dental cover (including Babylon Virtual GP)
- Group life insurance (4x annual salary)
- Employee Assistance Program and Bereavement Counselling & Probate Helpline
- Daily breakfast, drinks, fruit and snacks
- Regular training & development, mini MBA series, lunch & learns
- AIG Smart Health (virtual GP app)
- Season Ticket Travel Card Loan and Cycle to Work Scheme
- Eye test vouchers and Flu Jabs
- Gym membership discounts
- Regular company socials. Friday drinks
Company values
- We're in it for the long term
- It's all about kindness
- We're driven to be a force for good
Company HQ
City of London, London, UK
Articles
Leadership
Jennifer Sundberg
(Co-CEO)Master of Arts at University of Cambridge. Also member of the advisory board at FINCA International since January 2011
Pippa Begg
(Co-CEO)Master of Arts at University of Cambridge. Senior Product Manager at Russell Investments from 2005 to 2008
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