Senior Customer Success Executive
Job description
Location: London, UK
Office requirement: Hybrid, 3 days per week in the office
Employment type: Permanent
As our Senior Customer Success Executive, you’ll:
Be a part of our dynamic global revenue team reporting to the VP Customer Success - Midmarket. You’ll be responsible for helping to implement and execute an account retention plan focusing on driving high renewal rates and client engagement at scale, in line with GWI’s growth strategy across the Essentials Portfolio
Sounds great, what will I be doing? 🤔
Working with our Essentials portfolio, you will be part of a team of 2. You will own and manage strategy for driving engagement and usage at scale across our Essentials portfolio - 250 accounts globally.
A few things you'll be responsible for:
- As a team you will own all CS communications to the Essential portfolio to help inspire clients, drive usage and engagement at scale within the portfolio
- Identify at risk accounts within the portfolio and devise strategies to mitigate that risk
- Be familiar with the renewal process, and help drive high retention numbers
- Focus on driving high customer satisfaction that leads to customer retention and growth by measuring key performance indicators such as churn, retention rate, and Net Promoter Score (NPS)
- Providing best-in-class support and guidance to users via email, live chat, and video calls
- Collaborate, support, and build cross-departmental relationships with all teams across revenue, product, marketing, and channel customer feedback to relevant departments
- Ensure superior usage and client engagement across the Essentials portfolio
- Oversee and handle user/account administration
- Keep Salesforce up-to-date by logging all activity and engagements
What do I need to bring with me? 🧳
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:
- Existing experience in Customer Success or an equivalent client-facing role
- Highly organized and able to juggle multiple tasks at once
- Strong analytical skills with close attention to detail
- Ability to bring data to life with stories and present with confidence
- Genuine passion for working with people and helping others
- Team player, able to build strong relationships with colleagues
- Ability to work autonomously and look for improvements in ways of working and processes
- Natural ability to switch between different roles and wear different hats
- Bachelor’s Degree or equivalent practical experience
Nice to Have
- Experience working with market research/audience profiling data at an agency, media publisher, advertiser, or marketing research firm
- Experience working for a B2B tech platform
- Experience using Salesforce, live chat software, and product analytics tools
Diversity, Equity & Inclusion 🫶
Diversity is fundamental to who we are—as a data company and as a workplace. Our data reflects global realities, and so must our teams. We strive to build a workforce as diverse and inclusive as the insights we deliver.
As a Disability Confident employer, we welcome applications from disabled candidates and are committed to making adjustments throughout the hiring process—whether that's extra time, materials in advance or a different format, breaks, an adjusted interview format, assistive tools, or flexible scheduling. We're happy to discuss whatever would work best for you.
We actively encourage applications from underrepresented and marginalised communities.
At GWI, you'll find a place to contribute meaningfully, grow professionally, and belong fully.
#li-hybrid
#LI-LV1
Skills mentioned
GWI, formerly known as GlobalWebIndex, is an audience research company founded in 2009 by Tom Smith. The company is dedicated to providing in-depth audience insights to publishers, media agencies, and marketers across the globe. GWI's core offering revolves around its robust platform, which profiles consumers in over 48 countries. This extensive panel represents more than 2.7 billion digital consumers, and the insights derived are made accessible through a subscription-based service. The company's flagship ongoing research study, GWI Core, interviews internet users worldwide in four waves annually. Each respondent provides detailed information, contributing to over 200,000 profiling points on the platform, facilitating comprehensive consumer research. In 2017, GWI expanded its capabilities by incorporating brand data, offering insights into over 4,000 tracked brands, which can be analyzed in conjunction with the GWI Core dataset. GWI's methodology combines survey data from millions of panelists with advanced analytics and data science to deliver actionable audience intelligence. The platform gathers data across a wide spectrum of attributes, including demographics, online behavior, device access, media consumption patterns, social media engagement, and marketing touchpoints. This rich data is then presented through intuitive charts and dashboards, enabling professionals to understand consumer trends and preferences effectively. In 2019, GWI launched GWI Work, its first B2B dataset, which focuses on the behaviors and attitudes of working professionals. Additionally, the company offers custom research services, allowing marketers and advertisers to conduct tailored surveys and projects using GWI's global consumer panel. This provides access to data specifically relevant to their target audiences. Headquartered in London, GWI has expanded its global presence with offices in New York, Athens, Prague, and Singapore, underscoring its commitment to serving a worldwide clientele and understanding diverse consumer landscapes. The company has secured significant funding, including a Series B round of over $180 million in 2022, to further enhance its technology and expand its market reach, aiming to integrate audience insights into the workflow of every professional.
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