LoyaltyLion
A data-driven loyalty and engagement platform that powers your ecommerce growth 📧 hello@loyaltylion.com
customer loyalty • customer engagement • customer retention • ecommerce • ecommerce loyalty
51 - 200
Customer Success Manager (Mid-Market)
August 15
🔄 Hybrid – London
LoyaltyLion
A data-driven loyalty and engagement platform that powers your ecommerce growth 📧 hello@loyaltylion.com
customer loyalty • customer engagement • customer retention • ecommerce • ecommerce loyalty
51 - 200
Description
• Work through a high volume of customers to identify those that need our help the most • Own Executive Business Reviews for customer who request them • Deliver a best in class experience to clients by building relationships and demonstrating impact • Manage multiple touch points, including digital meetings, to keep clients engaged and informed • Advise clients on loyalty strategy and optimisation opportunities to get the most out of their program (don’t worry we’ll train you!) • Discuss return on investment and the impact driven by our program • Actively gather feedback from clients and share across the organisation to improve our product and service • Own and manage NPS responses, ensuring the feedback loop is closed • Continuously improve our client offering by actively spotting opportunities to improve our current processes • Work closely with Marketing to drive advocacy in the form of testimonials, case studies, reviews and event participation • Partner with our Onboarding team to ensure the seamless transition into Customer Success • Partner with our Support team to ensure client queries as responded to and rectified quickly • Partner with our Account Management team to deliver on renewals and upsells throughout the customer journey • Fully mitigate any ‘at risk’ clients and support upsells • Engage with our Product, Engineering, Marketing, and Sales teams to ensure a smooth customer journey and experience
Requirements
• 12+ months of experience in a similar Customer Success/Account Management • Fantastic written, verbal and non-verbal communication skills • Proven experience working with a high volume portfolio of customers • You have an analytical mindset • Confident in discussing ROI and the impact software can have on a client’s organisation • People person with a natural collaborative mindset, great at building strong working relationships across teams and managing different stakeholders • Highly organised and can manage multiple projects confidently • Excellent attention to detail • Inquisitive, curious and enjoy looking for ways to improve processes
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