Customer Success, Senior Manager
Remote in LA
Main purpose of the role
We are seeking a highly motivated individual to support the success of our client’s’ growing community base and join our Customer Success team. Within this role, you will be working directly with leading global brands and their licensee partners and will be an integral part of their consumer product & data-driven strategies, driving measurable value to their business. This role is well suited for someone keen for a role in tech, spanning retail, consumer products licensing or account management. You will be an integral part of the team ensuring a successful execution including the engagement of licensees, an element of selling, rapport building, progress reporting and product catalogue creation. The role involves cross-functional collaboration with internal teams and commands a problem-solving, can-do, results-oriented attitude.
The role requires excellent communication (written and spoken) skills, strong business acumen and focus to execute. The ideal candidate will possess strong interpersonal and organisational skills and work well under pressure. They should be comfortable with multitasking and driven to delivering exceptional customer service to ensure customer success.
Responsibilities
- Manage regional (N. America) Customer Success team across an end-to-end process of customer (licensee) onboarding, from initial introduction with a pitch, to maintenance and rapport building (account management) ensuring product information is up to date.
- Lead customer (licensee) calls/meetings/training to ensure business value is delivered, and expectations are met.
- Client management: own and nurture relationships with senior stakeholders within our licensor client base.
- Work with cross-functional internal teams (including technical engineering team) to ensure that customers are continually receiving value out of our client’s service, whilst improving product and features.
- Initiate the creation and improving presentations and collateral that assist in service delivery (working with our design function).
- Build and maintain relationships with your assigned customer base, via email, calls and face-to-face meetings to sure KPIs are met and customers are converted.
- Perform routine data management tasks to ensure client product catalogues are up to date and maintained regularly.
- Become an expert on our client’s service and apply to your customers’ business needs.
- Understand and keep up to date with industry and competitive landscape.
Qualifications/Requirements
- Bachelor's degree with minimum 8 years of business experience.
- 5 years’ experience specifically in licensing
- Experience managing at least one direct report
- Licensing/retail industry understanding/experience essential
- Excellent written and verbal communication skills.
- Confident using Microsoft Office, specifically Excel.
- Robust organisational skills.
- You are a self-starter with a positive can-do approach but able to work in a team environment with a collaborative approach to work.
- Comfortable working remotely
- Fluent in English, additional language a bonus.
- You are result-oriented and comfortable conversing on the phone, video-call, via email and in-person.
- Attention to detail with a problem-solving mentality.
Benefits/Additional Info
Remote (until hybrid option when US office is formed in LA)
22 days holiday allowance (plus bank holidays)
Training – both team and personal development
Private health insurance
Discretionary participation into Share Options Scheme after 12 months, in line with company annual renewal
