Customer Success / Account Manager

Main purpose of the role:
Our client in the licensing product data space are seeking a highly motivated individual to support the success of their growing community base and join their Customer Success/Account Management 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 managing a growing team (Customer Success Executives and Associates) in all aspects of customer success and the end-to-end onboarding process, including the engagement of licensees, rapport building, data management, product catalogue creation and data management. The role involves cross-functional collaboration with internal teams and requires 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 organizational 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 on an end-to-end process of customer (licensee) onboarding, from initial introduction to maintenance and rapport building (account management).
* Lead customer (licensee) calls/meetings/training to ensure business value is delivered, and expectations are met.
* Work with cross-functional internal teams (including technical engineering team) to ensure that customers are continually receiving value out of the service, whilst improving product and features.
* Initiate the creation and improving presentations and collateral that assist in service delivery.
* Build and maintain relationships with your assigned customer base, via email, calls and face-to-face meetings.
* Perform routine data management tasks to ensure client product catalogues are up to date and maintained regularly.
* Become an expert on the offered 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 3 years of business experience.
* Excellent written and verbal communication skills.
* Confident using Microsoft Office, specifically Excel.
* Robust organizational 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.
* 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.
* Licensing/retail industry understanding/experience preferable but not essential.

INDM