Senior Customer Success Manager

We’re looking for a Senior Customer Success Manager to join us here at GWI. Not just any Senior Customer Success Manager though. Someone ambitious and genuine, who works best in the midst of a collaborative and forward-thinking team. That’s because as a GWIer you’ll be immersed in the fast-moving world of data tech.  We think big to make an impact, we’re not afraid to ask why, and we always show respect.  Those values are what got us where we are today, and they’re a big part of what we’re looking for in you.

The Senior Customer Success Manager is responsible for helping clients to realize value from GWI’s product offering and for supporting revenue growth across their book of business.

Working across a dedicated vertical, you will own and manage relationships with users of GWI to ensure that they are obtaining value:

• Drive usage across your account portfolio by proactively engaging with users
• Deliver product training sessions / demos around specific use cases
• Provide guidance to users via email, live chat, and video calls
• Help extract meaningful insights for clients projects and briefs
• Proactively create and send relevant insights to users to inspire the use of GWI
• Create relevant training collateral in the form of guides and videos 
• Own and manage user and account administration

Promote the value of GWI to key stakeholders across your accounts:

• Work with marketing to help obtain case studies / testimonials from existing clients
• Pull, interpret, and deliver regular usage reports for each of your accounts

Counteract churn, support revenue growth, and promote internal collaboration at GWI:

• Work with Account Manager to create success plans to document and track the achievement of desired outcomes, and assess usage and other measures to accurately forecast risk across your accounts
• Manage GWI trials across existing accounts to help drive user growth 
• Be the voice of the customer and channel feedback to relevant departments 
• Collaborate, support and build relationships with all teams across revenue 
• Keep Salesforce up-to-date by logging all activity and engagements

First things first, as a disruptor in the global market research industry, we haven’t come this far without entrepreneurial spirit and a get-up-and-go attitude. So if you think we’ll see that in you, then you’re already halfway there. Here’s the rest of what we’d like you to bring to the table.

• Experience as a Customer Success Manager or equivalent client-facing role
• Strong analytical skills with a high 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 or working and processes
• Natural ability to switch between different roles and wear different hats
• Highly organized and able to juggle multiple tasks at once
• Bachelor’s Degree or equivalent practical experience

• Experience working with market research/audience profiling data at an agency, media publisher, advertiser, or marketing research firm
• Experience using Salesforce, live chat software, and product analytics tools

Great benefits make a big difference. Not just to employees, but to the whole vibe of a business. That’s why when you work for us, you’ll enjoy a full spectrum of generous perks, rewards and office benefits - all in line with Covid-19 guidelines of course.

• Competitive salary and performance-based bonus
• 23 PTO days and an extra duvet day for a time when you really need it
• Flexitime and a great work-life balance (don’t just take our word, check out Glassdoor!) 
• Allocated shares according to GWI’s share scheme 
• A range of discounts and freebies
• LinkedIn Learning and ongoing Learning and Development opportunities
• Health insurance at only a $1 a month, plus dental and vision insurance
• Pre-tax commuter benefits
• Automatic 401k enrollment
• A well-stocked kitchen and breakfast options galore (some healthy, some not so healthy) - should you wish to attend our offices, while observing Covid-19 guidelines
• Holiday and summer parties, trivia nights, happy hour drinks and more
• Early finishes on Friday

GWI was founded with the knowledge that understanding your audience is really important for business. When you know who you’re speaking to and why, you can create content and campaigns that stand out to the people that matter.

Through our global online survey, we gather data on the behavior and perceptions of consumers across the world. This provides businesses with deep, actionable insights on their audience, revealed from data they trust.

It’s been going well, too. Since launching in 2009, we’ve become one of the UK’s fastest growing target audience companies. We’re not about to stop growing any time soon. As a business, we’re on a mission to re-engineer data-driven marketing, and we’re on the lookout for talented people to join us.

Imagine if our data came from just one kind of person. We’d get a very nuanced view of the world. And we definitely wouldn’t have got off the ground as a business.

Although things certainly aren’t perfect, we live in a society where differences are increasingly celebrated – so we’d expect nothing else from our teams.  In fact, the GWI office is as diverse as our global data, it’s really important to us that it stays that way.  This is a place to feel at home, express yourself freely and make your mark.

#li-hybrid