Head of Customer Success - IIRIS
Informa Connect
London, United Kingdom
3d ago

Job Description

As a key member of the IIRIS team, you will help develop strong relationships with customers and collaborate with cross-functional leaders to deliver consistently excellent customer experiences.

You will be passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should have relevant digital or advertising client experience and a demonstrated record of analysing and optimizing campaigns.

Objectives of this Role

  • Own the relationship with IIRIS customers and manage on-boarding, implementation, training*, increasing adoption and use, and high levels of customer satisfaction
  • Establish a trusted and strategic advisor relationship to help drive continued value of IIRIS
  • Enable effective IIRIS activation and connect trends and themes across Informa to encourage learning, innovation and improvement
  • Input into the development and maintenance of customer success strategies and best practices, as well as customer support content, with the help of the creative team
  • Communicate effectively with both IIRIS and product management to understand customer needs, maximize satisfaction and communicate lessons learned
  • Develop and maintain existing customer success metrics and data
  • Role is to work with the training team to ensure training is delivered.
  • Qualifications

  • 8+ years Experience in communications, marketing, sales, account management, or customer success
  • Strong verbal and written communication, strategic planning, and project management skills
  • Analytical and process-oriented mindset
  • Comfortable working across multiple departments in a deadline-driven environment
  • Active team player, self-starter, and multitasker who can quickly adjust priorities
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