Introduction:
Overview:
The Economist Group (TEG) is a leading source of insight and analysis of the intersection of international markets, policy, sustainability, technology and society. As the research and analysis division of the Economist Group, The Economist Intelligence Unit (EIU) helps leaders prepare for opportunity, empowering them to act with confidence when making strategic decisions. The EIU is the global standard in providing high quality, actionable intelligence to the public and private sector, assessing issues that impact the businesses in more than two hundred countries.
The Opportunity
We are looking for a Global Head of Customer Success to join our business at a time of significant investment and growth.
You will help us build a new team globally and be responsible for ensuring the success and satisfaction of our clients to deliver revenue retention, leveraging your passion for innovation and customer centricity to deliver an exceptional customer experience.
Your primary focus will be hiring a new team and creating a high-performance culture, strategies that drive solution adoption and value creation for our clients, whilst being our ‘voice of the customer’ advocate, ensuring they are heard and their feedback influences our future content and product roadmap.
This is a great opportunity for someone to create a world class Customer Success team. They will be a valued member of our Global Commercial Leadership team and report into our Global Head of Account Management.
Accountabilities:
Key Priorities
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Define and own customer success strategy, focused on driving product adoption, improving customer experience, and maximising revenue retention.
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Build, lead and train a high performing Customer Success team that embraces a culture of DE&I, collaboration, performance excellence, customer centricity and innovation.
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Design and implement a best-in-class customer onboarding, engagement and renewal approach across our global team.
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Establish and monitor goals, KPIs, reporting and operating rhythms to monitor client health to ensure we maximise retention.
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Foster senior relationships with key clients to support account teams in delivering against client expectations, value plans and positive renewal outcomes.
- Partner with Account Managers to create adoption strategies that help clients maximize the value of our solutions, mitigates risk, expands market share, and drives positive renewals.
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Leverage data and client sentiment to drive the voice of the customer across the business (product, sales and marketing) to improve solution offerings and client satisfaction.
Experience, skills and professional attributes:
Experience
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10+ years of people leadership experience with a track record of creating a culture of DE&I, performance excellence, and delivering against revenue goals (global experience a plus).
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+5 years in Customer Success Management in a fast-growing organisation (prior sales leadership preferred).
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Highly strategic and able to prioritize to align functional priorities to the company’s commercial objectives.
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Exceptional and effective communication skills with ability to flex style based on audience and purpose.
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Demonstrated knowledge of customer success, markets, and workflows to shape retention strategies.
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Natural collaborator that can drive customer advocacy and influence stakeholders across functions.
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Innovator who utilizes data to inform decisions, simplify complex problems, improve the client experience and customer lifecycle.
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Seasoned mentor and coach equipped to develop talent.
We believe that having a diverse workforce can be conducive to creativity, innovation and adaptability and we encourage all employees to be:
Authentic - Come as you are! We all play a part in building our culture. Whether it's through welcoming new colleagues, team building activities, joining colleague events, celebrations or affinity groups there’s an opportunity for you to get involved.
Creative - Our global digital publishing products are used by millions and we want you to channel your creativity and push boundaries.
Curious - Continuous development is central to our working culture, so we regularly encourage teams to pair up or mob on tasks. From our 10% a week learning time policy, to our learning and development platform, Degreed, with unlimited access to Udemy courses, as well as a host of other world-class content Providers - there are many ways to develop your skills and career with us.
The Economist Group values diversity. We are committed to equal opportunities and creating an inclusive environment for all our employees. We welcome applicants regardless of ethnic origin, national origin, gender, gender identity, race, colour, religious beliefs, disability, sexual orientation , age or marital status.