Customer Success Manager in London (United Kingdom)

Where: London (United Kingdom)

Extent of Work: Full Time

Click here to apply in English

We’re seeking an ambitious, bright, and self-driven individual to join our new sales team as part of our UK expansion.  As one of the first to join our UK team, you will be instrumental in building out the pipeline and developing the customer base. As the Customer Success Manager, you will work with clients in a variety of industries, onboarding them onto the platform and building lasting, rewarding relationships. Key to this is the ability to understand what drives value for our clients, providing feedback to the product and support teams, and ensuring their success and retention as they use the platform.

 

Your main objective will be to help customers in their onboarding and account set up, ensuring they have a great experience while working with Universe. You will be a customer champion, helping each user see value and providing feedback to the team. Your ultimate goal is to turn every client into an advocate.

 

At Universe, our mission is simple: Bring people together in real life through events. Founded in Toronto in 2011, we’ve built a platform for people to discover and create events all over the world. Together, we’ve built a community of over 31,000 event organizers and hundreds of thousands of fans that are the heart of our company. In 2015, Universe got acquired by Live Nation Entertainment and is continuing its fast growth.

 

 

WHAT YOU WILL BE DOING

 

  • Own the ultimate success of Universe’s clients, including customer onboarding, success, and retention
  • Proactively manage each customer’s business needs – actively seek opportunities to deepen our relationships, help our clients’ businesses, and generate referrals
  • Work closely with the sales and support teams to prioritize new product features based on client needs and feedback
  • Understands customer business goals and key performance indicators; possesses the ability to translate those insights into customer successes using Universe
  • Conduct ongoing customer meetings to communicate best practices, successes and business results
  • Measure and improve retention
  • Keep organized, detailed notes of accounts in order to communicate status updates and feedback to Universe management teams

WHAT YOU NEED TO KNOW

  • University graduate
  • Minimum of 1 year in a customer service or admin role, working directly with customers, 2+ years desired
  • Good customer relationship skills
  • Strong understanding of technology as well as how to efficiently use it,
  • Experience of having worked with Jira or any other similar product management tool
  • Excellent verbal and written communication skills
  • Strategies for searching for leads, passionate about research
  • Multilingual (business level proficiency) in both English and Spanish

 

ABOUT YOU

  • Deadline-driven, detail-orientated, self-starter
  • Extremely organized with high attention to detail
  • Highly motivated, resourceful, and results-orientated to achieve goals
  • Excellent social skills; friendly and outgoing, not afraid to connect with new people
  • Ability to build rapport & communicate effectively with customers, as well as diverse groups of individuals including all levels of employees and management
  • Excellent multi-tasker, able to take on many projects without dropping the ball
  • Passionate about the live event space
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