Customer Success Specialist at StepStone Group in London, England, United Kingdom

Job description

• Due to expansion in our European business, we are looking for a new colleague to join our highly skilled, hardworking and friendly team in London. We work on a hybrid basis blending time at the Stepstone Group offices with working from home.
• Reporting to the Manager – Customer Success International, the Customer Success Specialist manages relationships with Appcast’s large, strategic customers. They will oversee clients’ recruitment advertising spend, help them navigate Appcast’s software and managed services, and ensure they get maximum value from the solutions. They will also manage a portfolio of accounts, develop a strong understanding of each client’s recruitment marketing needs, and act as an extension of their team to help achieve their goals. The Customer Success Specialist will work with clients to leverage Appcast’s data and strategic capabilities to deliver the results, serving internally as the client’s advocate and externally as the client’s true partner.

Responsibilities

• Build and maintain strong, meaningful relationships with Appcast’s clients as their main point of contact, advocate and true partner, including large, strategic customers with international recruitment advertising needs.
• Own and support a portfolio of client accounts, gaining a deep understanding of each client’s recruitment marketing goals, desired outcomes and KPIs, while helping manage complex account activity such as reporting, campaign launches and audits.
• Track and manage client advertising spend on a daily, weekly and monthly basis, using Appcast data and performance insights to proactively identify budget issues, recommend solutions and deliver regular reporting, status updates and quarterly business reviews.
• Partner cross-functionally with Sales, Strategy, media, product and development teams to investigate issues, support multi-channel recruitment strategies, launch overseas media where needed and solve client-facing challenges.
• Empower clients with education and information on Appcast’s platform, campaigns, data, product enhancements and technical updates, exceeding expectations through clear, proactive communication and follow-up.

Requirements

• Professional experience in customer success, account management, client services or a similar client-facing role that requires problem solving on behalf of customers, preferably in a technical, software, recruitment marketing or media environment.
• Strong analytical skills, including experience working with data, technical platforms and analytical presentations to identify trends, tell a clear story and make practical recommendations for clients.
• Adept at cross-team collaboration, with the ability to work creatively and solutions-orientated across Sales, Strategy, media, product, development and other internal partners to resolve complex client issues.
• Excellent written and verbal communication skills, with the confidence, tenacity and attention to detail needed to manage complex customer conversations and communicate across platforms such as Slack, Jira and Microsoft Teams.
• Highly organised and able to prioritise, follow up and work independently across time zones, with recruitment marketing experience highly valued and a bachelor’s degree or equivalent experience preferred.

Skills

Required

• customer success
• account management
• client services
• problem solving
• analytical skills
• data analysis
• technical platforms
• analytical presentations
• cross-team collaboration
• creativity
• solutions-orientated
• written communication

Preferred

• recruitment marketing experience