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Customer Success Manager

4global
Salary: Competitive salary + discretionary bonus
Job location: Chiswick Park, London, UK

CUSTOMER SUCCESS MANAGER

Introduction

4global is an international technology and professional services business that works with governments, cities, and sports bodies to maximise the return on investment in major sport programmes, events, and physical activity delivery.

Our unique proposition stems from the smart use of our proprietary data, technology, and know-how to enable our clients to maximise the health and social benefits derived from physical activity - helping clients get more people active and shape the future of sport.

At 4global we work with clients in two ways:

Knowledge services: we have an unrivalled strategic advisory capability for Governments, cities and sports bodies:
• We advise on the role of sport and physical activity in social and economic transformation
• We develop, implement, and evaluate sport and physical activity strategies, including programmes that activate people and places via digital transformation
• The bidding, planning and delivery of the ‘full life cycle’ of major sporting events i.e., Olympics, World Rugby World Cup, Pan American Games

Technology products: our proprietary software and data platforms allows clients to connect and use multiple data sources and develop actionable insight and business management systems.

Our product suite is made up of a number of client facing SaaS offers which use data derived from multiple sources e.g. leisure management systems, wearable technology, community programming, major sporting event engagement, and healthcare providers. Connecting and standardising this data positions 4global uniquely in the provision of the following services:

• Predict the likely outcomes of significant investment in sport and physical activity programmes at a local and national level
• Benchmark the impact of new sports and activity investments
• Analyse the actual behaviours of citizens and how they participate (or not) in sport and activity programmes
• Target certain citizens to maximise the impact of specific programmes nationally or at a granular grass roots level
• Set the industry standard used to provide data driven insight to inform investments in sport and physical activity programmes
• Work with our clients to predict what will drive participation This cannot be replicated without the data that we currently hold; We have a monopoly in this insight capability


Job Description – {Customer Success Manager}

An effective Customer Success strategy typically results in decreased customer churn and increased up-sell opportunities. The goal of Customer Success is to make the customer as successful as possible, which in turn, improves customer lifetime value (CLTV) for 4Global.

Working closely with the account management, technology and project delivery teams, the role is specifically designed to onboard customers to 4global platforms and ensure the most appropriate use of the software and services by the client. You will be responsible for ensuring customers achieve their desired outcomes while using 4global’s products or services.

Responsibilities:
• Manage the implementation of a range of web-based solutions to the client including onboarding, training and active use of the modules driving customer success 
• Knowledge enablement to allow customers to maximise the use of the solution/s purchased
• Identifying upsell and cross-sell opportunities to client to grow the account value and increase loyalty
• Identifying churn risk by applying a customer health score, regular customer communication and running NPS
• Input into product and service development throughout the solution and service portfolio
• Establish ongoing cross functional collaboration between account management, product and technology teams
• Delivering the voice of the customer to the business in conjunction with overall company mission
• Support the development of marketing and sales strategies  
• Support and develop the Customer Success programme already in place to maximise clients use and awareness of best practice 
• Take an active role at events attended by Sales and Marketing Teams as required 
• Be the internal expert and external champion of 4GLOBAL products 
• Drive the customer success metrics and ongoing advocacy amongst the client base 

Desirable skills, qualifications, and experience:
• Experience in the leisure, physical activity or similar sector, ideally in a customer success, system administrator or implementation role with knowledge of Leisure Management systems and data structure advantageous 
• Strong project and client relationship management and communication skills
• Demonstrated ability to lead and deliver projects in the leisure or similar sector 

• Awareness of database management, integrations between multiple data sets and products. 
• Experience in delivering complex ideas to groups through appropriate verbal and digital communication, ideally in a B2B environment 
• Strategic mindset and ability to influence key decision makers on best practice methodology 
• Well organised; able to manage own workload; prioritise and work autonomously and as part of a team as necessary 
• Articulate and professional with strong presentation skills. 
• Demonstrated ability to build credibility and relationships at all levels. 
• Eligible to work in the United Kingdom 
• Excellent I.T. skills with experience of using the full Microsoft suite
• The capacity to, as required, work unsociable hours for the purpose of the role such as attending out of hours meetings with clients and achieving project deadlines


What we will offer you:

• Competitive salary and discretionary bonus
• 25 days paid holiday, plus usual bank holidays for UK
• Hybrid working policy 4 days in the office and every Wednesday working from home
• Enhanced family friendly policies
• The opportunity to grow and develop your skills in a variety of projects and service areas across the company
• You will be working out of our offices in Chiswick Park in London, awarded as one of the best places to work in the UK https://enjoy-work.com/
•Monthly team get together’s with free drinks and nibbles
• Two companywide socials a year


Next steps: If you are interested in applying for this role, we would be delighted to hear from you.

To register your interest, please provide the following:
• A CV tailored to this role. (Please note generic CV’s are unlikely to be considered).
• A short cover letter explaining how your skills and experience meet the requirements of the role and what would set you apart from other candidates.

Please submit your CV and cover letter by clicking the "Apply for this job" button below. We look forward to hearing from you. 4 global Consulting Ltd – www.4global.com
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