Manager of Customer Success - UK

About

At Shopmium, we transform shopping to make life better!

We improve everyday shopping experience by connecting advertisers with consumers. We already operate in France, UK, Belgium and we have recently launched in the US. We have further expansion plans to other markets. Shopmium is part of Quotient – a leading media and promotions platform in the FMCG space.

Fast growth requires great talents. Therefore, we are looking for an outstanding Manager of Customer Success to lead and grow the UK Customer Success team!

Our Customer Success team is responsible for end-to-end post-sales customer experience: onboarding, campaign launches, performance management, troubleshooting and reporting. The team’s key goal is effective delivery of the advertisers’ objectives. We maximize their investment and focus on organic relationship building.

As a Manager of Customer Success Operations, you will be the guardian of the customer voice. You will lead a team of Customer Success professionals ensuring excellent relationships with our customers as well as flawless execution of their campaigns. You will serve as a strategic partner to cross functional teams to ensure revenue acceleration and account growth. In this role, you will help drive new initiatives forward and implement departmental strategies. You will be reporting to the Director of Customer Experience (CX) for Europe.

(This role is based in London)

Job Description

WHAT YOU'LL DO:
• Lead a team of Customer Success professionals who are responsible for the direct support of Shopmium’s clients across the full suite of products including promotions and media
• Review and measure Customer Success team's delivery against revenue goals for assigned accounts; ensuring strong partnership with Sales Executives, ensure all booked revenue is delivered in full and identify and secure incremental revenue opportunities
• Lead and guide strategy around process opportunities and implementation that will further expand and grow accounts and increase account health
• Actively develop and coach direct reports on performance and career progression; identify training needs across the team and develop plans to address
• Work cross-functionally to help define and develop processes with a focus on driving efficiencies and streamlining touch points for clients
• Implement and maintain Customer Success departmental strategies
• Investigate and proactively drive solutions on escalations for issues
• Select, develop, mentor and promote Customer Success Manager’s in a way which provides consistency of engagement with core customers
• Maintain a work culture that is energized, motivated and creates a positive atmosphere for the Customer Success team
• Serve as a trusted, proactive partner to cross functional teams
• Discover, share and implement best practices and learnings across Customer Success team(s)
• Secure customer adoption of new capabilities within existing products and exposure to the launch of new products that best serve the customer's needs and objectives
• Assist in the development and implementation of processes around new capabilities within existing products and the launch new products

Preferred Experience

WHAT YOU'LL BRING
• 5+ years of experience (with at least 2 years of people management experience) within Customer Success or Account Management roles in tech companies or media agencies
• Bachelor's Degree Preferred
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Advanced Microsoft Office and/or G Suit skills
• Demonstrated ability to develop, mentor, coach and lead a team in organizing and prioritizing projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Solid understanding of the organization's business operations and industry. Demonstrated business acumen
• Demonstrated ability to comprehend, analyze, and interpret with excellent attention to detail
• Languages: fluency in English

• Nice to have:
o FMCG industry background
o Experience with Salesforce and Tableau
o French and/or Flemish

Benefits:
• 25 days paid holiday
• Hybrid working
• Flextime working policy
• Early finish Friday
• 50% Private healh care contribution for you and dependents
• Paid time off to work for charity, opportunities to grow & develop

About Shopmium a Quotient brand:
Shopmium is an award-winning mobile media and promotions platform providing FMCG brands with an innovative way to engage consumers and drive measurable in-store purchase, as well as valuable ratings, reviews and insights. Founded in Paris in 2011, Shopmium now operates across France, Belgium, UK and US. Visit: https://solutions.shopmium.com/en/ for more information. In 2015 Shopmium was acquired by Quotient Technology, Inc. (quotient.com) based in Silicon Valley, USA.

About Quotient Technology:
Quotient Technology is the leading digital promotions, media and analytics company that delivers personalized digital coupons and ads – informed by proprietary shopper and online engagement data – to millions of shoppers daily. We use our proprietary Promotions, Media, Audience and Analytics Cloud Platforms and services to seamlessly target audiences, optimize performance, and deliver measurable, incremental sales for CPG and retail marketers. We serve hundreds of CPGs and retailers nationwide, including Clorox, Procter & Gamble, General Mills, Unilever, CVS and Ahold-Delhaize USA. Quotient is based in Mountain View, California, and has offices in Salt Lake City, Bangalore, Cincinnati, New York, Paris and London, and Tel Aviv. Visit www.quotient.com for more information.

Quotient is an equal opportunity employer. We celebrate diversity, and do not unlawfully discriminate on the basis of race, color, national origin, ancestry, creed, sex, gender, sexual orientation, gender identity or expression, age (40 and over), religion, political affiliation, citizenship, disability, marital or registered domestic partner status, veteran status, legally protected medical conditions, or any protected category prohibited by local, state or federal laws.

Additional Information

  • Contract Type: Full-Time
  • Location: London
  • Experience: > 5 years
  • Possible partial remote