Client Success Manager

Public Spend Forum specializes in providing deep market and supply chain intelligence tailored for public sector teams, suppliers, and investors. Our strength lies in unveiling emerging technology market trends, analyzing supply/demand intricacies, assessing risks, and guiding innovation, supply chain/procurement and investment decisions. Our unique blend of AI-powered analytics, backed by comprehensive market taxonomies and data, allows us to deliver actionable insights faster and more effectively than traditional research firms.

Goals of Client Account Manager

The Customer Success Manager plays a crucial role in ensuring that our subscribers and research services customers receive maximum value from their engagement with us. This role involves managing the customer relationship end-to-end, from onboarding to renewal, ensuring a seamless and value-driven experience.

Role Description

• Cusomer Onboarding and Training: Facilitate a smooth onboarding process for new Market Research Subscription customers, ensuring they understand and can effectively utilize our research, analytics platform and sprint services
• Customer Understanding: Develop strong relationships with customers, understanding their unique goals and needs, and ensuring we align our subscription and research services to deliver maximum impact and rapid results.
• Feedback Loop: Act as the primary point of contact for customer feedback, relaying important information to the research, data, and tech teams to drive improvements.
• Renewals and Upselling: Proactively manage the renewal process, identifying opportunities to provide additional services based on subscriber needs.
• Subscription Metrics: Monitor and analyze customer metrics, including usage patterns, subscriber engagement, and churn rates. Identify trends and create strategies to enhance subscriber satisfaction and retention.
• Issue Resolution: Address and resolve subscriber issues or concerns promptly, coordinating with the relevant internal teams.
• Collaborate: Work closely with sales, marketing, and research teams to ensure subscriber expectations are met and to identify opportunities for service enhancements.

Requirements:

• Bachelor’s degree in Business, Marketing, or related field
• Knowledge of market and supply chain intelligence a plus.
• A minimum of 3 years experience in a customer success, account management, or similar role, preferably in a subscription-based business.
• Exceptional communication and interpersonal skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Familiarity with Customer Relationship Management (CRM) systems and subscription analytics tools.
• Ability to work proactively and manage multiple accounts efficiently.
• Understanding or interest in emerging technologies and market research is a plus.

Public Spend Forum offers competitive benefits and is an equal opportunity employer.