13 Oct
Ascential Group
London
Job description
We're looking for a Senior Customer Success Executive to join our team in London as part of our Client Services function.
Your team : You’ll work closely with the wider team, in particular sales, product and marketing. You will be the dedicated Customer Success resource on eLearning but will sit as part of our broader Customer Success team for LIONS Intelligence, on which you will be able to lean for support and advice.
Your Role : You will be in charge of delivering best-in-class customer support for all students across our . As well as troubleshooting any access issues, you will also be onboarding students with a particular focus on key accounts,
driving student progress and course completion to ultimately deliver a great learning experience and a positive NPS.
Key Responsibilities
- Develop and implement best practice CS processes for onboarding, in-life and offboarding of clients and end users
- Monitor and manage the LIONS eLearning inbox, responding to inbound enquiries and sending onboarding and chaser comms as required
- Collaborate with other teams to align on key calendar moments for eLearning, to ensure we deliver the best experience possible for our students
- Foster a culture of collaboration, customer-centricity and psychological safety, within the direct team and the broader Intelligence community
- And more broadly, support on key initiatives within the broader LIONS Division, when it would be beneficial for the LIONS Intelligence portfolio to do so
Your Experience
- Organisational skills, working in the creative industries
- Good written and communication skills
- Strong commercial acumen
- Experience of working alongside other teams, key stakeholders and project leaders
- Ability to work on multiple tasks simultaneously
- Ability to design processes, troubleshoot technical and demonstrate problem solving skills
- Previous experience as a senior member of a Customer Success function
- A strong understanding of CS process and best practices
- Presentation and creative thinking skills, analytical and problem-solving capabilities, and the ability to work as part of a collaborative cross-functional team
- Proficient at communicating the reasoning behind your work and providing feedback to other
- Great client management skills, honed through experience working on end-to-end web and mobile products, whether B2C or B2B
If you don't meet every single requirement, we'd still encourage you to apply. At LIONS ,
we are committed to creating a diverse, inclusive and authentic workplace, so if you are excited about this role we would still like you to apply.
Who are we?
The LIONS brand is probably most synonymous with Cannes Lions, The International Festival of Creativity, the definitive meeting place for the global creative communications and advertising community.
It’s five days of inspiration, aspiration, unlimited magic and potential. The Festival has been championing creative excellence since 1954 with the goal of providing a global destination and the definitive benchmark for creativity that drives progress.
LIONS is going through an exciting time as it’s recently repositioned as The Home of Creativity,
supporting those in the business of creativity at every step of their journeys with an extended portfolio of new advisory, learning and intelligence services.
Our purpose is to drive progress through creativity for an incredibly diverse and talented global creative community.
You will join a team of change makers. The team’s purpose is to champion change to create the most powerful global creative community and drive growth for the brand.
LIONS is part of Ascential plc . Ascential takes the world’s leading brands to the heart of what’s next for their industries.
We do this through our events, intelligence products and advisory services. Our 700 people serve a global customer base from more than 100 countries in the large and growing Marketing and Financial Technology sectors.
Ascential plc is listed on London Stock Exchange.
Why Choose Us?
We strive for the highest standards in everything we do. But that’s not just for our customers. We want working for Ascential to be the best career move you’ve ever made.
Ascential is a people-powered company, and we’re committed to supporting each and every one of them. We publish an annual Diversity, Equity and Inclusion Report that sets out our goals, commitments and progress so far.
We invest in Employee Groups, empowering them to run educational events, support charities that they’re passionate about, and share experiences with colleagues.
These groups include Able to Thrive, Ascential Pride, Black in Business and Empower Women's Network.
And our inclusive recruitment practices and early talent programmes help us to bring curious, passionate people from every walk of life into our team.
We’re committed to ensuring that the impact of our business on our environment - and the communities we operate in - is a positive one.
That means making sure that each event we run is the most sustainable it’s ever been. We also default all of our pension plans to ESG options, so that our people’s savings are invested in ways that help rather than hinder our planet.
Helping people to connect and drive progress isn’t a business-only goal. We know that the world is a better place when we all lead with heart, supporting charitable causes that make a difference.
We provide opportunities to give back through Volunteer Days,
our Employee Groups and our charity partner, The Prince’s Trust.
We value output, not hours. Most of our roles ask for 1-2 days a week in your nearest office. But if that’s not possible for you, let’s talk.
Flexible work conversations are actively encouraged here, and always will be.
Only you know what’s most important to you. That’s why we offer benefits packages that you can tailor to your needs. These include :
- 25 days of holiday per year - with an option to buy / sell upto 5 days
- Pension, Life Assurance and Income Protection
- Flexible benefits platform with options including Private Medical, Dental Insurance, Critical Illness and the Ascential Shares Scheme
- Employee assistance programme, season ticket loans and cycle to work scheme
- Volunteering opportunities and charitable giving options
- Great learning and development opportunities.
We want to ensure everyone has the opportunity to perform their best when interviewing, so if you require any reasonable adjustments that would make you more comfortable during the process, please let us know so that we can do our best to support you.
If we inspire you, why not join and inspire us? Find out