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    Specialist, Implementation - London, United Kingdom - Launchmetrics

    Launchmetrics
    Launchmetrics London, United Kingdom

    1 week ago

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    Description
    The Customer Success Specialist will be responsible for the relationship with our customers.

    This role is responsible for managing key client relationships and ensuring client adoption, satisfaction, and retention across the board, ensuring the successful set-up and kick-off for new clients and paving the way for solid system adoption.

    Ensure that appropriate client contacts, documentation, reviews and projects, and risk are added to Gainsight and is kept up-to-date regularly.

    Lead regular account reviews with clients to ensure proper usage of the system, maintain communication on updates.

    Gather local client feedback and deliver feedback to product teams and to help prioritise projects and shape product roadmap.

    Anticipate and monitor dissatisfied accounts and ensure problems/issues are dealt with swiftly and appropriately.

    Complete all client follow-up training and adoption activities as well as system updates and changes to ensure renewal and growth.

    Identify opportunities for upsell and cross sell and nurture them through to handover to the sales team.
    Evaluate and document implementation plans and specifications. Project-manage incoming client requests alongside product, acting as the voice of the client.
    Bachelor's degree or equivalent experience in business, or related field.
    Minimum 2 years previous experience in Customer Success or another related role.
    Excellent interpersonal skills for phone troubleshooting and writing skills through email.
    Experience with delivering on-site training and webinars.

    A BOUT THE CUSTOMER SUCCESS TEAM
    Our success is our customers' success.

    Our mission is to provide the best client experiences through meaningful partner relationships that showcase the Launchmetrics' value of creating efficient, impactful, and measurable brand experiences.

    Meet & Greet
    # We're a company that prioritizes people, fostering a relaxed yet dynamic atmosphere. When you become part of our team, you'll have access to growth and advancement possibilities, including a learning and development allowance, a benefits package tailored to each location, and flexible work arrangements, along with support for establishing your home office and other perks.
    Launchmetrics is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce.

    If there is anything extra we can do to help you feel at ease during your interview process, please let the PeopleOps team member you'll be meeting with know.

    #
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