AddressAt Mintel, we are only successful when our clients are successful, receiving value from our service, and continuing to partner with us on a recurring basis. Mintel has an industry-leading retention rate and the Client Success team supports our portfolio of customers in achieving their commercial objectives by ensuring Mintel's market leading data and insight is applied to its full extent.
With over 1,200 subscription clients and a 15-year history of double-digit year-on-year revenue growth, it is more vital than ever for our Client Success team to be passionate, innovative and proactive about by providing best-in-class levels of service through the whole client lifecycle of onboarding, product adoption, value-led engagement, advocacy and retention.
Key Responsibilities:
The Client Success Manager will be working in a dynamic team, partnering with sales and collaborating closely with Insights and Product Development. You will be responsible for providing the best in class support to our client base in the EMEA region, both in English and Italian, maintaining and continuing to grow Mintel's industry-leading client satisfaction and retention rates:
With Mintel clients:
Uncover and activate against client business objectives, showcasing the value of Mintel solutions at every interaction. Interactions may include:
Delivering advanced training of Mintel products to showcase how Mintel data will support clients in their role or departmental goals.- Proactively communicating with clients about the most relevant product features/insights for their specific business needs. Responding to client briefs and preparing analysis to bring data to life using pre-published syndicated content.
- Presenting syndicated content to clients in an interactive and confident manner in order to show how the insights can be valuable for their business objectives.
With Mintel internal team:
The Client Success Manager will be working in a dynamic team, partnering with sales and collaborating closely with Insights and Product Development teams. You will be responsible for providing the best in class support to our fmcg client base in the EMEA, focusing on the Italian market, both in English and Italian, maintaining and continuing to grow Mintel's industry-leading client satisfaction and retention rates.
Partner with the Account Directors in the region to ensure we manage all accounts effectively and deliver client engagement plans together.
Track account health to identify churn risk and work actively to eliminate that risk.
Function as a client advocate in internal discussions; provide internal advice to sales, product development, content and marketing on new applications for our products and how we can better serve our clients.
Contribute actively to regional and global Mintel working groups, bringing client feedback and insights to ensure a client-centric approach to new product and service development.
Act as a mentor for junior team members to ensure smooth execution of Client Success activities.
Translate client usage and feedback into actionable insights and ideas for new training materials and service activities.
Efficiently logging all service activities on our CRM system including collating detailed feedback following client engagement.
Successful Candidates will need to have:
- 1 years+ experience gained in a B2B research or commercial environment.
- A track record of delivering value to complex clients with large employee bases, an understanding of value drivers in recurring revenue business models, and a passion for driving revenue and growth.
- Highly developed analytical skills, able to quickly interpret a wealth of information from different sources to build compelling stories with a commercial conclusion
- Advanced standard in the use of Microsoft Excel and PowerPoint.
- Fluency in written and spoken English and Italian with first class communication skills. This includes being totally at ease on the telephone or face to face with clients at a variety of levels.
- Proven organisational skills and ability to multitask and prioritise/manage a heavy work flow.
- A solution-driven and results-focused attitude. Having the right attitude based on enthusiasm, ambition, and a positive outlook, should all be characteristics you cherish and display.
- Flexibility to travel regularly within the region to meet with clients.
We find that people who are a good fit for this role typically possess these characteristics and experience:
- Client-focus: You have the best interest of the client in mind and you are willing to find the best solution within the different Mintel service capacities.
- Humble: You are humble, yet confident. You appreciate all of the success you and Mintel achieve is because of the team effort. You willingly admit when you need help, and you know how and when to utilize the resources and people around you. You are also willing to share your own knowledge for the benefit of the team.
- Communicator: You have professional verbal and written communication skills, and can adapt your communication style to suit each client and internal business partner.
- Data-driven: You have familiarity with understanding data and can draw compelling conclusions.
- Committed to Personal Growth: You are committed to continuous learning and growth, constantly pushing yourself outside of your comfort zone to develop your skill set.
- Proactive and Adaptable: You are willing to challenge processes, try to find alternative solutions and show flexibility to existing problems.
- Languages: You are fluent in Italian, as well as English.
