Customer Success Executive

emap is a progressive content, subscription & networking business. We connect influential people and organisations to a high-value network of decision-makers, data and ideas through our industry-leading business to business brands.  

 

In this role you will talk to some of the most important professions in the UK – nurses, building contractors and engineers and local government leaders. You will represent some incredibly well-known brands that have been providing invaluable information for hundreds of years – Nursing Times, Construction News, Local Government Chronicle, New Civil Engineering and Ground Engineer.  

 

The purpose of this role is to ensure that we are providing an amazing service experience and a great product for our subscription customers. As a Customer Success Executive, you will help customers that have just purchased a subscription for the first time. By ensuring new and existing customers are getting the most from their subscription you will increase the likelihood they renew their subscription. You will also identify companies that could add more staff to their subscription. You will be in regular contact (at least once a quarter) with customers making sure they are as satisfied as possible with the subscription they have bought.  

 

You will always be looking for ways to get our customers to regularly read our content online. You may do this through regular calls with the customer, emailing the end users with relevant content they may not have seen and showing best practice to the customer including how other customers are encouraging staff usage.  You will work closely with the marketing team, using data to look for customer champions or those that are hardly using their subscription. Over time, you will also be able to take on the responsibility of renewing selected accounts, plus looking for opportunities to increase the number of licenses a customer has purchased. 

 

Getting our corporate subscriptions customers to use their subscription as much as possible is incredibly important – happy customers continue as customers and can become bigger customers. Your role in delivering a successful and growing subscriptions business will play an important part in enabling us to continue to provide essential information to these professions that matter to all of us.  

 

You will work very closely with the subscriptions sales manager and editors to develop and execute the subscriber engagement and retention strategy.  

Key Accountabilities 

  • Onboarding and training, increasing adoption, ensuring retention, and ongoing satisfaction.  
  • Be the customer’s first point of contact.  
  • You are their advocate and champion and work directly with our product team to help improve CONE Publications. 
  • Help customers maximise the value of their subscription.  
  •  Apply high levels of quality customer engagement ensuring they reach success as soon as possible. 
  • A continuous approach to actively grow subscribers. 
  • Identify opportunities for growth by relaying information back to the sales team.  
  • Respond to support queries, provide answers and be the go-to guide. 
  • Management of CRM and other platforms related to delivering customer success. 
  • Help monitor customer health through available metrics and assessment and carry out follow-up actions as necessary. 
  • Help to identify and resolve challenges with product adoption encountered by our customers. 
  • Over time renew selected accounts as agreed with sales manager. 
  • Over time, sell additional licenses to customers where engagement is high. 

 

Qualifications and Experience 

  • Experience of corporate subscriptions customer success preferred though not essential 
  • Ability to work closely with other senior colleagues and achieve results through influence 
  • Educated to degree level or equivalent preferred though not essential 

Skills & Competencies 

  • An entrepreneurial spirit who is looking to have an impact on the overall success of the company  
  • An individual that is passionate and highly motivated to meet and exceed KPIs and targets  
  • Strong listening skills and ability to understand others’ viewpoints  
  • Possess a strong work ethic and relentless attitude to achieve success  
  • High levels of tenacity and desire to go above and beyond  
  • Open to a culture of innovation, professional development and collaborating with others in a team  
  • Ideally, educated to degree level or equivalent 
  • Importantly, an honest and transparent attitude to work and others   

Learning & Development:

 At emap, we believe that employee learning and development are the key drivers of our success. To ensure continuous growth and meet the ever-changing demands of the workplace, we provide an environment that fosters continuous development for our employees.

Our employees are encouraged to identify their areas of personal and professional development aligned with our strategic areas, including management development, health, safety & wellbeing, sales, events management, marketing strategy, editorial, and information technology. We have a structured framework designed to help equip our employees with the necessary knowledge, skills, and behaviors to excel in their job roles, contributing to achieving our organizational objectives.

To support our employees’ career development, we have designed specialized programs, as well as other stand-alone role-specific and generic courses, under the emap academy.

 

This exciting position is a full-time hybrid role. 2 days in the office, 3 days from home. This could change over time depending on business needs.

 

Benefits: emap is part of Metropolis Group. Together we are committed to providing a happy and healthy place to work, so we offer fantastic benefits and perks to our employees.

  • 25 days of holiday per year (with the option to buy or sell)
  • Health plan
  • Life assurance
  • Cycle-to-work scheme
  • Discounted gym memberships
  • Retail discount vouchers
  • Rail season ticket loans
  • Private virtual GP access
  • Pension scheme
  • Income protection and more
  • Continuous learning & development opportunities
  • Seasonal flu jabs on site
  • One paid volunteer day per year
  • Summer and Winter parties
  • Work from home during August
  • In-house Excellence Awards and other innovation projects

Privacy:  Metropolis Group respects the privacy of every person for whom we have personal data. We comply with data protection legislation such as the Data Protection Act 1998 and the General Data Protection Regulation which regulates the processing of data and ensures that your data is processed fairly and lawfully, is kept secure and only that data necessary for any processing is kept. You can see our privacy policy at www.metropolis.co.uk/privacy.

Diversity and Inclusion:  We are an equal opportunity employer and value diversity and inclusion.  All applicants will be considered for employment without attention to race, age, religion or belief, pregnancy and maternity, marriage and civil partnership, sex, sexual orientation, gender identity, national origin, or disability status.

How to apply: Please send your CV and covering letter. Due to the volume of applications, we receive, we are unable to give individual feedback at the application stage, however if you are successfully shortlisted you will be contacted within 10 working days of the closing date.