Client Success Manager, Customer Experience - FTC- Customer Experience; FTC

Building on several years of growth, Ipsos has ambitious targets for the future. The CX Service Line has an enviable client list, award winning programmes and as industry recognised leaders we are driving change both in Ipsos and the wider CX world.

The Client Service team holds the overall relationships with clients across our accounts and includes a combination of Insights, Professional Services and Client Success specialists. Client Success at Ipsos CX is all about getting the best out of the CX technology platforms we use for many of our client programmes.

As a Client Success Manager, you will be responsible for leading on some Success work streams and supporting on others, including the design, set up, specification, execution and delivery on varying sized projects across sectors which could include Telco, Retail & Fashion, Hotels & Hospitality, Auto, Financial Services +++ . You will support more senior team members to ensure that client requirements are effectively translated into product / feature recommendations and platform and programme design.

This role is offered on an initial 1 year fixed term contract and offers hybrid working with 3 days in the London office and the rest from home.

These are the types of things you can expect to be doing during your day to day, although as Ipsos is a dynamic organisation , this may vary as different opportunities arise:

• Work across several different clients, communicating directly with clients to deliver the day-to-day programmes successfully, across a variety of project types and industries. These could be ongoing programmes or setting up new ones from scratch.
• Overall, ensuring we translate client requirements effectively, delivering best practice technology usage, including work streams such as dashboard design, new functionality, hierarchy design, sampling, user setup, troubleshooting and writing and delivering training for clients (note there is a platform services team who actually implement platform elements).
• Own Success work streams such as a new dashboard, role or piece of functionality including communicating directly with clients on an ongoing basis
• Own reporting specs for dashboard reporting and for additional platform functionality with input from directors. Oversee dashboard issues with input from more senior team members when required.
• Own creating client facing materials for and presenting new Client Success ideas to clients e.g. what Social could look like, with RD/ AD/ RM support
• Lead on some platform related materials and delivery, e.g. project playbook, training guides etc and any fieldwork elements such as stakeholder interviews
• Work collaboratively alongside our other functional specialisms - Project Management, Insights and CXPS and Platform Services - to deliver on your programmes, and help to upskill other team members’ knowledge.
• Input into and lead on some elements of regular strategic client reviews, supporting on managing and driving the overall client programme roadmap
• Commercial drive to identify opportunities for Growth, contribute to proposals and costings as well as monitoring profitability, scope and driving efficiency
• Seek opportunities to work collaboratively for the benefit of the company as a whole. This could be across specialisms, product lines and geographies.

• Proven experience of delivering on client needs and making an impact with the clients you have worked with, either in-house or at an agency or tech provider
• Proven experience of managing client relationships as a key point of contact across the full programme lifecycle
• Experience in working with, designing, implementing and managing CX programmes, with experience utilising CX technologies (SaaS). You must have worked previously with either Medallia and/ or Qualtrics
• Strong numeracy skills and attention to detail, excellent time management skills and able to work across multiple projects or tasks
• You have a good understanding of research methodologies and a passion for customer experience
• You are proven as a safe pair of hands, having built up trust with those you have worked with previously
• You have a high aptitude for technology and have…