Customer Success Manager

Our Customer Success Manager will be the main point of support in day-to-day Customer Success team's tasks and duties. 

The is a hybrid (4 days in the office) role.

About us

Visual Data put some of the world’s favorite TV shows and films in front of audiences - in every continent and on every screen.  We deliver thousands of hours of premium content to platforms and broadcasters on behalf of international distributors and content owners.  We combine fantastic people and the latest technology to ensure we get it right every time.

About the Team

The VIDA department provides personalized white-glove Technical Onboarding for new customers to ensure their success as they begin their content management journey with us. Our Clients’ Success team play a critical role in the overall customer integration process, guiding them through technical enablement sessions ranging from operational analysis to high-level advisory services such as education on the VIDA platform and best practices.

About the role

The role includes managing the end-to-end migrations to the VIDA platform, by communicating effectively with colleagues and external stakeholders to understand clients’ needs and requirements. Developing customer relationships with existing and net new customers in the transition period, making sure their journey with us is successful.

Person specification

The ideal candidate will be:

• Available immediately
• At +2 years of previous Customer Service experience is highly advantageous
• Must have attention to detail
• Strong administration skills
• Ability to demonstrate clear and concise communication skills
• A team player who enjoys working toward a common mission
• Good personal skills
• Inquisitive and proactive in learning new requirements as necessary
• Good time management
• Analytical thinking and troubleshooting
• Skilled in Excel
• Billing experience highly desirable
• Media/post-production experience
• Experience in projects is advantageous.

Educational Background:

• Minimum one A-Level above C in Physics, Mathematics, Chemistry, Computer Science and/ or Degree 2:1, BSc, BEng.

Working hours:

• 9am to 6pm
• Hybrid working available.

Role and responsibilities

General responsibilities:

• Onboard New Clients
• Support the Customer Success team
• Proactively track and support the successful client experience process through, from a customer’s initial enquiry to successful implementation
• Ensure customers have a brilliant customer experience through proactive and thoughtful communication
• Help to troubleshoot potential issues
• Collaborate across multiple teams to ensure the best possible outcomes through an agile approach
• Maintain documentation
• Work on ad-hoc projects when required
• Provide holiday cover.

Net new & Existing clients:

• Develop healthy Customer Relationships with allocated customers
• Evaluates and analyzes customer needs
• Software demos
• Builds trust and transparency with clients
• Acts as a customer advocate
• Communicate and demo new features to allocated customers
• Encourages customers to upgrade their products
• Promotes customer loyalty.

Billing duties:

• Send billing information and account updates
• Sort and track incoming payments
• Address and resolve client questions and issues relating to invoices
• Provide regular, accurate reports of billing data.

Benefits

• 25 days of annual leave within a full year + bank holidays
• Group Life Insurance
• Employee Assistance Programme – YuMatter
• Health Cash Plan
• Shopping Discounts and Cash Back offers on a wide range of retailers
• Aviva Group Pension.