Job Role: Customer Success Manager
Location: Hybrid – Wokingham
Salary: £26k-£30k + bonus

About Kaleido Intelligence

Kaleido Intelligence is a specialist market research and consulting firm working within the financial and telecoms sector. We’re based in the UK but our reach and activity are very much international.

We’re an expert team of researchers, well experienced in helping clients through a range of research solutions including strategic insight, competitive intelligence, trend analysis, market sizing and forecasts, marketing support, product strategy and advisory services.

A young and rapidly growing firm boasting over 30% year on year growth over the past 3 years, Kaleido already receives global recognition and trust from the world’s largest companies, frequently speaking at industry events to inform thorough and unrivalled insights.

We believe in enabling others, both for our clients and those who work for us. Working for Kaleido is a chance for you to help inform an exciting industry, grow your knowledge of the telecom sector, be part of a fun, enthusiastic team and be in charge of your work/life balance.

The Role

This role entails leading sales efforts for Kaleido and its research partner, Mobilesquared.

You will be the main point of contact for your clients, providing a consistent and highly professional service, and seeking to create an outstanding customer experience at every opportunity.

You will be managing a diverse portfolio of clients and liaising with other members of the team to ensure weekly reporting on client accounts is completed to the highest of standards and in a timely manner.

You will form long-lasting relationships with your clients and help them achieve their goals through a programme of regular touchpoints. Long-term, you will help to nurture client accounts through developing a deep understanding of their business and their goals, and how our products can be developed and customised to align with these.

You will proactively feedback crucial client account information to the sales team and senior management, to assist with customer retention, strategic account growth, and upsell opportunities.

This is a new role and would be ideal for a candidate who is a self-starter looking to expand their responsibilities, maximise new opportunities, and be a reliable team player in a fast-growing company.

Key Responsibilities:

• Engaging with clients to understand their needs and identify new opportunities.
• Acting as the primary day-to-day contact for a portfolio of clients
• Troubleshooting any account operational issues via customer’s data dashboard.
• Proactively escalating actions to sales, management or data teams when appropriate.
• Providing timely reporting to sales and senior management on account opportunities and challenges.

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post. Job descriptions will be regularly reviewed to ensure they are an accurate representation of the post.

Personal Attributes:

Previous experience in sales is essential for this role.

• A background in customer care, customer account management or sales account management.
• A minimum two years’ experience in a relevant role.
• Experience using CRM platforms or reporting tools.
• A proven ability to manage projects with multiple stakeholders
• A can-do attitude, and willingness to learn how to use our data products to a good standard to be able to assist clients with data queries.
• Interest in the telecom sector. Previous working experience in the telecom sector or data analytics is desirable but not essential.
• Enthusiastic, self-motivated and confident.
• Organised, productive, and able to meet targets consistently.

Skills:

• Excellent computer skills with hands-on knowledge of Microsoft Word, Excel and PowerPoint.
• Knowledge and use of CRM systems e.g. Hubspot, Active Campaign etc
• Ability to demonstrate software.
• Strong interpersonal skills and the ability to build rapport.
• Excellent presentation skills.
• Articulate, with excellent communication skills – both written and verbal.

Logistics & Benefits:

• Full-time, Permanent
• Hours: 37.5hrs per week, with flexibility in how this is managed as long as you are able to meet your work commitments.
• Generous holiday allowance.
• Healthcare plan and Life Assurance.
• Kaleido offers a bonus scheme for employees.
• Hybrid role of home working and office based.

How to Apply?

If you would like to apply for this role, please email your CV to our team at [email protected].

No agencies please.