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Client Success Manager, Anz

2 weeks ago

Auckland City, New Zealand Mintel Full time

At 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. The focus of this role is to support the continued high retention rate of Mintel subscription clients by ensuring Mintel's market leading data and insight is applied to its full extent within our clients' business to support their commercial objectives. You will achieve this 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**:
Maintain and continue 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.
- Partner with the regional Account Directors to ensure there is a plan in place with each client by conducting regular check-in calls for tactical items and performing strategic business reviews for alignment of objectives and outcomes.
- Simultaneously manage multiple clients who are at different points on the account lifecycle.
- Maintain a deep understanding of the Mintel suite of products and how the usage of each can provide value to clients from a variety of sectors, verticals and departments.

With Mintel internal team:

- 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.
- 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.
- Work with Client Services teams across Mintel to identify and roll out best practices globally.
- 4 years'+ experience gained in a B2B research or professional services environment. A passion and knowledge for the world of FMCG is also highly desirable.
- 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 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 ANZ region to meet with clients.

**We Hope You'll Like Our**
- Culture that supports true collaboration whilst embracing remote working.
- Flexi-time working hours (start working between 8:00am and 10:00am).
- Blended (office/home) approach to work.
- Approach to personal development where we encourage individuals to grow and share what they've learned.
- Social events, both within the department and across the company.
- Generous annual leave and wider circle employee benefits.
- Additional one day off to celebrate your birthday.
- Membership in Employee Resource Groups (Mintel Diversity, Mintel Wellness and Mintel Gives).
- Giving back is part of our culture with this in mind, Mintel gives employee 2 days leave per year to join local volunteering activity organised by our Mintel Gives (where applicable).
- Mental health and wellbeing support via Modern Health App and Employee Assistance Programme.
- Beautifully designed offices to foster collaboration and fun.

Mintel is an equal opportunity employer that committed to the strength of an inclusive workplace.

**#LI-JY**: