Customer Success Team Manager; Americas

New York
Feb 26, 2014
Mar 28, 2014
Ms. Kirsty Devine
Full Time
Key Tasks
• Customer Success
o Deliver high quality and relevant training, presentations and demonstrations to existing Americas customers on FT products and services
o Provide the appropriate FT product and services related support to the Americas sales team in the provision of trials through training, presentations, customised alerts set up and telephone calls
o Gather feedback from customers and prospects and deliver to appropriate team – product, service, marketing, senior management
o Support the effective rollout of new customers to ensure that they are engaged with FT products and services immediately

• Team Manager
o Fulfil the requirements for Customer Success services in Americas through effective management of expectations and resources
o Agree, plan and deliver a strategy with the Americas Sales Manager and the Syndication Sales Manager to provide Customer Success services in support of their business
o Work with regional Marketing teams to provide support in the delivery of training documentation, case studies/testimonials, events and webinars
o Prioritise the team’s activity by focussing on the B2B business goals and objectives of driving new business and increasing renewal rates through engagement
o Use data to prioritise team activity and deliver regular reports to demonstrate effectiveness of the Customer Success team in Americas
o Lead, motivate and develop staff in the team through regular and effective coaching, mentoring, appraisals and communication