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Senior Customer Success Manager

About The Role

We at PEI Group are looking for a Senior Customer Success Manager to join our welcoming, diverse, and growing team based here in London. The successful candidate will develop the service framework that will deliver an exceptional customer experience across events and networks and manage the team responsible for executing the plan that will result in high customer satisfaction and retention. Responsible for data collection, analysis and delivering customer insight across the business. Developing the customer continuation strategy in line with PEI’s membership model and to support the renewal goals and PEI’s business objectives.

Key accountabilities include:

Manage the Member Relations and Customer Services teams in a way that combines the customers’ goals with the business’s goals to form a cohesive, data-led, and customer-informed process.
Responsible for management of the Member Relations and Customer Services Team and the structure, roles and responsibilities. This will include expanding the global team, create and manage team goals, KPIs and processes, and lead the team towards driving value for customers
The Senior Customer Success Manager will have a hands-on approach, keeping a close relationship with noteworthy accounts and demonstrate a strong commercial, business development approach to customer success. Key outcomes will include driving value for both the customer and supporting PEI’s business goals to grow share of wallet and lifetime customer value (discovery, upselling, cross selling, continuation and cultivating a customer experience that drives ‘forever transactions’)

Your main responsibilities will include:

Leading the Membership and Events Services Team, from building out the department to developing it for scalable and sustained growth, with the people, processes, and strategies optimized in a customer-first manner.
Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within their team.
Data hygiene and governance: Creating an optimized & data-led model of the customer journey, making sure all internal stakeholders are aligned on it. Work with the Head of Business Planning and Operations, Product and internal data teams to ensure the process for collecting customer data is optimized and that everyone uses the same data sets.
Determine and measure the metrics, health scores, and KPIs relevant to each account and/or customer type. Devise the process for tracking and reporting these metrics and ensure the CS team is tooled up to track and report on their own accounts.
Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.
Managing team’s OKRs and KPIs with the goal of encouraging productivity and performance and rewarding customer-goal and business-goal achievement.
Relationship management across the entire Membership and Events Services Team, helping others on the team maintain and improve customer relationships.
Oversee all inbound and outbound communications with registered event attendees, including timely updates to delegates and members, ensuring prompt resolution of inquiries and coordination with other departments as needed and sales leads distributed where appropriate and working closely with the lifecycle and engagement communications team.
Manage high-volume online event ticket orders, including liaising with the credit control department on processing of invoices, cancellations and credits.
Maintain accurate records using the CRM system, ensuring data integrity and providing pre and post conference breakdown of delegate numbers and revenue
Collaborate with the Events Logistics and Membership teams to develop and manage the event networking app, including attendee imports, login reminders, and addressing app-related queries.
Lead onsite event customer services as it relates to attendee registration, resolution of registration issues, and real-time management of new attendee entries.

About You

Requirements

Qualifications & Experience:

A seasoned people manager with a minimum of 5 years of experience working as a Customer Success Manager, leading a customer success team with proven performance and specific revenue goal achievement.
A deep understanding of subscription business models, with knowledge of successful engagement and renewal models.
Business development knowledge and, ideally, experience growing a business.
Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.
Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
Advanced IT&C knowledge and capabilities and ability to learn new software tools on the job.

Personal Attributes:

Curious and innovative.
Outgoing, dynamic and social.
Strong collaborator and team-centric
Keen to bring people together and make connections.
Ability to be a champion of change and best practice, and bring a flexible attitude to a growing and evolving proposition
Cares about metrics, KPIs and feedback.
Keen to learn more about the world of alternative investments and private markets and the people who operate in them
Self-driven, ambitious, and able to use own initiative.
Comfortable and confident to network.
Enthusiastic, career driven, eager to progress.
Confident in using own ideas and creativity to make a difference.
Passionate about learning and about professional development.

PEI2

About Us

Who we are:

PEI Group is a subscriber-focused business intelligence company. With our multi-talented global team of over 490 people, spread across EMEA, USA & Asia, our purpose is to inform and connect investment professionals across global, specialised markets. We identify specific high growth, high value investment sectors and themes where deep insight, strong market relationships and active capital flows are critical for success.

What we do:

PEI Group provides industry-leading journalism, data, and market insight to subscribing clients via a wide portfolio of specialist brands supported by our robust and scalable digital publishing, analytics, and database platform. We also track the firms and individuals who shape markets and bring client-communities together to enable knowledge sharing, profile building and relationship development through professional networks and events. Wherever our markets are active – in New York, Los Angeles, Tokyo, Sydney, Hong Kong, Singapore, London and elsewhere – PEI is hard at work examining crucial market forces and shifting investment themes, identifying active investors and their capital allocations, and scanning ahead for regulatory changes, new compliance requirements and other risk factors.

At PEI we value diverse talent and welcome applications from everyone – regardless of background. We are an equal opportunity employer and our inclusive culture at PEI is reflected in every stage of the recruitment journey. Please inform us at initial stages of the recruitment process if you require any reasonable adjustments and we can accommodate this.

PEI Group supports flexible working arrangements, and we welcome career returners.

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