Customer Success Executive

Job function
Sales & Client Services
Job type
Perm Full Time
Job location
Competitive market rate salary
Job ref

We're looking for a Customer Success Executive to join our team in London as part of our Client Services function.

Your team:  You will join our Global Customer Success team at WARC, sharing customer insights with the wider team and colleagues to support customer relationships and help in growing usage and renewal rate of our customers. 

Your Role:  You will be passionate about working with customers and learning to build effective relationships with key stakeholders. Your aim will be to learn to offer and provide world class customer service to our WARC customers.

You will work to ensure that our customers understand how to get the most value from their WARC partnership. You will become the first point of contact for customers accessing WARC, and getting recommendations from our breath of insights. You will grow to understand your customers needs and priorities - and how WARC can support them.

Key Responsibilities 

  • As the first point of contact for our customers you will work to engage with your customers through email, phone calls and meetings
  • Manage customers and customer relationships, tracking usage growth, helping with access to WARC, identifying new users, and working to train them so they understand how to use the system effectively
  • Supporting customers with identifying research on WARC to aid their projects, research or strategy
  • Meeting and exceeding your KPI targets on customer meeting activity
  • Sharing customer insights with the wider team and colleagues
  • Managing projects around team collaboration and sharing of resources, ideas and engagement strategies
  • Growing affinity, and usage of WARC with your customers, identifying and qualifying upsell opportunities
  • Ensuring retention of customers through excellent customer success management and collecting information to build the case for renewal - accurately recording insights on our systems, including Salesforce
  • Arrange and deliver engaging workshops with customers, tailored to their needs to ensure customers understand the value - and that it’s integrates into their business processes
  • You will be a connector, working hard to ensure people and projects are not inadvertently siloed or silenced

Your Experience

  • Desire to work in a customer facing role and customer oriented environment
  • Interest in the advertising, marketing and creativity industry would be ideal
  • Naturally enthusiastic and happy to speak with customers on the phone
  • An energetic, curious and can do attitude
  • Imaginative with a passion for storytelling and presenting your ideas
  • Strong organisational & multi-tasking skills 
  • Excellent attention to detail and able to work under pressure and deadlines

If you don't meet every single requirement, we'd still encourage you to apply. At WARC, we are committed to creating a diverse, inclusive and authentic workplace, so if you are excited about this role we would still like you to apply.

Who are we? 

WARC is the global authority on marketing effectiveness. We provide rigorous and unbiased evidence, expertise and guidance to help marketers navigate any challenges effectively. WARC services include 100,000+ case studies, best practice guides, research papers, special reports, advertising trend data, news & opinion articles, as well as awards, events and advisory services.

WARC operates out of London, Los Angeles, New York, São Paulo, Singapore and Shanghai to service a community of over 75,000 marketers in more than 1,300 companies in 100+ markets and collaborates with 50+ industry partners.

WARC is an Ascential company. Ascential delivers specialist information, analytics and ecommerce optimisation platforms to the world's leading consumer brands and their ecosystems. We help our customers to make smart decisions that improve performance now, and in the future.

With more than 3,00 employees across five continents, we combine local expertise with a global footprint for clients in over 120 countries. We are listed on the London Stock Exchange.

Why choose us?

At Ascential, diversity, equity and inclusion is core to us. We’re a company built around our people - and we’re committed to supporting each and every one of them to be the best they can be. We love having a diverse team of people who bring new ideas and different strengths and perspectives to Ascential. Our employee-led groups and networks, Ascential Pride, Black in Business and EmPower: An Ascential Women's Initiative, Shalom Ascential and Latinx, help us to create a place where communities and allies can connect and share experiences. 

We are committed to supporting the environment and sustainability, including ensuring our pension plan defaults to sustainable options and striving to be net zero by 2030. 

Recognising great performance is a key part of our culture. Our Awards schemes recognise and reward the brilliant achievements of our people. 

We have a truly flexible working environment with a wide range of flexible, hybrid and agile-working arrangements. Conversations about flexible working have always been - and will continue to be - actively encouraged here.

Our benefits and wellbeing package offers flexible benefits you can tailor to your own personal needs, including: 

  • 25 days of holiday per year  - with an option to buy/ sell upto 5 days
  • Pension, Life Assurance and Income Protection
  • Flexible benefits platform with options including Private Medical, Dental Insurance, Critical Illness and the Ascential Shares Scheme
  • Employee assistance programme, season ticket loans and cycle to work scheme
  • Volunteering opportunities and charitable giving options
  • Great learning and development opportunities.

We want to ensure everyone has the opportunity to perform their best when interviewing, so if you require any reasonable adjustments that would make you more comfortable during the process, please let us know so that we can do our best to support you.

If we inspire you, why not join and inspire us?  Find out more on what our People say