Customer Success Manager

Black Swan Data is a leading provider of data, software and consulting services for the consumer goods industry. Our technology uses AI and social data to power the insight and innovation capabilities of brands like PepsiCo, Kraft Heinz and Heineken.

We are a values-driven company that is committed to our people’s wellbeing and growth. We believe that our people are our greatest asset, and we want to create an environment where they can thrive.

Job Summary:

Reporting to the Director of Customer Success, the Customer Success Manager serves as a customer service cornerstone providing comprehensive customer support vital to their overall success. This Job includes building strong relationships with clients, providing product training and support, and ensuring timely resolution of issues.

The ideal candidate will be proactive in identifying opportunities for product adoption and usage optimization, while also serving as a liaison between clients and internal teams. Strong communication skills and a customer-centric approach are essential for success in this role. Core competencies include being:

1. Tenacious & naturally curious - You are constantly seeking new opportunities to learn and action the opportunities presented to you.
2. Adaptability to work in a scale-up environment with fast-growing clients
3. Can-do attitude – You are first to raise your hand to help, enjoy diving in, and never miss the opportunity to improve a process or make things better. Maintains positivity through ambiguity.
4. Storyteller – You can synthesize information to craft a cohesive, logical narrative across core use-cases

Key Responsibilities:

• Foster strong relationships with clients and their power users, delivery on promises and going the extra mile.
• Train clients effectively on our trend platform, simplifying concepts and linking our tool to their needs.
• Drive usage and adoption of our product within client organizations, using data-driven engagement strategies.
• Understanding and applying storytelling to clients utilizing data, knowing how to extract and synthesize data points that will be most meaningful to a client.
• Day to day client management tasks such as running meetings & setting agendas, preparing usage reports, delivering articulate presentations tailored to client needs, addressing client queries and sourcing help from other teams where needed.
• Network development & ability to find new sales opportunities to pass to account directors.
• Work closely with other members of our organization – product, datasets, insights – to be the voice of the customer, and championing their needs.

Requirements:  

• Experience within the market research industry, understanding the environment and client personas who utilize consumer insight data.
• Clear evidence of managing client relationships
• Experience of leading a training and onboarding program with clients, helping them utilize products and services.

We offer competitive compensation, a dynamic and collaborative work environment, and abundant opportunities for professional growth and advancement.

What makes a Swan?

We want people fanatical about creating innovative solutions inspired by data. We know Black Swan’s DNA is different, it’s what helps us find new perspectives on our clients’ problems. Working in a fast paced, energized environment, our bar is set high, and an ability to build long lasting partnerships both internally and externally is vital.

We have made a difference at our core and that is embedded in our values.

• We believe in long-term partnerships through transparency and honesty.
• We believe in leaving the world in a better place than we found it.
• We believe anyone can achieve great things. We do not put people in boxes.
• We listen more than we talk.
• We think 10% crazy is just about right!
• Most importantly, and because you spend 60% of your waking time at work, we believe you should enjoy it.

What We Offer?

Hybrid Working – 2 days in the office per week (Thursday being our whole company connection day in the office). Some roles will also be eligible to apply for 100% remote working.

Career Development - At Black Swan, we prioritise your development. We break new ground daily - and that provides every Swan with the opportunity to build career-defining skills and experience.

Working environment- Because you spend 60% of your time at work, we try to make it enjoyable! You will benefit from our global benefits: Share options, staff referral scheme, wellness day, development day, flexible working, internal and online training initiatives, volunteering opportunities at whiteswan.org.uk, birthday half day, social events, and a flexible leave policy.

Exciting Clients and Projects- We work with some of the world’s most pioneering CPG brands, and operate at the cutting-edge of our industry, solving our clients' problems with technology.

Talented Teams - We employ the best talent in the market – as a Swan you will be exposed to highly skilled and multi-disciplined teams across 3 continents.

We want to positively change the future through technology and the power of prediction. How about you?