• Customer Success Leader

    Job Locations UK-Berkshire-Reading
    Job ID
    2018-1340
    # of Openings
    1
    Category
    LMK - Sales and Business Development
    Position Type
    Full-Time
    Contract Type
    Permanent
  • About Us

    Landmark Information Group is a portfolio of leading property-related data and technology businesses at the forefront of innovation and thought leadership. It delivers award-winning solutions to estate agency, conveyancing, surveying, lender valuations, environmental consultancy, and Governments. Capabilities range from property search provision, expert opinion and interpretation to conveyancing case-management, floor-planning software, valuation modelling and a property listings portal. Clients are served through market leading applications and services that connect businesses, government departments and consumers together - reducing risk, creating transparency and saving both time and money for all parties.

     

    As the UK’s largest custodian of land, property and environmental data in the UK, using a combination of AI, machine learning and domain experts to provide marketing leading and trusted interpretation. Our data and backed by technology innovation and entrepreneurialism, making Landmark uniquely placed to lead the next wave of digital transformation in the markets we are passionate about.

    The Opportunity

    The Customer Success Leader will create a focus and culture of customer success across the organisation, setting out strategies, programmes and initiatives that ensure customers are at the heart of every interaction.   In addition - ensure customers understand and realise the maximum value from using our products and services, through a rounded value proposition for each customer segment which ultimately lead to increased retention, revenue growth, evangelism and advocacy.   This role is 20% commercial and 80% customer value ie there is a link between this role and the commercial outcome of the business.

     

    The role will involve:

     

    • Build a deep understanding of our customers’ businesses, their needs and challenges and of the company’s products/services and value proposition
    • Understand the end to end customer experience and identify the key triggers for customer success activity.
    • Lead the field-based Customer Success team (product/domain experts) and ensure appropriate allocation of resource for optimum coverage based on priorities. Accountabilities here will be for customer on-boarding, continued professional develop sessions, product value positioning, clients at risk, supporting sales activity by demonstrating the value of the company’s offering.
    • Proactively monitor the customer base and identify at risk customers through a series of management information/KPI’s and feedback mechanisms; work closely with the Sales and Customer Service teams to develop action plans to address issues, creating win:win outcomes to restore customers to full satisfaction.
    • Be a customer champion within our business, challenging anything which goes against this culture, agreed processes, coverage/contact models etc.
    • Work with marketing and sales to ensure the value proposition is appropriately communicated/ disseminated internally and externally

    About You

    We are looking for confident, commercial and professional individuals who have:

     

    • Previous experience in a Customer Success/Relationship Management role
    • Previous experience of defining the customer value proposition.
    • A proven track record in management/leadership.
    • Knowledge of Salesforce CRM Software
    • An understanding of the legal customer would be an advantage
    • Proficient IT, analytical and problem-solving skills
    • Excellent organisation and time management skills
    • Exceptional negotiation, written and oral presentation skills

     

     

     

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Register With Us!

    If you can’t find the opportunity you are looking for, or now is not the right time for you to apply for a position, you can register your details with us here