Customer Success Manager (1 year FTC)

Description

The Business of Fashion is seeking a motivated and passionate Customer Success Manager to lead Customer Success and grow its B2B partnerships across both BoF Careers and BoF Professional. With your skills in management, client service and account management, you’ll help BoF to continue to grow our global B2B partnerships, managing a team of two Customer Success Associates. This is an exciting opportunity to join an incredible team with the overall goal of becoming the global leader in the market for professional content and recruitment for the fashion industry. This is a one year, fixed term contract.

Who Are We?

The Business of Fashion is recognised around the world for its authoritative, analytical point of view on the global fashion and beauty industries. Our mission: to open, inform and connect the global fashion and beauty industries.

Serving members in more than 125 countries, The Business of Fashion combines independent, agenda-setting journalism with practical business advice, online learning, career-building tools and immersive events, powering positive change in fashion and the wider world.

Over time, our pioneering approach has made BoF the fashion industry’s leading source of business intelligence, and one of its most respected and influential voices, simply because you won’t find BoF’s original reporting, analysis and advice anywhere else. The Business of Beauty brings the same kind of agenda-setting coverage to the beauty and wellness space. Today, our talented team of correspondents, editors, analysts, engineers, designers, marketers and more numbers more than 100 people in London, New York, Paris and Milan.

Commitment to Diversity

BoF is committed to building a diverse workforce and we are proud to be an Equal Opportunities employer. All applicants and employees receive equal treatment regardless of race, nationality, ethnic or national origin, religion or belief, sex or sexual orientation, gender, age, disability, marital or civil partner status, pregnancy or maternity.

Commitment to Inclusivity

BoF is committed to building an inclusive environment where everyone can bring their authentic selves to work and reach their full potential within their roles using a growth mindset. We are committed to creating an inclusive culture for our employees globally.

Commitment to Accessibility

BoF is committed to providing an accessible environment for all applicants throughout any stage of the recruitment process, by removing any barriers to ensure we offer a process that gives all of our applicants an opportunity to shine.

We will work with you to understand what adjustments you may need in the recruitment process to ensure you are able to perform at your best and we want to create a safe space to support this. Should you require any particular adjustment to be made, please let the Talent Specialist who is managing your application know when you are contacted for an interview, so we can consider how best we can support you with this. 

What We Need You To Do

As an integral part of the BoF Commercial team, you’ll work closely with the Customer Success and Business Development team and other key stakeholders to drive the sales process for new B2B partners and to ensure that existing B2B partners maximise their usage of and value from the service.

In being successful in this role, you will:

• Lead Customer Success for both B2B BoF Professional and BoF Careers accounts globally.
• Manage two Customer Success Associates, both in London.
• Provide successful client on-boarding and account management of B2B Partners.
• Ensure maximum client satisfaction and platform engagement with the BoF Careers and BoF Professional services.
• Develop and manage a client outreach programme.
• Support product marketing activities to educate clients on product usage and solicit feedback from clients regarding the product roadmap.
• Develop and deliver regular performance updates for clients and senior management.
• Ensure the smooth delivery of the BoF Careers and BoF Professional services.
• Liaise with our international teams to ensure alignment and the sharing of best-practice and client feedback.
• Project manage digital and in-person events for Content Strategy on BoF Professional and employer branding partnerships for BoF Careers.

Who You Are

You are a passionate customer success manager, with a background in customer success and management. Entrepreneurial, and thriving in fast-paced environments, you’re passionate about what you do, with a meticulous eye for detail and a high sense of urgency.

Outside of that, you will have the following skills that will help set you up for success:

• Experienced Customer Success Manager.
• Outstanding customer service and problem-solving skills.
• Client-focused attitude.
• Personable, approachable, responsive and enthusiastic.
• Strong communications skills, both written and verbal.
• Well organised, with attention to detail, and the ability to multitask.
• Results oriented, able to prioritise in a fast-paced environment.
• Reliable and consistent.
• An interest in, and knowledge of the global fashion industry.
• Good interpersonal skills and the ability to build professional relationships naturally.

You’ll Know You’re Successful When…

• The Customer Success team is motivated and providing the best possible customer experience
• New B2B partners are on-boarded efficiently with high levels of customer satisfaction.
• Current B2B partners are effectively account managed with high engagement on both BoF Careers and BoF Professional.
• The Commercial team is achieving a high renewal rate on their B2B Partners based on revenue and seat numbers.
• You are working well with the business development team, helping existing partners and the success of our team goals.