Customer Success Executive

We're looking for a Customer Success Executive to join us here at GWI. Not just any executive though. Someone ambitious and genuine, who works best in the midst of a collaborative and forward-thinking team. That's because as a GWIer you'll be immersed in the fast-moving world of data tech. We think big to make an impact, we zero in on what matters, we're not afraid to be real and we always show respect. Those values are what got us where we are today, and they're a big part of what we're looking for in you.

**About the job**:
This is an exciting opportunity to join a growing, cross functional team that operates smoothly to help us scale. As a key member of the APAC launch team, you will participate in the formulation and implementation of APAC wide strategies, while also supporting broader global operational initiatives and a key participant in GWI's success story.

You will join our Global Customer Success team; our goal for our clients is to make GWI the go-to research solution for all insight needs. The primary focus of this role is helping clients to realise value from GWI's product offering and supporting revenue growth across your book of business.

You will be joining the business during a period of rapid growth, providing a fast paced, smart and entrepreneurial environment from which there are opportunities to build, grow and develop at an unrivalled pace.

**What you'll be doing**:

- Working with our APAC Clients you will collaborate with the Global CS & APAC team to onboard and provide live chat support through Intercom(live chat) to our APAC users.
- Management of Intercom (our Live Chat). You will be tasked with ensuring that clients are receiving timely and helpful support across queries sent via Intercom.
- You will be our product and data expert, knowing the GWI platform inside out and having a comprehensive knowledge of the GWI data sets.
- You will lead relevant communication to users via Intercom and will partner with other departments (marketing, product, research) to plan and construct effective messaging campaigns.
- You will be the internal voice of the customer, ensuring that all client feedback is channelled through to the relevant teams. This may range from making improvements to the functionality of the product or helping to improve our Core data set.
- Run GWI training webinars to help new users understand how to make the most out of the platform.
- Consult clients on how to solve challenges / achieve desired outcomes with GWI.
- Help extract meaningful insights for projects/briefs that your clients are working on.
- Proactively create and send relevant insights to users to inspire the use of GWI.
- Own and manage user and account administration.
- Assess usage and other measures to accurately forecast risk across your accounts.
- Create plans with CSM and Account Managers to inform activity and grow revenue.
- Manage GWI trials across existing accounts to help drive user growth.
- Be the voice of the customer and channel feedback to relevant departments.
- Support the Product team with testing new features and in obtaining user feedback.
- Work with the research team on survey changes and custom studies.
- Keep Salesforce up-to-date by logging all activity and engagements.

**About you**

First things first, as a disruptor in the global market research industry, we haven't come this far without entrepreneurial spirit and a get-up-and-go attitude. So, if you think we'll see that in you, then you're already halfway there. Here's the rest of what we'd like you to bring to the table.

**The essentials**:

- Strong Analytical skills with a high attention to detail.
- Ability to bring stories to life and present with confidence.
- Genuine passion for working with people and helping others.
- Eagerness to learn, with a strong desire to progress.
- Team player, able to build strong relationships with colleagues.
- Natural ability to switch between different roles and wear different hats.
- Highly organised and able to juggle multiple tasks at once.
- Proven experience in a client-facing role
- Experience with using Salesforce, Intercom, and Mixpanel.

**Our benefits**:
Great benefits make a big difference. Not just to employees, but to the whole vibe of a business. That's why when you work for us, you'll enjoy a full spectrum of generous perks, rewards and office benefits - all in line with Covid-19 guidelines of course.
- Competitive salary and discretionary bonus
- 25 days annual leave (prorated)
- Flexitime and a great work-life balance (don't just take our word, check out Glassdoor)
- Allocated shares according to GWI's share scheme
- LinkedIn Learning and ongoing Learning and Development opportunities
- A range of discounts and freebies
- Commit a working day to charity each year
- Early finishes on a Friday
- Regular social activities, including free online yoga and team outings

**Who we are**:
GWI was founded with the knowledge that understanding your audience is really importa