Customer Success Manager

Job Description

THE COMPANY

With offices in Brighton and Skopje, Sopro provides sophisticated digital marketing services to hundreds of businesses, from innovative start-ups to global brands.

Sopro revolutionised prospecting when we started ten years ago, and we continue to operate at the cutting edge. Our technology, data, processes and people mean there’s nothing quite like Sopro.

We’ve evolved from our initial focus on email prospecting, and we now offer a fully managed, totally synchronised, sales engagement service.

Our relentless focus on innovation makes it an exciting time for our clients, and our staff. Sopro is committed to providing an inclusive, rewarding and fun place to work, and in 2021 won Best Place to Work at the UK Business Awards.

THE ROLE

As part of our Customer Success team, you will be primarily responsible for building relationships with each of our clients, understanding the details of their offering, formulating agreed campaigns, demonstrating scalable and repeatable success, and proactively suggesting campaign improvements.

With a commercial hat on, on this role you will support, revitalise, build, and make amazing our approach to client relationship management.

Key Responsibilities

• Ownership of a portfolio of new and existing clients, with responsibility for building strong client relationships and ensuring our clients achieve success with the Sopro service.
• Plan, schedule and oversee key client communication points
• Understand our clients’ needs and business objectives and ensure Sopro delivers against them.
• Onboard new clients (post-sales) deliver best practice client training and ensure strong levels of client satisfaction.
• Analyse Sopro data to draw conclusions, optimise our campaigns and make our clients even more successful.
• Understand then shape our approach to better develop, diversify, and grow client accounts.

About You

• Experience of building trust and developing B2B client relationships
• Superb communication, interpersonal and teamworking skills with confidence to communicate at C-Level.
• Excellent influencing and relationship building skills.
• Highly organised
• Strong analytical ability to draw insights from data and identify opportunities.
• Creative problem solver who insightfully anticipates customer needs and proactively addresses them.
• Self-starter attitude with ability to work well independently and self-manage workload effectively.
• Understanding (previous experience in Marketing) would be considered as an advantage!

About Us

We’re the people behind the prospects. For all the clever tech, what makes the Sopro service stand out is the people. As we like to tell our clients, we’re a team not a tool.

Our values permeate Sopro through our behaviours, not only as people but across the business. We invest in our people, their development, our products and our working environment. We are ambitious, not only as a business but by encouraging passionate and imaginative collaboration. We are people who are proud of our identity and celebrate each other’s successes, whilst giving back to our local communities. We are open and transparent, with our clients and our people – each team member has a voice, and we ensure it is heard!

What We Offer

At Sopro we invest in our people – they are what makes our company great and we work hard to make sure that everyone feels like a valued member of the team. Some of the perks we offer:

• Career progression plan – Well-structured career progression path supported by regular 360-degree feedback.
• Company profit sharing – We believe in sharing in our success, as such we’ll reward your loyalty by sharing 10% of the company’s net profit with employees.
• 25 Days Annual leave - We recognise that annual leave goes way beyond being a ‘perk’, it’s a health and wellbeing essential, which is why we offer 25 days annual leave plus bank holidays. 25 days not right for you? You also have the option to buy/sell holiday.
• Health Cash Plan (reclaim costs for dental, physiotherapy, osteopathy and optical care)
• A range of tax-efficient salary sacrifice schemes including, electric vehicles, Cycle2Work, childcare and groceries
• Financial wellbeing platform - access to financial advisors and a range of retail discounts
• Learning and Development – A learning platform to encourage you in personal and professional growth additionally supported by mentorship, external training, and certification when needed.
• Hybrid working - 3 days from home, 2 days in the office, and if you want to come every day – you surely can!
• Wellbeing package adapted to the needs of our people. Regular sports, social activities, and lots of healthy snacks.
• Your work matters – We have an open door policy and value your opinion. Ideas are heard and genuinely considered.