Who we are…
GlobalData is a specialist information services business on a mission to help our clients decode the future, make better decisions and reach more customers. Using our unique data, expert analysis and innovative solutions we deliver intelligence on the world’s largest industries for companies, government organisations and industry professionals.
We began our journey in 2016, by combining a diverse range of specialist information services companies, with decades of trusted customer relationships and deep sector specialisms. Today, we operate as a single company and one fully integrated platform, with more than 3,500 colleagues worldwide, across 20+ industries, delivering value for over 5,000 customers.
Why join GlobalData?
GlobalData is at a pivotal point in its growth journey. Following multiple acquisitions and having recently received transformational investment we need curious, ambitious, courageous people to support us in achieving our vision of becoming the world’s trusted source of strategic industry intelligence.
Our big ambitions mean that life at GlobalData is fast paced, entrepreneurial and rewarding. We recognise the collective power of our people, and it’s the collaboration of our teams that have shaped our success and will continue to do so in the future.
The role…
Working as a Team Lead in our Industrials EMEA Team, you will be tasked with managing a team of Customer Success Executives and oversee activities around, onboarding, training, performance, and coaching. In this role you will be expected to drive results that tie back to our strategic objectives:
* Increase retention by volume.
* Decrease customer churn.
* Drive growth.
* Increase visibility customer-side.
* Increase customer loyalty and advocacy.
What you’ll be doing…
* Engage with the Customer Success team and manage activities around, onboarding, training, performance, and coaching.
* Influence future customer value through product engagement, customer satisfaction and overall health scores.
* Work cross-functionally with our analyst, commercial and custom teams to develop and lead customer plans. Ensuring all internal team are aligned and delivering on our customer lifecycle.
* Develop an in-depth knowledge of our products and an understanding of what’s happening in the industry.
* Be the ‘voice’ of the customer within our business and provide feedback to all other teams to drive continuous customer success.
* Drive customer success outcomes by working with the team to; increase renewal rate, expand account revenue through cross-sell/up-sell and influence future lifetime value through product adoption.
* Work on global internal projects with the objective of enhancing effectiveness and efficiency.
* Focus on customer onboarding to ensure the best seamless experience.
* Have a ‘high-level view’ of the entire support process and be able to identify risk early.
* Foster a positive team culture.
* Ensure data integrity and provide regularly reporting on customer health and support.
What we’re looking for…
* 3+ years’ experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
* Experience in the Industrials [Construction, Mining, Power and Oil & Gas] preferred.
* Goal orientated with a positive attitude towards KPIs and targets.
* Strong empathy for customers and passion for growth.
* Demonstrated intellectual curiosity.
* Enthusiastic with the ability to inspire others.
* Excellent oral and written communication skills.
* Demonstrated ability to meet deadlines and have excellent attention to detail.
* Well defined prioritisation and organisational skills.
In addition to a rewarding career, we support our GlobalData colleagues with a range of benefits across health, finances, fitness, travel, tech and more. To find out more about the roles and benefits on offer in your region, visit careers.globaldata.com
GlobalData believes strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, we are proud to be an Equal Opportunity Employer. GlobalData is determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
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