Customer Success Team Lead - Data & Analytics

Chambers Limited; City of London; On-site; GBP 65,000 - 85,000; Full time

Job summary

An established analytics firm in London is seeking a proactive Customer Success Team Lead to manage and support their Business Intelligence and Insight customers. The role involves leading a team, onboarding new customers, and ensuring they maximize the value of their products. Ideal candidates will possess strong customer success experience and excellent interpersonal skills.

Qualifications

• Experience in a Customer Success or client-facing role.
• Strong communication skills in both in-person and remote settings.
• Knowledge of the legal sector is desirable.

Responsibilities

• Lead and develop the Customer Data & Analytics team.
• Onboard new customers and enhance their experience with D&A products.
• Build and maintain relationships with key customers globally.

Skills

Customer Success expertise

Excellent communication and interpersonal skills

Knowledge of Salesforce or CRM systems

Understanding of customer success best practices

Job description

Job Details: Customer Success Team Lead - Data & Analytics

If you are unable to apply via the portal, please email your CV and Cover Letter to us directly to [e-mail]

Location: London

We are looking for a proactive and independent thinking Customer Success Team Lead to be focused on managing and supporting the Chambers Business Intelligence and Insight Report customers. This is a busy, hands‑on customer facing role, with the management of two members of staff.

Main Duties and Responsibilities

• Lead and develop the Customer Data & Analytics team to be successful in their roles
• Coach the team on best practice, supporting them in their goals and fostering a collaborative and nurturing environment
• Develop and refine all CS D&A processes, with a particular focus on the onboarding programme for new customers, user adoption strategies and retention initiatives.
• Onboard new D&A customers and focus on helping them get the most value out of their purchase, sharing best practice and success stories
• Work with Marketing, Product, Technology, and Sales teams on retention campaigns to raise awareness of Chambers D&A products and help to develop the product offering.
• Identify up‑sell and cross‑sell opportunities and make the appropriate referrals
• Build and maintain relationships with key D&A customers globally
• Resolve D&A customer queries and liaise with internal teams where needed
• Identify risky D&A accounts and take the necessary steps to mitigate any cancellations
• Work closely with other internal teams to aid the development of D&A new initiatives as well as improving current initiatives

Skills and Experience

• Previous experience in a Customer Success or client‑facing role
• Impressive communication and interpersonal skills, both in person and remote
• Knowledge of customer success best practice and procedures
• Knowledge of Salesforce or other CRM systems would be highly beneficial
• Some knowledge of the legal sector would be desirable

Person Specification

• A can‑do, problem solving mindset with a collaborative approach
• A natural people person who enjoys helping others
• Highly organised
• High level of accuracy and an eye for detail

Equal Opportunity Statement

We are committed to fostering and promoting an inclusive professional environment for all of our employees, and we are proud to be an equal opportunity employer. Diversity and inclusion are integral values of Chambers and Partners and are key in our culture. We are committed to providing equal employment opportunities for all qualified individuals regardless of age, disability, race, sex, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. This commitment applies across all of our employment policies and practices, from recruiting and hiring to training and career development. We support our employees through our internal INSPIRE committee with Executive Sponsors, Chairs and Ambassadors throughout the business promoting knowledge and effecting change. As a Disability Confident employer, we will ensure that a fair number of disabled applicants that meet the minimum criteria for this position will be offered an interview.