About Us

Across the FT Group, our people are united by a mission to deliver world-class information, news and services to our global audiences. We're a digital-first organisation made up of journalists, technologists, product managers, event planners, strategists, commercial and finance experts, marketing and communications specialists - and much more. Our strength is in our employees.

 

Our commitment to diversity and inclusion in the workplace

At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

 

The Role / Position Overview

An opportunity to join the fastest growing business unit at the Financial Times. The Customer Success Manager, CEMEA will be responsible for driving engagement and awareness of the FT digital group subscription among B2B clients and prospects in the EMEA region. You will be a strategic partner to customers in the government, corporate and media sectors to help them maximise the value of their FT.com investment and deliver against their business outcomes.

 

Key Responsibilities

  • Build professional relationships with customer stakeholders and demonstrate an understanding of their organisational goals

  • Strategically manage a set of accounts and deliver bespoke support and engagement strategies based on customer and FT business objectives

  • Work with customers to define and agree expected outcomes for how the FT is used across multiple functions within their organisations. Review with the customer regularly

  • Use thorough knowledge of FT.com capabilities to link product features with specific customer outcomes

  • Deliver successful, high quality customer journeys for assigned accounts from pre-sales engagement (trials) through to onboarding, fulfillment and renewal

  • Work closely with Customer Relationship Managers in the sales team to agree priorities and deliver a single customer experience

  • Provide technical and product expertise to customers and the sales team on FT content, tools and delivery solutions

  • Strategic management of key customer relationships including sourcing new stakeholders and leveraging existing relationships to deliver both customer and FT outcomes

  • Collaborate with other FT teams, e.g. product, customer services and editorial, to deliver against customer priorities

  • Work with the regional Customer Success, Sales and Marketing teams to share insights, best practice and customer insights to achieve the business goals of the region

  • Make recommendations to improve internal processes, systems and products

  • Report on key performance indicators (KPIs), which will be mainly about new business opportunity conversion (pre-sales), engagement and customer loyalty (Net Promoter Score).

 

Required Skills / Experience 

  • Fluency in French
  • Prior experience in Customer Success or customer facing roles, e.g. account management, sales, and able to demonstrate a customer centric approach

  • Proven ability to build relationships with customers/stakeholders

  • Able to plan ahead effectively and manage multiple accounts

  • Excellent communication and presentation skills, both written and verbal

  • Ability to align product and service features to customer needs/outcomes

  • Demonstrates good collaboration with other teams and influencing skills

  • High focus on results and delivering against goals

  • Analytical mindset and can use data to help prioritise and report progress

  • Comfortable with data and digital technology.

 

Desirable, but not essential

  • Background within a digital subscription, IT services or SaaS business

  • Experience with Salesforce.com

  • Arabic speaking is preferred but not essential

 

What’s in it for you? Our Benefits

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), medical cover, enhanced maternity & paternity packages, subsidised gym memberships and Giving Back opportunities. Full details of our benefits can be found here.

 

Further Information

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please contact a member of our HR team who will be happy to help. 

 

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