JOB DESCRIPTION

 

Job Purpose

An opportunity to join a rapidly growing business in an exciting industry. Based at the Financial Times in New York, the role will be responsible for driving engagement of FT digital group subscriptions amongst customers and prospects in your region. You will advise customers in the government, corporate and education sectors on how to make the best use of the FT to meet their business outcomes.

 

Main Duties and Responsibilities

  • Provide successful, high quality customer journeys for group subscriptions, covering trials, on-boarding, engagement and renewal

  • Work with customers to define and agree expected outcomes for how the FT is used within their organizations

  • Implement strategic engagement plans and tactics to meet the agreed outcomes

  • Build an in-depth understanding of customer businesses and requirements, and how the FT is delivered and used within these organizations

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

  • Establish and maintain relationships with key customer contacts (decision makers, buyers, senior readers)

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

  • Work with regional sales and marketing teams to develop and agree a plan for key prospects and accounts to achieve the business goals of the region

  • Make recommendations to improve internal processes/systems

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

  • Lead, motivate and develop staff in the team through regular and effective coaching, mentoring, appraisals and communication

 

Qualifications

 

  • Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.

  • Proven ability to drive and track continuous value of customer subscriptions

  • High focus on results and delivering against goals

  • Familiarity working with clients of all sizes 

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

  • Excellent communication and presentation skills, both written and verbal

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

  • Demonstrates a high level of initiative and self-motivation

  • Has to be comfortable working in a fast paced, start-up type of environment

  • Good collaboration/influencing skills

 

PERSON SPECIFICATION

Qualifications / Competencies / Skills / Experience

Essential 

  • Graduate with supervisory or team management experience

  • Background in customer facing roles, e.g. account management, sales, and able to demonstrate a customer centric approach

  • Good questioning skills and an enquiring mind

  • Comfortable with data and digital technology

 

Preferred

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

  • Experience with Salesforce.com

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, medical cover, and enhanced maternity & paternity packages. Full details of our benefits can be found here.

Further information
Candidates should be aware that new employees will be required to be vaccinated by their start date, meaning they have received all of the recommended doses for either a one dose or two dose COVID-19 vaccine, and provide proof of vaccination status (e.g. CDC COVID-19 Vaccination Record Card) , which will be kept confidential. We are an equal opportunity employer, and will provide a reasonable accommodation to those who are unable to be vaccinated due to a sincerely-held religious belief or a medical disability where it does not pose an undue hardship on the Company.

At the FT, we know our most valuable resources are our people and we embrace our employees’ unique skills, experiences, and perspectives. We are committed to providing an inclusive working environment for all. We are an equal opportunities employer that seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, veteran status, 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. We aim to treat all employees in a fair and consistent manner, promote good working relationships to encourage high standards of conduct and performance within a work environment free from harassment, bullying, and discrimination. 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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