Customer Success Manager, Higher Education (Amsterdam-based)

About Us

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find an empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.

Our commitment to diversity and inclusion in the workplace

At the FT, we give all employees 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. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.


FT Professional

As part of the Financial Times, one of the world's most respected brands and news sources, we at FT Professional work to help our customers get more from Financial Times journalism – through additional resources, curated news, and action-oriented tools. We proudly serve over 7,700 businesses, governments, and education institutions, equipping users with specialist knowledge and tailored insights to help them make the best strategic and commercial decisions in an unpredictable global environment. FT Professional is entering a new exciting chapter in its growth journey - with an ongoing focus on developing our existing offering along with creating new stand-alone and complementary products for our customers.

The Role / Position Overview

An opportunity to join the fastest growing business unit at the Financial Times. The Customer Success Manager, CEMEA Higher Education, will be responsible for driving engagement and awareness of the FT digital group subscription among higher education clients and prospects in CEMEA. You will advise customers in the education sector on how to make the best use of the FT to meet their academic outcomes.

Key Responsibilities

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

• Provide successful, high quality customer journeys for Higher Education subscriptions, covering trials, on-boarding, and account reviews

• Work with customers to agree plans to drive adoption and engagement with the FT. Regularly review plans and progress against goals with clients

• Meet with faculty to integrate the FT within learning programmes and support integration with learning management systems

• Organise and manage on campus events, including promotion and logistics. Work with the marketing teams to produce relevant materials

• Coordinate with clients on Single Sign On (SSO) roll-out and training needs, facilitate required demos and webinars (virtual and on-campus)

• Report on key performance indicators (KPIs) within your accounts and make proactive recommendations on best practice and ways to optimise how we work

• Deliver regular communication (digital and in-person) to regional and global colleagues on learnings and best practices

• Keep up to date with the education industry and engage with editorial stakeholders

Required Skills / Experience

Essential 

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

• Understands account management principles and possesses a creative eye for how and when different communication tactics should be used

• Evidence of building strong relationships with senior stakeholders and navigating client organisations effectively

• Demonstrates a high level of initiative and self-motivation in a results driven environment 

• Comfortable working with data and CRM technologies, with the analytical skills to contribute to the planning process

• Excellent communication and presentation skills, both written and verbal

• Evidence of working collaboratively to achieve results

• Delivers a high standard of quality and accuracy
  
  

Preferred

• Background in a Digital Subscription, Media, Publishing, SaaS business or Experience in the Higher Education market

• Knowledge of Salesforce 

• Additional language spoken in the CEMEA region

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 have implemented a hybrid working model and 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 send an email to talent@ft.com and a member of our team will be happy to help.

#LI-SM1