Client Success Account Manager

About us

The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.

At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.

In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.

Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere.

Build a newsworthy career at the FT.

Our commitment to diversity, equity and inclusion 

We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.

The role

FT Locations is the world's most comprehensive and trusted provider of investment promotion and economic development data and digital solutions for the foreign and domestic direct investment industry.

The Client Success Account Manager is responsible for representing economic development data products to help a location make better strategic decisions. You will manage the client relationship post-sale to ensure a positive and productive experience. This includes:

Key Responsibilities

• Onboarding and Training: Deliver engaging training sessions and provide support to familiarise clients with the products.
• System Updates: Maintain accurate client records, including contracts, user access, and opportunity management within our Account Management Systems.
• Quarterly Usage Reviews: Monitor client usage metrics, identify areas for additional training or support, and recommend growth opportunities.
• Client Upgrades: Suggest product upgrades or additional services tailored to client needs and usage patterns. Adjust renewal fees as appropriate.
• Cross-Selling and Account Growth: Actively seek opportunities to expand client engagement through cross-selling and account growth strategies during client engagement and needs assessment. 
• Risk Management: Proactively monitor client activity to identify and mitigate potential risks.
• Coordinate all renewal opportunities for various client sectors such as Universities, Consulting companies, Private Sector and NGOs.
• Training Material Creation: Develop comprehensive training materials and help-desk resources for FT Locations products.
• Manage chat-based client conversations to address queries and provide real-time assistance for FT locations products

Required skills and experience 

• Prior experience in project management/account management
• Strong understanding of FDI and Economic Development
• Excellent client service communication skills via email, presentation, etc.
• Familiarity with CRM and project management tools such as Salesforce, Asana
• Preferred experience with B2B customers or software clientele
• Must possess outstanding organizational skills and a strong attention to detail

What’s in it for you? Our benefits

Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here.

We’ve embraced a hybrid working model that promotes flexibility, including remote work options. We will support specific flexibility requests for all roles where feasible.

Accessibility

We are a disability confident employer and Valuable 500 signatory.

Please let us know if you require any reasonable adjustments/personalisation 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, email [email protected] and a member of our team will be happy to help.

Further information

At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications.

Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all.

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