Client Success Manager, Enterprise - CPG

Our clients' success is our success. By helping our clients achieve their goals while leveraging Mintel, we will continue to preserve our long-standing relationships and penetrate more areas of their business, allowing us to demonstrate our value more broadly. 

With over 1,500 clients and subscription revenue of over $80M throughout the Americas today, it is more vital than ever for our Client Success team to be passionate and proactive about ensuring our partners continue to get value from our data. While the Account Managers and Business Development Managers focus on growth, the Client Success team is a business partner that ensures client retention. 

You will partner with a Key Account Manager to support, retain, and grow 10-15 of our largest and most well-known clients across the consumer packaged goods industry.  

This is a Hybrid position based in Chicago. 

What You Will Be Doing: 

• Success Planning: Working closely with your clients to ensure you understand their objectives and how they will measure the value of Mintel; mapping out plans that help them achieve their goals
• Tracking Portfolio Health: Monitoring your accounts to identify churn risk and working proactively to develop strategies that eliminate that risk
• Building Usage and Awareness of Mintel: Ensuring that Mintel impacts your clients’ objectives by offering interactive training, project support, and proactive content
• Client Onboarding: Supporting new clients as they begin to work with Mintel for the first time; ensuring they are deriving value from Mintel from the first 30 days
• Meeting with Clients: Along with your Account Manager, co-facilitating monthly or quarterly calls to share insights, gather feedback, and better understand business objectives
• Representing Mintel: Operating as a competent and knowledgeable expert in Mintel's methodologies and processes across a broad range of verticals; providing timely and thorough responses to ad-hoc client questions  

We Are Looking for People Who Are:  

• Client-obsessed: You are passionate about client service, and you’re driven to help your clients achieve success. 
• People Smart: You can easily adapt to different personalities and levels within an organization. 
• Committed to personal growth: You are committed to continuous learning and growth, constantly pushing yourself outside of your comfort zone to develop your skillset. 
• Commercially-minded: You are easily able to identify potential growth opportunities and you can comfortably and enthusiastically pitch our suite of products if prompted. 
• Naturally curious: You are naturally curious and great at navigating client conversations, asking second and third-level questions to get at the heart of clients’ challenges and goals. 
• Humble: You are humble, yet confident. You willingly admit when you need help, and you know how and when to utilize the resources and people around you. You are also willing to share your knowledge for the benefit of the team. 
• Self-Directed: You take initiative to solve problems and uncover opportunities, and you are eager to take ownership and accountability for the success of your client portfolio.  
• Great communicator: You have extremely polished verbal and written communication skills, and can adapt your communication style to suit each client and internal business partner.  
• Tech-savvy: You have excellent Excel and PowerPoint skills. You can find creative ways to help clients digest and derive insights from large sets of data. You have experience working with usage tools, such as Mixpanel and Salesforce.com.  

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets

The below reflects the range of base salary for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to, skills, experience, and qualifications. The salary range for this role is: $71,000 USD to $89,000 USD. 

Alongside salary, Mintel offers a comprehensive benefits package including medical/dental/vision insurance, flexible spending accounts, health savings accounts, employer paid life and disability insurance, 401(k) with employer match and paid time off. We are invested in our employees' wellbeing which is why we also offer flexible working hours, ClassPass subsidy, mental health benefit through Modern Health, paid volunteer time off, paid birthday leave and paid parental leave.

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