Client Success Manager

Our client’s 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 more broadly demonstrate our value.

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 are business partners that ensure client retention.

This is a Hybrid position based in Chicago. 

What You Will Be Doing:

You will partner with an Account Manager to support, retain and grow some of our largest and most well-known clients across the Professional Services industry. Day-to -day responsibilities include: 

• Building usage, interest, and awareness of Mintel services with your clients through training and research support that will help to achieve increasing renewal rates and maximum growth within each account
• Along with an Account Manager, co-facilitating monthly or quarterly calls with clients to share insights and gather feedback to understand business objectives. 
• Providing timely and thorough responses to ad-hoc client questions and researching requests using the appropriate Mintel tools and services.
• Proactively curating and delivering insights produced by our analyst team each week, ensuring that the insights are strategically aligned to the clients’ business objectives. 
• Monitoring client usage monthly, identifying and understanding changes in usage and flagging any concerns to the Account Manager. Additionally, working with the Account Manager to produce and deliver thorough partnership reviews for each client yearly (or as requested by the client). 
• Operating as a competent and knowledgeable expert in Mintel's methodologies and processes across a broad range of verticals including agency, financial services, insurance, and more.

We Are Looking for People Who Are: 

While we may have a wish list, we are always open to looking at different profiles for our roles, so please don’t hesitate in applying even if your experience does not check all of the boxes. We believe there is no one perfect resume for a role, but there is a perfect candidate for us, and that could be you.

• Client-obsessed: You are passionate about client service and you are driven to help your clients achieve success.
• People Smart: You are able to 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 own 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 are able to 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: $53,760 USD to $67,200 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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