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About the Role
The Junior Client Experience Manager will maintain and strengthen relationships with Gateway clients to reduce churn and maximize client lifetime value. This role focuses on proactive engagement, demonstrating value, and ensuring client satisfaction through tailored interactions, with opportunities for nurturing and upselling.
Responsibilities
- Proactively manage renewal processes and negotiate contract terms.
- Build and maintain strong relationships with users across Gateway accounts.
- Monitor client engagement and usage metrics to identify at-risk accounts.
- Share relevant content and thought leadership articles to maintain ongoing value perception.
- Conduct regular check-ins and strategic reviews with key clients.
- Promote webinars, Q&A sessions, and periodic events to keep clients informed and engaged.
- Collaborate with Client Success, Sales, Finance, Product and Economist teams to resolve issues.
- Drive Net Promoter Score (NPS) improvement.
- Present premium solutions, add-on services, or higher-tier packages that align with client goals.
- Document all interactions and updates in the CRM system.
Requirements
- 1-3 years in a client facing role such as account management, client success, or sales support.
- Experience in SaaS, financial services, or subscription businesses where renewals and upsells are key.
- An understanding of macroeconomics is desirable.
- Value selling experience is useful, ideally having used MEDDPIC methodology.
- Strong interpersonal and communication skills with a proven ability to build relationships.
- Ability to analyze data and generate actionable insights to improve client outcomes.
- Experience using CRM software including Salesforce and Tableau.
- Strong problem-solving skills and the ability to work independently.
- Organized, proactive, and capable of managing multiple accounts simultaneously.
- A passion for delivering excellent service and advocating for client needs.
Skills
- CRM software (Salesforce, Tableau)
- Value selling
- MEDDPIC methodology
- Data analysis
- Problem-solving
- Interpersonal skills
- Communication skills
- Relationship building
Location
- Hybrid working
Work Type
- Hybrid working
- Flexible working policy
Experience Level
- 1-3 years
Benefits
- World class training including comprehensive coaching on value selling including AI generated persona role plays.
- Good annual leave (19 days plus your birthday)
- Sick package (10 days)
- Life assurance
- Medical insurance
- Health Assured (Employee Assistance Programme)
- Good additional maternity and paternity policies
- Thriving social committee.
About the Company
- Capital Economics delivers independent macroeconomic and thematic insights through its product portfolio, challenging the status quo and partnering for clients' success.
- Economists originate insights offering a new perspective that drives superior investment outcomes and profitable decisions.
- Comprehensive coverage spans over 100 economies, supporting banks, financial and commodity markets, and real estate sectors.
- Clients receive differentiated value, and investors uncover profitable opportunities and identify risks.
- Recognised as Great Place to Work® UK.
- Dedicated to building a culture where everyone feels valued and empowered.
- Strives to foster a workplace that values diversity and promotes mutual respect and understanding.
Equal Opportunity
- Equal opportunities employer with an active DE&I programme.
- Recognize the importance of a diverse workforce.
- Hiring practices are based on business needs, merit, and qualifications.
- Ensures that all employment decisions are made without bias.
- Continuously work to eliminate discrimination and harassment in all forms.