Relationship Manager

About Us            

Big Data for Humans provides a Software as a Service (SaaS) platform for automated customer marketing with initial focus on the retail and travel sectors. Traditionally, creating actionable customer insights has been an expensive and arduous process. We have automated this process and packaged up “data-science-as-a-service” for regular business users.

We empower marketing and commercial teams to gain critical and actionable insight to improve customer lifetime value. We use the latest in data science techniques, but pride ourselves in turning that into simple tools for our clients. Our clients range from medium-size growth businesses to the big global retailers and airlines. We are highly motivated and well-funded to disrupt B2C customer insights and customer relationship marketing. Economics are on our side as most businesses fail to effectively monetize their core customer relationships.

Big Data for Humans target markets are senior marketing executives within International retail and travel verticals.

About the Role

We are seeking a Relationship Manager to join our growing Customer Success team. You will be an experienced account manager with a strong track record of building relationships with a variety of international clients.

What the role specifically involves:

Reporting to the Chief Customer Officer (CCO) and working closely with Business Analytics colleagues, you will build relationships with key stakeholders within our clients - typically within Marketing and Strategic functions – and act as a key conduit between clients and product management colleagues. We help our clients with key issues within their business, so the expectations and impact of this role on our clients are both high. The KPIs on which your success will be measured will be client satisfaction, client renewals and increasing contract values during the length of the contract.

You will own the day to day contact with signed-up clients, manage the transition from sales to client success, own the on-boarding process of new clients and manage the in-life relationship. You will also have ownership of the contract renewal process and be responsible for up-selling products and services to clients.

Some national and international travel anticipated.

About You

Here’s the experience & knowledge needed for this role:

• 2-5 years’ experience in Account Management, ideally within a SaaS model
• Client relationship management experience, ideally in an international B2B organisation
• European languages would be an advantage, particularly German, French & Italian
• Some understanding of the main areas of customer marketing (including customer segmentation; personalisation; campaign management & planning; and campaign measurement).

Here are the skills that we believe are critical for success in this role:

• High standard of written and verbal communication
• Ability to build rapport through listening to client needs and then effectively communicate these needs back to technical and product colleagues
• Confidence to manage senior stakeholders and understand & respond to any objections
• Great project management, planning & organisation skills
• An action-orientated self-starter who can work independently
• Comfortable being part of a small team and taking ownership of your KPIs
• Displays positivity, patience and resilience
• Alignment with Big Data for Humans values and ethos.

Package and Benefits

Competitive package with good base and achievable OTE.