Customer Success Manager (Art Tech) at Potentiam Limited

Purpose of role

As a part of this team, the Customer Success Manager (Art Tech), Design Studio’s main responsibilities will include: 

• Acting as the primary point of contact for clients with custom website products; facilitating successful and expedient website projects; and handling post-launch enhancements. This includes guiding projects within the agreed-upon timeline and scope post-development, specifically CMS training and content upload, site testing, client feedback and project roll-out. Additionally, you will act as a dedicated contact for assigned clients for support queries, further customizations and feature requests, providing client feedback to the relevant teams for bug resolution, and successfully roll-out of new development work. This will be achieved by working closely with multiple teams to ensure successful onboarding to Design Studio products and continuous support of the client’s journey within our client.

Duties and responsibilities 

• Acting as a dedicated point of contact for designated website clients who have websites with customized elements. 
• This includes handling correspondence, answering questions, providing support and managing ad-hoc requests, while clearly communicating design decisions and functionality conditions to prevent future confusion or dissatisfaction and gracefully balancing client needs with the functionality of the platform. 
• Working alongside a team of Website Specialists, Developers and Designers to ensuring milestones and deadlines are consistently met by and that projects stay within budget. Flagging potential problems with the wider team before targets are missed and suggesting ways to keep clients on task and on schedule. 
• Ensuring successful onboarding, particularly through training the client on the product and providing further support as needed. 
• Assessing the current systems and contributing to streamlining process, refining client-facing aspects of the product and saving time where possible. This is facilitated by regular meetings with managers and members of the website development team.

Performance Indicators 

• Ensure that launched websites match agreed-upon designs and on time. 
• Processing and helping to launch development projects.
• Demonstrating exceptional communication skills both internally as well as with clients.
• Actively launch more websites by increasing efficiencies. 
• Feedback on your contributions provided by clients and team members. 
• An average customer health score of 4+ on projects. 
• Identification of opportunities to make the team more efficient while upholding a quality of client experience. 
• Demonstrate timely, considered judgement and decision making.

Skills/Experience 

• 3-5 years’ experience in a client liaison/customer success role 
• Good knowledge of the art market with a strong understanding of the commercial needs of galleries, artists and collectors will be beneficial. 
• Systems savvy, or the ability to learn technical concepts quickly. 
• Experience in tools like Monday.com/Jira will be beneficial. 
• Exceptional client management skills, with the ability to adeptly balance client and company interests sensitively and diplomatically 
• Ability to work on multiple concurrent projects, balancing the needs of clients in close collaboration with your peers. 
• Exceptional communication skills – both verbal and written. This includes the ability to clearly and concisely articulate ideas and thoughts, and to write professional, written business correspondence in line with established communication guidelines. Diplomacy and empathy are key skills for success in this area. 
• Strong teammate, working effectively and collaboratively with other project members to achieve success. 
• A creative problem solver with a keen eye for details and an analytical and process-driven approach to problem solving. You will bring suggestions for solutions when discussing problems and will reliably execute on goals. 
• Self-starter with an enthusiastic character. Someone that thrives on human interactions and has a desire to help find the best solution for both the company and our client. 
• Flexible attitude in order to adapt to the many ongoing and upcoming changes to the internal processes within the website team. 
• This is a highly trusted position giving you access to our clients’ live data systems so that work can be carried out or so that we can investigate problems or talk clients through a process. Your integrity and discretion must be unquestionable given the confidential and mission-critical nature of our clients’ data