Client Success Manager -Global Client Partnership (Based in KL)

From fast answers to deep insights, Mintel has provided research and intelligence solutions to consumer-focused businesses for more than 50 years. With a combination of world-class syndicated tools and custom insight solutions, we are the eyes and ears in the markets that matter and the insights behind our clients’ next big idea.

Mintel’s Consulting division is a key engine of business growth and plays a critical role in our strategy to build high-value, long-term relationships. Our work is rooted in robust, multi-disciplinary research, combining data, expertise, and insight to deliver real impact for clients. As we continue to prioritize exponential growth, we are now looking for a Client Success Manager to join our Global Client Partnerships team. This strategic role will be responsible for managing a portfolio of high-growth global clients, focusing on delivering exceptional value, driving client engagement, and strengthening long-term partnerships. 

What You Will Be Doing

You will partner with Account Directors to support, retain and grow a portfolio of our largest and most well-known clients across the FMCG 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 the Account Director, 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 food, beverage, beauty and retail.

Who we are looking for

• 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

What We Offer

• Culture that supports true collaboration whilst embracing remote working.
• Flexible start and end times.
• Blended (office/home) approach to work.
• Approach to personal development where we encourage individuals to grow and share what they’ve learned.
• Social events, both within the department and across the company.
• Home office IT equipment allowance, as the working model will be a blend of office and home working.
• Generous annual leave and wider circle employee benefits.
• Additional one day off to celebrate your birthday.
• Membership in Employee Resource Groups (Mintel Diversity, Mintel Wellness and Mintel Gives).
• Giving back is part of our culture with this in mind, Mintel gives employee 2 days leave per year to join local volunteering activity organised by our Mintel Gives (where applicable).
• Mental health and wellbeing support via Modern Health App.
• Beautifully designed offices to foster collaboration and fun.

Mintel is an equal opportunity employer that committed to the strength of an inclusive workplace.

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