Department: Client Success
Responsible to: Client Success Manager
Location: Bourne End, UK
Main Purpose of Job:
Mintec, the leading soft commodities and food raw materials price analytics company, is seeking a Client Success Representative to join its Client Success team.
In an $8 trillion annual market for agricultural commodities and food, Mintec occupies a unique position as data and analytics provider to many of the world’s top food manufacturers and retailers. These companies rely on our extensive pricing data to help their procurement professionals purchase raw materials smartly and improve their companies’ profitability.
Mintec has been providing market leading raw material price data and business intelligence tools to global procurement teams for more than 30 years. We provide market intelligence to the largest manufacturers and retailers around the world, using advanced technology and supported by a data-driven intelligence team with strong research and knowledge skill across a wide range of markets, from raw materials to indirect costs.
The Role:
Mintec is poised for rapid growth serving this huge and burgeoning global market and is seeking an energetic and highly organised Client Success Representative to assist clients and their users with the use of the Mintec platform to ensure full understanding of the service and its value. This role is ideal for someone who is interested in transitioning to a Client Success role but doesn’t have experience in a Client Success discipline. It is not a junior role, but requires a different skill set to our existing Client Success Executives.
We are looking for someone who is comfortable with mainly administrative duties with some client interaction but has a deep desire to help people. The job entails managing a large number of clients through an automated client journey, completing clerical tasks relating to product installations and be the point of contact for users questions. The key objective for the entire Client Success team is to ensure maximum client retention and this role is integral to ensure our self-sufficient clients and users have everything they need to use our data and analytics platform.
Responsibilities:
• Oversee and maintain the automated communication to an allocation of 350+ clients (approx. 7,000 users) with the aim of ensuring they all have the information they need to utilise Mintec's services in the most efficient way possible
• Monitor the health of the allocated client base and escalate health related issues to the Client Success Executives as required
• Support the allocated clients on a day to day basis to help resolve system issues and answer client questions
• Diligently complete administration duties relating to the installation and management of the entire client base
• Correlating our separate user databases to ensure they all match at all times (Product and CRM)
• Issuing Product Usage Reports to entire client base on a regular basis
• Ensure ISO 27001 training is attended and all mandatory documents have been read to ensure working practices comply
Required Skills:
• Experience in a customer facing role, whether that be office based or face to face, in a hands on role such as retail or food service
• Excellent verbal and written communication skills, should be comfortable using the phone as well as email
• Excellent administration abilities; extremely organised with high attention to detail
• Fantastic social skills; friendly and outgoing, enjoys connecting with new people
• Quick learner, ability to think on your feet
• Computer literate with a willingness to learn how to use and maintain a number of software applications
• First-rate multi-tasker, able to take on many duties and manage priorities
• Problem solver who is analytical and data driven
• Experience of Salesforce or customer success software and health scoring an advantage but not essential
