Sales Support and Customer Success Manager
Job title: Sales Support and Customer Success Manager
Reports to: UK Commercial Director
Based at: Victoria, London + flexible working
Salary: DoE
Jacobs Media was formed in 2009 with the acquisition of Travel Weekly Group from Reed Business Information, and is now the global voice for the travel and hospitality industries. Through shrewd acquisition, investment and organic growth, the company has an unrivalled multiplatform portfolio delivering events, exhibitions and insight on a global scale as Europe’s largest Travel & Hospitality B2B media company.
Our market-leading products in print, digital and face-to-face connect and inspire professional audiences informing smarter business decisions and building their professional networks. Across the world we run more than 120 events every year, attracting over 10,000 delegates and guests. Events range from intimate dinners and breakfast briefings to spectacular gala events such as the Globe Travel Awards and the Cateys. Overseas events from Connections and Connecting Travel bring together senior global players in luxury settings to do business and make lasting connections.
The Sales Support and Customer Success Manager plays a key role in driving sales growth and ensuring customer satisfaction. This role focuses on two main objectives:
• Sales Support: Freeing up the sales team by handling admin tasks, managing orders in Salesforce, and streamlining processes.
• Customer Success: Enhancing customer experience through proactive communication, campaign reporting, and relationship building to boost retention and loyalty.
Systems Used
• Salesforce
• DocuSign
• Sage
• Excel
Support & Administration
• Act as the main contact for sales teams, managing routine admin tasks.
• Support sales with order management, customer agreements, and reporting.
• Create dashboards and reports to provide insights on sales performance, market trends, and new opportunities.
• Maintain and develop Salesforce, ensuring data accuracy and providing training to new joiners.
• Collaborate with internal teams (editorial, events, accounts) to ensure smooth operations.
• Prepare sales reports, contracts, and competitor analyses.
• Handle client inquiries and ensure efficient communication.
Customer Success
• Build strong relationships with key customers, understanding their goals and needs.
• Proactively communicate to ensure they achieve desired outcomes.
• Lead customer onboarding and training.
• Deliver insightful post-campaign reports with actionable recommendations.
• Identify and resolve customer issues to enhance satisfaction and reduce churn.
• Promote new features and products to drive customer value.
• Collaborate with internal teams to ensure a seamless customer journey.
Essential:
• Proven experience in sales support or customer success.
• Strong Salesforce skills.
• Excellent communication, organization, and reporting abilities.
• Proficiency in MS Office (Word, Excel).
• Ability to work independently and collaboratively.
Desirable:
• B2B publishing experience.
Reports to: UK Commercial Director
Based at: Victoria, London + flexible working
Salary: DoE
Jacobs Media was formed in 2009 with the acquisition of Travel Weekly Group from Reed Business Information, and is now the global voice for the travel and hospitality industries. Through shrewd acquisition, investment and organic growth, the company has an unrivalled multiplatform portfolio delivering events, exhibitions and insight on a global scale as Europe’s largest Travel & Hospitality B2B media company.
Our market-leading products in print, digital and face-to-face connect and inspire professional audiences informing smarter business decisions and building their professional networks. Across the world we run more than 120 events every year, attracting over 10,000 delegates and guests. Events range from intimate dinners and breakfast briefings to spectacular gala events such as the Globe Travel Awards and the Cateys. Overseas events from Connections and Connecting Travel bring together senior global players in luxury settings to do business and make lasting connections.
Job Overview
The Sales Support and Customer Success Manager plays a key role in driving sales growth and ensuring customer satisfaction. This role focuses on two main objectives:
• Sales Support: Freeing up the sales team by handling admin tasks, managing orders in Salesforce, and streamlining processes.
• Customer Success: Enhancing customer experience through proactive communication, campaign reporting, and relationship building to boost retention and loyalty.
Systems Used
• Salesforce
• DocuSign
• Sage
• Excel
Key Responsibilities
Support & Administration
• Act as the main contact for sales teams, managing routine admin tasks.
• Support sales with order management, customer agreements, and reporting.
• Create dashboards and reports to provide insights on sales performance, market trends, and new opportunities.
• Maintain and develop Salesforce, ensuring data accuracy and providing training to new joiners.
• Collaborate with internal teams (editorial, events, accounts) to ensure smooth operations.
• Prepare sales reports, contracts, and competitor analyses.
• Handle client inquiries and ensure efficient communication.
Customer Success
• Build strong relationships with key customers, understanding their goals and needs.
• Proactively communicate to ensure they achieve desired outcomes.
• Lead customer onboarding and training.
• Deliver insightful post-campaign reports with actionable recommendations.
• Identify and resolve customer issues to enhance satisfaction and reduce churn.
• Promote new features and products to drive customer value.
• Collaborate with internal teams to ensure a seamless customer journey.
Person Specification
Essential:
• Proven experience in sales support or customer success.
• Strong Salesforce skills.
• Excellent communication, organization, and reporting abilities.
• Proficiency in MS Office (Word, Excel).
• Ability to work independently and collaboratively.
Desirable:
• B2B publishing experience.