What are the responsibilities and job description for the Customer Success Executive (North America) position at IWSR?
About Us:
IWSR is the global authority on beverage alcohol data and intelligence
For over 50 years, IWSR has been trusted by the leaders of global beverage alcohol businesses as an integral part of their strategic planning and decision-making processes. We uniquely combine our proprietary longitudinal market data, consumer insights and AI-enhanced data science, with valuable on-the-ground human intelligence in 160 markets worldwide, to decipher what is really happening in the global beverage alcohol market. With access to our data, clients from across the drinks industry, including multinational spirits, beer, and wine businesses; packaging and ingredient manufacturers; distributors; and financial institutions, plan their strategies and future investment with a reliable, consistent and complete understanding of the global landscape.
Overview
As the global authority on beverage alcohol data and intelligence, IWSR partners with the world’s leading brands to shape strategic decisions through trusted insights.
The Customer Success Executive (CSE) plays a pivotal role in ensuring our clients derive maximum value from IWSR’s data, insights, and services. This role is responsible for nurturing long-term client relationships, driving engagement, and supporting retention and growth through proactive support, onboarding, and collaboration across IWSR teams.
Key Responsibilities:
Client Relationship Management
IWSR is the global authority on beverage alcohol data and intelligence
For over 50 years, IWSR has been trusted by the leaders of global beverage alcohol businesses as an integral part of their strategic planning and decision-making processes. We uniquely combine our proprietary longitudinal market data, consumer insights and AI-enhanced data science, with valuable on-the-ground human intelligence in 160 markets worldwide, to decipher what is really happening in the global beverage alcohol market. With access to our data, clients from across the drinks industry, including multinational spirits, beer, and wine businesses; packaging and ingredient manufacturers; distributors; and financial institutions, plan their strategies and future investment with a reliable, consistent and complete understanding of the global landscape.
Overview
As the global authority on beverage alcohol data and intelligence, IWSR partners with the world’s leading brands to shape strategic decisions through trusted insights.
The Customer Success Executive (CSE) plays a pivotal role in ensuring our clients derive maximum value from IWSR’s data, insights, and services. This role is responsible for nurturing long-term client relationships, driving engagement, and supporting retention and growth through proactive support, onboarding, and collaboration across IWSR teams.
Key Responsibilities:
Client Relationship Management
- Work alongside the Account Directors as an additional point of contact for client queries, providing timely, professional, and insightful support.
- Build and maintain strong relationships with key client stakeholders, understanding their business objectives and aligning IWSR solutions to their needs.
- Maintain and regularly review client account plans to identify opportunities for engagement, expansion, and added value.
- Monitor and report on client usage and engagement for target accounts, identifying trends and opportunities to enhance value delivery.
- Lead regular client review sessions to demonstrate IWSR’s impact and drive meaningful conversations around business outcomes.
- Manage the onboarding process for new client contacts, ensuring a seamless introduction to IWSR’s data platforms, tools, and services.
- Deliver engaging and informative training sessions for clients on both existing and newly launched IWSR products.
- Support clients in adopting best practices for accessing, interpreting, and applying IWSR data to their strategic goals.
- Collaborate closely with IWSR’s internal teams - including Sales, Research, Product, and Marketing - to ensure client feedback informs product development and service delivery.
- Partner with Sales to identify upsell or cross-sell opportunities and ensure alignment on account strategy.
- Support the Product team by communicating client insights and contributing to the continuous improvement of IWSR’s offerings.
- Actively raise awareness of new IWSR products, tools, and releases among existing clients, positioning their value and relevance.
- Deliver training and guidance on new features or enhancements to ensure clients are maximising the full potential of IWSR’s suite of solutions.
- Proven experience (2 Years) in customer success, account management, or client service, ideally within data, research, or SaaS-based organisations.
- Strong communication, presentation, and relationship-building skills with senior stakeholders.
- Analytical and commercially minded, with an ability to translate data into insights and actionable recommendations.
- Experienced in using CRM and data analytics tools (e.g. Salesforce, Pendo, Power BI).
- Highly organised and detail-oriented, with the ability to manage multiple priorities.
- Interest in or knowledge of the global beverage alcohol industry is a plus.
- Passionate about delivering exceptional client experiences and building strong partnerships.
- Curious, collaborative, and adaptable, thriving in a global and fast-paced environment.
- Proactive problem solver who takes ownership and drives continuous improvement.
- Generous time off: 25 days holiday plus bank holidays and a company-wide end-of-year break.
- Flexible work environment: Hybrid working model with flexible hours.
- Comprehensive perks: Annual bonus scheme, pension, regular social events, and a volunteering policy.
- Growth opportunities: Lots of learning and development opportunities