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Key Information:
- Sector: Data Analytics
- Company Size: 50
- Project Type: Customer Success
Overview: (company / rec situation)
- We were approached by a fast-growing analytics company struggling to hire and retain customer success professionals. As a fast-growing company there was a big emphasis on increasing spend with clients without losing customer care. The client couldn’t quite get the right balance in their hires and the turnover of staff was starting to have a negative impact within their organisation and with client.
Approach:
- We spent a significant amount of time with the client to understand the role, expectations and how it was being targeted. It became apparent the requirement for winning new business within accounts was the key requisite and their existing search was attracting the skills and behaviours of professionals focused on retention. By changing the skills, but more importantly the behavioural assessment we were able to identify the correct individuals.
Conclusion:
- The client has hired multiple Customer Success positions through us and the retention and revenue generation of the function has dramatically increased
Stats / Results:
- 4 hires made
- 83% retention improvement
- 14 days' time to hire
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