Janes enables militaries, governments, and defence companies to make critical decisions. Our expert-driven tradecraft, developed over 125 years, combined with human-machine teaming, delivers assured open-source intelligence across military capabilities and order of battle, equipment, events, countries, companies, and markets.

Linking millions of assured data points, Janes Open-Source Intelligence creates a framework of interconnected national security insights that allows our customers to better understand emerging threats, integrate all relevant data and connections into a single intelligence environment, and to deliver a more complete and accurate answer to their intelligence analysis. Using Janes, enables our customers to better use their scarce resource more effectively, to support better decisions with higher confidence, more quickly.

An exciting opportunity has arisen to Join the UK Team as Customer Success Manager supporting clients across Government, Defence and National Security sectors. Primarily responsible for customer onboarding and adoption, customer satisfaction and retention and support existing customer expansion across our portfolio of data centric intelligence products and services. Reporting to the Head of Customer Success for EMEA you will pro-actively provide direct customer support through renewals and on-boarding of new clients to ensure that our customers are able to maximise on the value derived through their access to Janes content, data and services and that they are being fully utilised by the user community in the best possible manner for both Janes and the customer. A largely client-facing role that directly supports revenue retention and acquisition of new business through enhanced knowledge transfer.

How you will contribute at Janes:

• You will be responsible for training the end user community on the content and data from Janes they have available

• Developing and maintaining an engaged user community by understanding workflows and requirements, handling requests, comments or concerns

• You will work with the Sales team to identify and seek to capture any new business opportunities

• You will undertake end user community surveys and socialise feedback within Janes, following up on actions where required to ensue training meets and enhances their expectations of Janes

• You will support the testing of new products and development of existing products

• Lead the development and implementation of user community engagement strategies, including case studies and scenario modelling for sharing best practice

• You will work with Marketing to develop user promotions and support client engagement initiatives

Requirements

• Considerable experience in a data service provider and/or within the Aerospace and Defence and military sectors

• Proven track record in an independent working environment

• Excellent communication and presentation skills both virtually and in person

• Well organized, flexible, resilient and of positive mindset

• Strong Team player

• Educated to degree level (preferable)

• Proven administrative skills including working remotely

• Experience of balancing “hard line” and “soft line” reporting

• Former military employee or OSINT background an advantage

• IT experience/competency working with online tool sets

Benefits

• 27 days of annual leave  (full time)
• Healthy half (0.5 day leave every 6 months for wellbeing)  
• Leave- study/ volunteer/ reserve forces
• Pension plan (6% employer contribution) 
• Private medical insurance – Vitality
• Maternity (100% of basic salary for the first 26 weeks followed by Statutory Maternity Pay)  
• Paternity (100% of basic salary for 6 weeks) 
• Life cover  
• Access to GoodHabitz