Customer Success Manager

Responsibilities

· Build solid and profitable relationships with your clients and their employees through world-class customer service, relationship building, client entertainment and networking.

· Use a range of data reporting tools to analyse performance and spot trends, risks and opportunities and report to colleagues on any high-risk clients.

· Develop trusted advisor relationships with key accounts, customer stakeholders and senior management teams internally & externally.

· Champion the benefits of cognitive profiling and learning support strategies throughout the client business and internally with support from your colleagues.

· Manage our Customer Service inbox and distribute to colleagues accordingly.

· Generate interest from clients for incremental sales from existing and other company products and services.

· Produce winning proposals and presentations for CSM’s to deliver.

· Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.

· Support on the acquisition of case-studies and testimonial feedback including video media/filming, surveys, and face to face interviews.

· Assist with challenging client requests or issue escalations as needed.

· Work closely with the software development team to scope priorities based on client demand.

· Act as the eyes and ears of the business spotting risks and opportunities through probing conversations.

· With training and guidance from the team you will be responsible for communicating all changes/updates and reports to our smaller client base through email.

· Producing Digital quarterly business review for our smaller client base.

· Assisting our support team during annual leave and busy periods, processing support queries that come through and resolving them as quickly as possible.

· Leverage AI Tools: Proactively use artificial intelligence tools to support performance, problem-solving, and decision-making within your role, while maintaining data privacy and ethical standards.

Required Skills & Experience

· Experience of the Education and EdTech sector preferable but not mandatory, with passion about the education industry and the role of cognition in delivering learner achievement.

· Demonstrable communication and relationship development skills via video and teleconference or face to face and the ability to communicate, present and influence key stakeholders at all levels of an organisation with support from your colleagues.

· Organised, hardworking and willing to build your career through success with clients.

· A quick learner and the ability to work and think clearly when under pressure.

· Proven work experience in administration or account management.

· Some experience with CRM software (e.g. Salesforce) and MS Office (particularly MS Excel).

· Experience delivering client-focused solutions to customer needs and challenging customers where necessary.

· Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail.

· Excellent listening, negotiation, and presentation abilities.

· Leverage AI Tools: Proactively use artificial intelligence tools to support performance, problem-solving, and decision-making within your role, while maintaining data privacy and ethical standards.

Key Competencies

· Strong verbal and written communication skills.

· Customer focused, curious, and hungry for results.

· Excellent interpersonal skills.

· The ability to multi-task.

Qualifications

· Qualification in Customer Service/Client Relations or in a related field from a recognised institution.