Customer Success Manager

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Customer Success Manager

Department: UK Customer Success

Employment Type: Permanent - Full Time

Location: Wallingford, UK - Hybrid

Description

Mission

At its core, our mission is to empower our customers to maximize the benefits of our products. We help them understand the most effective methods for audience engagement, support their strategic planning, assist with any queries they may have, and swiftly resolve any issues.

We have the privilege of collaborating with some of the UK's leading graduate employers, many of whom are household names.

As a Customer Success Manager, you will actively contribute to ensuring our customers get full value from our platform and products. You'll collaborate closely with our Customer Success team to foster relationships, address customer needs, and provide the support required to build loyalty and achieve success.

Moreover, you will receive training in commercial sales to better understand the customer journey and provide more personalized and effective solutions.

Key metrics

• Customer satisfaction
• Applications
• CRM usage

Outcomes

1. Outstanding customer service is delivered to secure high customer satisfaction scores.

a. Manage the onboarding and ongoing delivery of subscriptions.

b. Conduct regular video calls and email correspondence with customers to maintain strong relationships, address any issues, and ensure overall satisfaction with the services provided.

c. Provide regular sector and industry insights to your customers.

d. Your communication will be professional, timely, informative and charismatic.

e. The reporting you deliver will be complimented with intelligent and relevant analysis and recommendations.

2. Subscription customer brand and attraction goals are met.a.Provide detailed briefs to performance marketing team to meet customers hiring objectives and maximise value from the platform.

b. Monitor and optimise customers platform outcomes, providing regular performance analysis and platform insights.

c. Use internal and external data sources to provide customers with insightful and strategic recommendations to advise your customers attraction strategy.

d. Identify upsell and cross-sell solutions from the GTI portfolio aligned with customer goals and flag them to respective account director.

3. Internal processes are efficient and collaborative

a. Keep the Customer Relationship Management (CRM) system current with accurate client information, interactions, and interventions to ensure data integrity and accessibility.

b. Contribute to the enhancement of customer experiences by collaborating with cross-functional teams, including go-to-market and product teams.

c. Track and analyse platform performance metrics to identify trends and areas for improvement, delivering actionable feedback to enhance overall service quality and customer satisfaction.

Person Specification

Person specification:

• You will demonstrate a customer-centric mindset and a genuine desire to help others succeed.
• You are adaptable with a willingness to learn and grow in a fast-paced environment.
• You are resilient.
• You are incredibly organised with the ability of managing upwards of 50 relationships.
• You will be a strong team player committed to developing the team as a whole to achieve our overall goals as well as individually for your clients.
• You are confident with reporting and analysis, able to explain data to your customers.
• You are committed to improving working practices, identifying efficiencies and areas of opportunity.
• You are able to effectively collaborate with peers and other people inside and outside the business
• You are detail oriented and complete tasks with a high level of accuracy and thoroughness.
• You are a strong communicator who naturally builds rapport with those around you

Work Experience, Knowledge & Skills:

• Familiarity of student and graduate recruitment processes
• Strong communication and interpersonal skills.
• Ability to analyse data and draw insights.
• Excellent problem-solving skills and a proactive attitude.
• Highly organised with the ability to manage multiple tasks simultaneously.
• Computer literate - MS Office, CRM systems
• Adaptability and a willingness to learn and grow in a fast-paced environment.
• Highly organized with the ability to manage multiple tasks simultaneously.
• Team player with the ability to work collaboratively.

Other Information

• Permanent role - 37.5 hours per week between Monday to Friday 9.00 - 5.30pm
• 3-month probationary period

Candidates applying for roles at GTI will be subject to background screening. You can find out more about our background screening and the recruitment of ex-offenders by reading our policies.

If you would like to speak to a member of our team to find out more information about this vacancy or you have any questions, please get in touch - recruitment@groupgti.com