Customer Success Manager

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Customer Success Manager

Department: Recruiting Solutions

Employment Type: Permanent - Full Time

Location: Wallingford, UK - Hybrid

Description

Our Application Tracking System (ATS) is a volume hiring platform used by leading early careers recruiters across the UK, Ireland and beyond. Highly configurable, the product allows recruiters to efficiently manage and automate the recruitment process as well as provide an industry-leading experience for candidates.

The ATS team is based across our London and Wallingford offices, and is responsible for building, maintaining and developing the platform for our clients globally.

About this role

As a Customer Success Manager, you will be responsible for leading and managing the platform relaunch and onboarding, building and configuring the platform to the customer's requirements and training customers in the platform's use. Your goal is to deliver technical expertise and excellent customer service, supporting our clients to be successful in their hiring objectives, resulting in a high net-promoter score.

Main duties and responsibilities:

• ATS subject matter expert: You will immerse yourself in the ATS to have a full understanding of its functionality and configuration, to be able to effectively make recommendations to customers on the ATS's use and capabilities. You will apply your combined knowledge of the ATS and our clients to be able to make recommendations for the platform's enhancement.
• Second line technical support: You will support the first line support team (CDC) with additional technical knowledge and triaging tickets. You will complete deeper investigation and analysis of more complex issues, gathering further information, and clearly document your findings. You will liaise with Product/Technical teams to follow issues through to resolution.
• Platform configuration for onboarding, relaunch or change requests: Following an initial request, you will communicate with the customer and use your questioning skills to clearly understand and document the requirements. You will define possible solutions and clearly document and communicate the options to the customer along with risks of impacts you have identified. You will guide the customer to choose the best solution for them. You will make the changes within the platform and manage the testing and feedback process both internally and with the customer. Finally, you will deliver training to end users if required.
• Support Client Managers: You will attend client calls, as required, and support Client Managers by advising on requirement gathering and creating specifications & documentation.

Outcomes

High levels of customer satisfaction

• Understand the needs of the client, show commitment, and provide effective service.
• Efficient and effective configuration of the ATS to meet client requirements.
• Regular communication between project stakeholders and GTI teams.
• Manage strategic client relationships.
• Issues are clearly and accurately documented, including steps to replicate.
• Requests are tracked and customers are updated as needed.

Our customers experience an efficient onboarding/relaunch process

• Platform onboarding/relaunch is conducted in accordance with defined project plan.
• Project plan is created and kept up to date with all parties involved, monitoring progress and tracking changes to ensure deliverables are achieved within the required timeframe.
• Requirements and expectations are fully and clearly understood, documented, and agreed with all parties.
• Customers are trained in using and administering the platform.
• Customers are supported in launching the platform with their users.

Higher adoption of new and existing platform functionality

• Create easy to follow platform documentation (e.g. written and video)
• Demonstrate functionality to customers in meetings and through demos.
• Run individual training sessions.

Person Specification

• Strong interpersonal skills. Able to collaborate with peers and other people inside and outside the business.
• Proactive and highly organised
• Strong technical aptitude
• A fast learner, able to pick up new technologies and processes quickly
• A problem solver. Uses own initiative to investigate and resolve independently as well as seeking help and learning from others when needed
• Able to convey complex technical topics with simplicity
• A confident and professional manner with excellent written, phone and conversational skills
• Adaptable to change

Other Information

• Permanent role - 37.5 hours per week. Monday to Friday 9am-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.