Senior Customer Success Manager

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Senior Customer Success Manager

Department: UK Customer Success

Employment Type: Permanent - Full Time

Location: London, UK - Hybrid

Description

About the Team

The Customer Success team is responsible for advising employers to help with their brand, attraction and recruitment processes as they seek to find and hire talented, diverse and motivated students. This means understanding GenZ/A, employer needs and GTI's platform and services to be able to advise and excel in all we're capable of.

About the role

To delight our customers by exceeding attraction expectations, providing exceptional customer management and demonstrating in depth knowledge of our audience and platform to secure yearly subscription renewals and upgrades.

Key Metrics of success

• Customer satisfaction (Health scores)
• Renewal rates
• Upsell opportunity pipeline creation

Outcomes

The retention and ARR growth of customers is successful.

• You will build multi-level loyal relationships with our customers to be a trusted advisor of the GTI portfolio.
• Identify growth opportunities from our solutions portfolio, creating meaningful sales activity as a result.
• Manage and deliver annual renewals for identified customers.
• Support enterprise account managers to renewal and grow customers in your portfolio
• Feedback to Performance Marketing and Product

Subscription customer brand and attraction goals are effectively met

• Conduct detailed and regular meetings to fully engage with the customers objectives and areas of focus.
• Design and deliver effective attraction campaigns to meet customer objectives and maximise value from the platform.
• Brief creative solutions to meet customer requirements where off-the-shelf products aren't available.
• Use internal and external data sources to advise your customers attraction strategy.
• Monitor and optimise customers platform outcomes, providing regular performance analysis and platform insights.
• Manage Platform interventions

An outstanding customer service to secure high customer satisfaction scores is consistently delivered.

• Provide regular sector and industry insights to your customers.
• Deliver reporting that is complimented with intelligent and relevant analysis and recommendations.

Efficient and collaborative internal ways of working and processes are continually inputted into and developed.

• Be the voice of the client as you input into commercial, marketing and product development.
• Collaborate with all team members to reach Go-to-market KPIs.
• Take responsibility for an essential workstream within customer success, delivering regular results that benefit the whole team.
• Define and continually refine GTI CS processes
• Escalate to Enterprise leaders for support, where required, in an urgent, timely way

Person Specification

• You will have a customer first mindset.
• You will be empathetic to the customer's needs.
• You can flex to different working styles.
• Excellent professional and charismatic verbal and written communication skills
• You will be a good listener inspiring confidence and trust.
• You will be confident in your own abilities and knowledge to inspire and reassure those around you, namely the client and the account manager.
• 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 will be incredibly organised with the ability to manage upwards of 60 relationships.
• You will be observant of patterns and themes within our customers recruitment sector, the behaviour of our student audience and the response from the platform.
• You will be confident with reporting and analysis both in your own reading of numbers and also to explain and give clarity to the client.
• You will be committed to improving working practices, identifying efficiencies and areas of opportunity.

Work Experience, Knowledge & Skills

• Experience in employer branding and/or high-volume recruitment processes
• Understanding and interest in digital platforms
• Understanding and interest in youth marketing and supporting the next generation
• Proven experience of working in a B2B sales or customer service function, preferably customer success OR proven experience of delivering digital marketing campaigns
• Knowledge of student and graduate recruitment processes
• Ability to read, interpret and explain data reports
• Computer literate - MS Office, CRM systems
• Proactive, adaptable and a quick learner
• Focused, conscientious, and efficient with excellent time management skills
• Collaborate with peers and other people inside and outside the business

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