Employers / Recruiters

Interim Senior Customer Success Manager - (12 months maternity cover)

unibuddy-1668416154 · 20 days ago
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<p dir="ltr"><em></em><strong><em>This is a </em></strong><strong><em></em><em>12 month maternity cover contract, incumbent depending.</em></strong><strong style="color:inherit;font-size:1.25em;letter-spacing:-0.011em;"><br></strong><strong style="color:inherit;font-size:1.25em;letter-spacing:-0.011em;"></strong></p><h3 dir="ltr"><strong style="color:inherit;font-size:1.25em;letter-spacing:-0.011em;">About us</strong></h3><p>We’ve grown at an incredibly fast pace since our launch in 2017. We’re the trusted student-recruitment partner to 600 higher ed institutions in 35 countries worldwide. Including the University of Cambridge, Kings College London, Boston University, University of Southern California, NYU Global Services, HEC Paris, and Erasmus.</p><p dir="ltr">We’ve raised over $33M from top-tier investors, and we’re on course to achieve our mission of empowering 10 million students to make the right choices in their higher ed journey.<br></p><h3 dir="ltr"><br>What you’ll be doing:</h3><p>This role is responsible for driving customer retention by using customer data to create a clear value narrative, ensuring effective product adoption, and building strong, multi-level relationships with contacts. The key KPIs for this role include retention/renewal rate and maintaining regular touch points with day to day contacts and decision makers.</p><ul></ul><p dir="ltr">We are seeking a candidate who can clearly demonstrate the following:</p><ul><li dir="ltr"><p dir="ltr">Strong analytical thinking and attention to detail for effective data analysis.</p></li><li dir="ltr"><p dir="ltr">Excellent storytelling and communication skills to craft compelling narratives and facilitate product adoption.</p></li><li dir="ltr"><p dir="ltr">Exceptional interpersonal skills, empathy, and the ability to build robust customer relationships.</p></li><li dir="ltr"><p dir="ltr">Strategic thinking and adaptability to align strategies with customer goals and provide actionable recommendations.</p></li><li dir="ltr"><p dir="ltr">Organisational skills and insightfulness to monitor performance and update stakeholders on customer engagement.</p></li></ul><h3 dir="ltr"><br></h3><h3 dir="ltr">Key Responsibilities: </h3><p dir="ltr"><strong>Customer Data Analysis:</strong></p><ul><li dir="ltr"><p dir="ltr">Collect and analyse customer data to understand their needs and usage patterns.</p></li><li dir="ltr"><p dir="ltr">Use these insights to craft a clear and compelling value narrative.</p></li></ul><p dir="ltr"><strong>Product Adoption Facilitation:</strong></p><ul><li dir="ltr"><p dir="ltr">Implement strategies to ensure customers are effectively adopting and utilising the product.</p></li><li dir="ltr"><p dir="ltr">Provide training, resources, and support to maximise product usage and benefits.</p></li></ul><p dir="ltr"><strong>Relationship Management:</strong></p><ul><li dir="ltr"><p dir="ltr">Build and maintain strong, multi-level relationships with both day-to-day contacts and decision-makers.</p></li><li dir="ltr"><p dir="ltr">Serve as the primary point of contact for customer inquiries and issues with the ability to delegate to a support team or an account manager depending on the nature of the question.</p></li></ul><p dir="ltr"><strong>Customer Success Planning:</strong></p><ul><li dir="ltr"><p dir="ltr">Align strategies with each customer's goals and objectives, suggesting tailored approaches to achieve them.</p></li><li dir="ltr"><p dir="ltr">Provide actionable recommendations and quick steps for customers to reach their desired outcomes.</p></li><li dir="ltr"><p dir="ltr">Update the customer success tool with regular updates for internal stakeholders on customer health and engagement. </p></li></ul><h3 dir="ltr"><strong><br></strong></h3><h3 dir="ltr"><strong>Perks and benefits:</strong></h3><ul><li><p dir="ltr">Competitive salary </p></li><li><p dir="ltr">25 days of vacation (pro-rata) plus national holidays.</p></li></ul><ul><li dir="ltr"><p dir="ltr">Private healthcare is provided by Bupa or TriNet</p></li><li dir="ltr"><p dir="ltr">Mental health support is provided by Spill.</p></li><li dir="ltr"><p dir="ltr">Life insurance.</p></li></ul><p> </p><p dir="ltr"><strong>We rock! </strong>It’s our people that make us successful. We have 100 employees globally and a fantastic culture. But don’t take our word for it - we’re proud to be named by Built In as one of the <a href="">best mid-sized companies to work</a> for in the US, Mogul awarded us as a <a href="">top 100 workplaces</a> for benefits, and we won an award with Flexa as one of the <a href="">most flexible EdTech &amp; Education</a> companies.</p><p> </p><h3><strong>Are you ready to become a buddy? Apply now.</strong></h3><p dir="ltr">Not quite ready to apply or have some questions? Then you can get in touch with the People Experience team at</p><p> </p> •

Last updated on Jul 1, 2024

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