Customer Success Manager

Exciting Career Opportunity: Customer Success Manager

Location: Remote (with monthly visits to our Sheffield office)Salary: £30,000 plus bonusType: Permanent, Long-term Career Opportunity

Nobul are collaborating with a rapidly growing, market-leading company in the education technology sector to broaden their team.

Are you passionate about building meaningful relationships and making a positive impact in the education sector? Do you excel at ensuring customer satisfaction and driving renewals? If so, we have the perfect opportunity for you!

About the Role

We are seeking a dedicated Account Manager to become a vital part of our dynamic team. Your primary focus will be on nurturing and maintaining relationships with our existing customers, ensuring their satisfaction, and driving renewals. Additionally, you will play a crucial role in onboarding new customers to our integrated platform and generating qualified referrals. This is a unique opportunity to make a tangible difference in the education sector by supporting schools and enhancing student outcomes.

Key Responsibilities

• Achieve a 93% Customer Renewal Rate: Proactively reach out to customers before contract expiration, identify renewal risks, and deliver exceptional service.
• Onboard New Customers: Successfully onboard customers onto our integrated platform post-launch in September, offer effective demos, address pain points, and assist with technical challenges.
• Generate Qualified Referrals: Build strong relationships with existing customers, identify upselling and cross-selling opportunities, and facilitate the referral process.

What You'll Be Doing Most of the Time

• Relationship Building: Establish trust and rapport with assigned customers, understand their needs, and maintain proactive communication.
• Onboarding: Guide new customers through the platform integration process, offering demos and ongoing support and training.
• Renewal Management: Monitor customer accounts, identify renewal risks, and work proactively to retain customers through upselling, cross-selling, and exceptional service.
• Referral Generation: Engage with customers to identify potential referral opportunities, qualify leads, and facilitate the referral process.
• Customer Advocacy: Serve as a voice for the customer within the organization by providing feedback to product and marketing teams to enhance the customer experience.

Challenges You'll Face

• Platform Launch and Transition: Manage customer expectations and navigate potential challenges during platform integration.
• Fast-Paced Environment: Adapt to the rapid pace of the organization and evolving processes and systems.
• Data Challenges: Work with existing data systems that may not be fully integrated or user-friendly.
• Balancing Soft Commercial Skills with Technical Support: Provide support while leveraging commercial skills to generate referrals without overstepping technical boundaries.
• Building Rapport with a Diverse Customer Base: Understand the unique needs and challenges of customers from different segments and tailor your approach accordingly.

Why You'll Love This Job

• Meaningful Work: Make a positive impact in the education sector by supporting schools and improving student outcomes.
• Growth Potential: Join a growing organization with opportunities for career advancement.
• Impactful Role: Directly influence customer satisfaction, retention, and referral generation, making a tangible difference in the business.
• Collaborative Environment: Work in a team-oriented setting with supportive and passionate colleagues.
• Strong Brand: Be part of a respected and well-known organization in the education field.
• Personal Fulfillment: Enjoy a rewarding experience if you're passionate about education and building relationships with customers.

Qualifications and Skills

• Customer Renewal Management: Track renewal dates, identify risks, and offer upselling and cross-selling opportunities.
• Integrated Platform Onboarding: Conduct demos, provide onboarding materials, offer personalized support, and collect feedback.
• Referral Generation: Engage with customers, develop referral campaigns, track leads, and collaborate with the sales team.

If you're ready to take on an impactful role in a collaborative and growth-oriented environment, we want to hear from you!

Apply now and join us in making a difference!