Customer Success Manager
2 months ago
Responsibilities
* Understand and act on the needs of Support Centres regarding on Bromcom’s full range of Management Information System (MIS) software products.
* Work to improve accreditation processes to ensure Support Centres are fully qualified to support Bromcom customers.
* Conduct regular meetings with Support Centres including (but not limited to):
* 1-2-1 support to help them effectively support Bromcom schools.
* sharing information on any new products and developments or changes, complimenting any written updates that are released via normal channels e.g. documentation, service changes, outages etc.
* support service review meetings with the Support Manager and manage actions accordingly.
* Review usage of existing schools under Support Centres to drive product utilisation, success and contract renewal.
* Assist with helpdesk tickets as required.
* Gather feedback and provide insights to the Documentation team to continuously improve self-service.
* Work with the wider Success, Community and Customer Care teams to improve effectiveness.
* Meet regularly with relevant sales teams to understand pipeline of customers, new support centre partnerships and the relevant needs.
* Travel to Bromcom customer sites as required.
Job requirements
Skills and Experience
* Required
* Secure Bromcom MIS Experience
* Excellent communication and presentation skills
* Natural interest in systems - data analysis and reporting
* Ability to learn and adapt as software changes
* Well-organised and able to thrive in a busy team
* Excellent people skills
* Desired Experience:
* Exposure to CRM system e.g. Dynamics 365
* Experience in creating training courses and testing
* Previously held roles as data manager, exams officer, technical support or training role at either a school, multi-academy trust or Support Centre.
*Bromcom is an Equal Opportunities employer
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