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Client Success Manager
4 months ago
Salary: to £35k doe
Hours: 9am-5.30pm Mon-Fri, Hybrid: 1-2 days per week in the office
Benefits: 23 days hols rising by 1 day pa to 25 total plus bank holidays, free parking, pension, modern offices with cafeteria
PLEASE NOTE YOU MUST DRIVE AND HAVE YOUR OWN TRANSPORT DUE TO THE OFFICE LOCATION
Aspire Jobs are delighted to be working in an exclusive partnership with our client, The Professional Alternative to recruit a Client Success Manager to join their small but growing business.
The Professional Alternative is an online learning and compliance platform dedicated to supporting legal and accountancy firms. They provide digital content for personal and professional development, covering industry-specific emerging topics and compliance training, forming part of a firm's CPD strategy.
They understand that great content alone is not enough to create engagement and upskill teams. That is why, in addition to giving clients unlimited access to their platform, they work closely with their clients’ teams to understand every individual’s learning requirements, styles and topics of importance. The aim? To ensure they deliver the right content, to the right people, at the right time.
With outstanding renewal rates, their business is thriving and rapidly expanding. Due to a recent surge in clients, they are strengthening their customer success team and seeking passionate customer success account managers to join them. You will be part of our expanding customer success team, focusing on client support and account management
The successful Client Success Manager will report into the Director of Customer Service and will:-
* Have prior experience in a customer success manager or account management role, ideally within a B2B environment.
* Have superb attention to detail
* Have a willingness to learn and be confident taking on a new challenge
* Be comfortable at presenting over Teams to large groups as well as individuals
* Have excellent people skills and be able to demonstrate the ability to develop client relationships
* Have the right attitude – not be frightened to ask questions and ask for help but also be able to nurture clients
* Be tech-savvy and good with MS Office Suite
* You must have basic Excel skills (if you are advanced level then great)
* If you have any experience of Mailchimp or Canva then great as they do produce creative newsletters which you will get involved with
The role will see you being given a set of key accounts whom you will build relationships with. Your sole aim is to ensure that they are using their online account as much as possible and encouraging engagement by providing creative solutions to their issues.
This is not a sales role, but is heavily customer service focused. With strong retention rates, they wish to ensure that clients renew each year and are getting the ROI on their investment.
You will be dealing with CEO’s and HR Directors of some large corporate businesses, so must be a strong communicator who is confident at dealing with people at all levels.
You will be producing reports and building learning journeys for clients, so attention to detail is key.
You'll join a team that celebrates collective success and collaboratively shapes product development, valuing everyone's perspective. Here, every voice matters, offering an opportunity for each team member to contribute to shaping the future of our product. It's very much a friendly, helpful team focused culture where everyone chips in (including the founders). You will be trusted to work autonomously, but with support where needed.
Job duties
* Your role is to provide operational and consultative support to clients and their management teams.
* You will support all users with questions, queries, and concerns to ensure a smooth and seamless learning experience.
* You will schedule mandatory training for clients, set up nagware solutions to chase course non completion.
* You will schedule weekly newsletters to highlight new training resources.
* You will create reports for clients to suit their needs and requirements.
* You will champion the user experience, working proactively with stakeholders to share insights on usage and develop strategies to boost engagement.
* You will immerse yourself in their content to provide advice to clients, create training schedules and content plans to support as an L&D resource for clients.
* You will identify opportunities for upsell and expansion within your accounts to support the customer success and sales departments, respectively.
* You will support other colleagues with customer projects where necessary.
* This role involves a significant amount of administration, including generating and editing reports, creating content plans, developing promotional materials to support customer success, and enhancing our data management.
At least once a week, you will be required to come into the office to meet in person with the Customer Success Director and the rest of the team.
Sound like you? Then get in touch now
PLEASE NOTE, ANY CVs SENT DIRECTLY TO THE CLIENT WILL BE FORWARDED TO ASPIRE JOBS
