Senior Customer Success Manager

3 weeks ago

London, United Kingdom Ocho Full time

Job Specification: Senior Customer Success Manager

Industry: Learning and Development

Location: London

Type: Full-time


Our client is a leading provider in the learning and development space, dedicated to empowering individuals and organizations through innovative educational solutions.


Position Overview

Our client are seeking an experienced and dynamic Senior Customer Success Manager to join their team. The ideal candidate will be a proactive relationship builder with a strong background in customer success, particularly within the learning and development sector. This role focuses on cultivating and maintaining strong client relationships, ensuring clients achieve their desired outcomes through our products and services, and driving customer retention and growth.


Key Responsibilities

  • Client Relationship Management: Develop and maintain robust, long-term relationships with key stakeholders, ensuring a deep understanding of their needs and objectives.
  • Customer Success Strategy: Design and implement effective customer success plans that align with client goals and drive the adoption and usage of our learning solutions.
  • Onboarding and Training: Oversee the onboarding process for new clients, providing comprehensive training and resources to ensure seamless integration and utilization of our products.
  • Proactive Engagement: Regularly engage with clients through meetings, check-ins, and reviews to monitor progress, address concerns, and identify opportunities for additional value.
  • Performance Monitoring: Track and analyze key metrics to gauge customer health, usage patterns, and success outcomes, leveraging insights to improve service and support.


Qualifications

  • Experience: 5+ years of experience in customer success, account management, or a related field within the learning and development industry.
  • Education: Bachelor’s degree in Business, Education, or a related field. Advanced degrees or certifications in learning and development are a plus.


Skills:

  • Relationship Management: Proven track record of building and maintaining strong client relationships.
  • Communication: Exceptional verbal and written communication skills, with the ability to present complex information clearly and concisely.
  • Problem-Solving: Strong analytical and problem-solving abilities, with a focus on delivering client-centric solutions.
  • Project Management: Excellent organizational and project management skills, capable of handling multiple clients and tasks simultaneously.
  • Technical Proficiency: Familiarity with learning management systems (LMS), educational technologies, and data analytics tools.
  • Personal Attributes: Highly motivated, proactive, empathetic, and customer-focused.


Benefits

  • Competitive salary and performance-based bonuses
  • Comprehensive health and wellness benefits
  • Professional development opportunities
  • Flexible working arrangements
  • Collaborative and inclusive company culture

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