Team Lead

4 weeks ago

Manchester, United Kingdom EdApp Full time

As the lead for the EMEA Customer Success (CS) team, you will have the opportunity to shape the direction of our CS strategy and evolve your team. You are obsessed with delighting our customers, looking for expansion opportunities and ways to increase engagement and improve the customer experience.

You know the L&D industry trends and ensure your team implements best practices. You are a people leader, or a high performing CSM that’s looking to step into their first people manager role.

You are an advocate for collaboration and someone who possesses an unrivaled sense of autonomy, accountability and dedication to helping the customer and their team achieve their goals.

**What you'll be doing**:

- Overall regional ownership of all EMEA customers, enabling the team to make clients successful as well as satisfied
- Primary ownership and accountability for your book of business, ensuring the best possible customer experience to guarantee customer growth, satisfaction, and retentionBecome an EdApp expert with comprehensive knowledge of our product, being a trusted advisor to your customers and lead figure to your team members
- Define what success means for your customers and produce detailed plans showing a clear roadmap for how to achieve this
- Prescribe the adoption and use of product features and services to the achievement of key customer business outcomes
- Maintain a revenue base by managing account retention and renewalMonitor customer health and create risk mitigation plans where needed
- Work as part of the team to develop strategies for scale and growth
- Regularly recognise and continue to encourage outstanding individual and team results
- Develop, retain, motivate and support your direct reports and broader global CS team
- Position and support your team to succeed by a sustained focus on our fundamental goals (MAU, NRR and GRR), remove roadblocks, and encourage cross-functional collaboration
- Grow team capabilities through technical & soft skill trainingUse data to identify opportunities and drive improvements in the team

**Ideally, you will have**:

- Ed Tech or learning industry knowledge
- SaaS experience
- Customer Success best practices, i.e. product adoption, QBRs, customer communication, objection handling

**We Care About People**:

- At EdApp, we care about people and growing the team, through:

- Equity with high growth potential, and a competitive salaryFlexible working arrangements, we encourage you to create the best work blend while working from your home and the local office;
- Access to professional and personal training and development opportunities; Hackathons, Workshops, Lunch & Learns;
- We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies.
- **
You’ll also receive other perks such as**:

- In-house Culinary Crew serving up daily breakfast, lunch and snacksWellbeing initiatives such as subsidised fitness programs, EAP services and generous parental leave policy
- Quarterly celebrations and team events, including the annual Shiplt global offsiteTable tennis, board games, Gym sessions, book club, and pet-friendly offices.

Differences make us better. At EdApp, we truly value a diverse workplace and are committed to creating an inclusive environment where all of our people are supported and inspired to make their mark.

**How to Apply**:
Please submit your resume along with any information that you think would be useful for us to know about you Please make it personal and relevant to the role. We look forward to hearing from you.

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