Customer Success Advisor

3 months ago

Cowbridge, United Kingdom FFT Education Ltd Full time

**Interviews are anticipated to take place week commencing 10th June, virtually.**

**Unfortunately we are unable to provide visa sponsorship at this time.**

**The company**

FFT is an industry-leading education technology company (non-profit) with staff working from home or at our offices in Cardiff or London. Using cutting edge technology, FFT provides an education analytics platform to 13,000 schools in the UK and schools in 40 countries around the world. We have a strong, trusted brand with schools and our analytics services helps school leaders and teachers to analyse pupil assessment data, benchmark school performance, support school improvement and ensure that every pupil achieves the very best education outcomes.

**The opportunity**

We are looking for a talented Customer Success Advisor with a strong customer focus to join our growing Customer Success team, working remotely from home and at our office in Cowbridge, South Wales, with the choice of either full time, part time or term time contracts.

**The role**

As a customer success advisor you will:

- Be a champion for our growing customer base
- Onboard and train new customers on existing products
- Respond to customer support queries
- Investigate problems through to resolution
- Become an expert on our products and be able to demonstrate these to customers
- Help customers identify training needs and link to available training and resources
- Understand the customer journey
- Analyse customer data to inform and identify best practice and engagement
- Help in other areas of the business where and when needed

**Skills, knowledge & experience**

Essential:

- A clear and confident communicator, verbally and in written/presentation form
- Enjoy a challenge - a competent and proactive problem solver
- Ability to work as a team player, in a remote working environment. You will be required to collaborate within the Customer Success Team and with other areas of the business
- Enjoy working in a fast paced environment
- Attention to detail Proficient in MS Word and Excel

Desirable:

- Experience in a customer/client facing role
- Experience of working with Salesforce or equivalent CRM system
- Experience of working for a SaaS company

Bonus:

- Knowledge of the UK education system
- Knowledge of the FFT Aspire product suite
- Information security awareness

**The perks & benefits**

The chance to work alongside a team of hard-working, passionate people in a role where you'll see the impact of your work every day. We also offer:

- a generous pension scheme with FFT contributions at 9%
- Employee Assistance Programme system supporting employees wellbeing
- 4.5 day full-time working week
- Birthday Leave
- Private Healthcare Insurance, including virtual GP access 24/7
- Income Protection Scheme
- Life Assurance Scheme
- Cycle to Work Scheme
- Enhanced Maternity and Paternity Pay
- Electric Vehicle Lease Scheme
- Regular Social Events
- Flexible working, including term time only positions
- 38 days annual leave (increasing with length of service), including Bank Holidays and company shutdown around Christmas and New Year
- Our 'Lunch and Learn' programme to provide insight into company hot topics with free pizza
- Personal development opportunities with a dedicated training budget
- Dog friendly offices
- Free office refreshments (fresh fruit, biscuits, tea & coffee, coffee machine,)
- Free all day parking within walking distance of the office _(excluding our London office)_

**Refer a friend**:know someone who would be good for this role? You can refer a friend or family member, if they are offered a role with FFT, we will say thank you with a bonus up to £250 Ensure the applicant selects Refer a friend scheme and notes your FFT Employee ID when they apply.**

**Unfortunately we are unable to provide visa sponsorship at this time.**

**Strictly no recruitment agencies to contact us in regards to this role as we have a PSL in place and do not wish to speak to any further agencies at this time.

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