Customer Success Consultant

5 months ago

Lymm, United Kingdom Coaching Culture Full time

**Do you have a passion for building great customer relationships and supporting organisations to develop their employees the right way?**

**About you**:
**About us**:
We are Coaching Culture, and the reason we exist is to **make work better** We believe that all managers should have the ability to use coaching skills to get the most out of their teams.

**What we do**:
We help organisations create a coaching culture, we do that by providing online training content and digital platforms to help our customers create a better workplace.

So, if you’re looking for a great culture, lots of flexibility and the opportunity to learn and develop whilst also working with a great team, cool products and lovely customers then read on

**How you fit in**:
We’re looking for someone to join our team to support our growing list of customers.

When a customer comes onboard, we have to do everything we can to make it a success... and that’s where you fit in It’s a customer-facing rolein another company it would probably be called an account manager, but we call it a Customer Success Consultant.

**About the role**

**Key Responsibilities**:

- Manage multiple account subscriptions, ensuring that a high level of customer satisfaction and retention is maintained.
- Supporting new customers during the onboarding phase, ensuring they launch the content successfully, and offering support and guidance throughout.
- Raising invoices, completing any supporting documents, and working with the customer’s tech team to ensure a smooth account set-up.
- Regular check-ins (Teams/video calls) with customers to understand their engagement levels and plans. As well as updating them on new content releases and resources.
- Respond to any ad-hoc requests and tickets raised by customers.
- Collaborate with the team to share ideas and customer insights.
- Timely conversations about subscription renewals, and spotting opportunities where other products may further support customer strategies.

**Required skills**:

- Awesome ability to form relationships with others.
- Excellent verbal and written communication skills - comfortable with face-to-face customer video calls.
- Being a fast learner, with the initiative to self-start and is excited to find the solution to problems that may present themselves.
- Planning and managing your own workload, able to adapt to changes in customer priorities.
- I.T. literate - (MS Office, etc.), but also confident with other tech and software, particularly CRMs.

**Desired skills**:

- Some knowledge and understanding of an organisational structure.
- Interest and / or exposure to HR, L&D and organisational development.

**Benefits**

**Development opportunities**:
Surprise, surprise, you get access to coaching resources :) but in addition to that, we have an environment where you are allowed to try things and fail. We provide access to coaching, mentoring and learning resources tailored to your development needs.

**Working hours**:
35 hour week carried out between Monday to Friday 7am to 7pm. Core hours are Monday to Thursday 10am to 3pm, everyone is required to work from the office on a Monday.

During your probationary period - you would be required to work in the office.

**Holidays**:
We offer the statutory holiday allowance of 20 days, plus all bank holidays, plus we gift 3 extra days at Christmas when we shut the office. (Note, that our 35 hour week is 16 working days less than a 37.5 hour week over a year, and 30 days less than a 40 hour week)

**Other benefits**:

- Private health care
- Pension

**Job Types**: Full-time, Permanent

**Salary**: £23,000.00-£26,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Flexitime
- On-site parking
- Private medical insurance
- Sick pay
- Work from home

Schedule:

- Flexitime
- Monday to Friday
- No weekends

Ability to commute/relocate:

- Lymm: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Account management: 1 year (preferred)

Work Location: In person

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