Customer Success Specialist

2 weeks ago

Macclesfield, United Kingdom Hub 4 Leaders Full time

**Job title: Customer Success Specialist **

**Location: Macclesfield**
**Full-time: 35 hours p/w**

**Salary: £20k - £23k (depending on experience)**
- Working for one of the leading information service providers in the Education sector in England, managing their service offerings for their customers. Managing the ongoing relationship and day-to-day interaction with schools, academies and local authoritiesin England._
- £20,000 - £23,000 per annum (depending on experience)
- North West; Greater Manchester region with an office located near Macclesfield
- Full time permanent position

**What is the opportunity?**

We’re looking for a talented, driven and experienced Customer Success Specialist to join our team and help support our growing customer base. You would work for one of the leading information service providers in the Education sector based in the North Westof England. We have a unique set of offerings that are used successfully by schools, academies and local authorities on a subscription basis.

We are experiencing healthy growth, with sustained uptake of our services and want to increase our capacity to deliver and continually improve the positive customer experience we provide. The Customer Success Team is responsible for ensuring all our customersare fully engaged with and experiencing real benefits from our service offerings.

CST’s responsibilities include the successful onboarding of all schools, whether they are individual schools or groups of schools within a MAT customer. They support the post-sales customer experience including onboarding all schools, provide proactive supportand manage long-term retention.

A customer success associate typically has a wide range of responsibilities, which can include:

- Onboarding and activating all new schools and ensuring a smooth transition
- Managing the relationship of our small accounts
- Support of all Multi Academy Trusts
- Providing customers with product training or support during their subscription term
- Listening to customers’ needs and providing solutions that meet those needs
- Documenting customer interactions with details about the nature of the interaction and any resolutions achieve
- Monitoring customer accounts to ensure that they are having a positive experience with the company’s products or services
- Identifying potential problems with customers’ accounts and communicating with them to resolve issues
- Coordinating with other departments such as Development, marketing, and sales to ensure that customers’ needs are met
- Creating reports on customer activity such as usage patterns or product interest
- Provide proactive support and manage long-term retention.

Communication skills
Communication skills are essential in customer service roles. You should be able to communicate with customers in a way that makes them feel valued and understood. You should also be able to communicate with your team members to ensure that customers receivethe best service possible.

Problem-solving skills
Problem-solving skills are essential for customer success representatives. You may be the first point of contact for customers who have questions or concerns about their product or service. You need to be able to identify the source of the problem and finda solution that satisfies the customer.

Organizational skills
Organization skills can help you be more efficient in your customer service role. You may be responsible for managing customer records, tracking customer service requests and following up with customers. Having strong organizational skills can help you be moreefficient in your role and complete your tasks on time.

**How to apply

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