Customer Success Specialist

5 days ago

Cambridge, Cambridgeshire, United Kingdom Lifetime Full time

We are seeking a Customer Success Specialist to join our team at Lifetime Training Group. This role will ensure our customers get the most from our products.

The Customer Success Specialist will report to the Customer Success Manager, building strong business relationships and leading customer projects from conception to deployment. As a trusted advisor to customers, the specialist will help them maximize value and impact from our solutions and services.

Key Responsibilities:

  • Ensure a smooth transition from the presales phase, through to project scoping and client onboarding to the platform
  • Build relationships with organisations, improve customer adoption and ensuring value is well understood
  • Becoming a product genius, and over time delivering training webinars and product demonstrations to customers
  • Produce and maintain client facing materials such as how to guides and new feature spotlights
  • Gather customer feedback and insight and share with the business
  • Manage customer projects; capturing requirements, visiting clients, monitoring and reporting status and dealing with issues as they arise
  • Being the advocate of best practice for all things relating to product and Customer Service
  • Managing regular service reviews with key clients
  • Demonstrate new functionality to our user base
  • Continuous improvement of our project services, implementation, and product lifecycle
  • Working with the team to translate issues and requests into future product improvements

Requirements:

  • Self-motivated and results driven, enthusiastic with a can-do attitude and a bias for speed and action
  • Highly organised, customer focused, collaborative and detail oriented, able to juggle multiple, competing priorities with excellent communication and interpersonal skills
  • Problem solver, comfortable managing and resolving conflict
  • Ability to translate expectations from stakeholders into clear requirements and specifications
  • Outgoing individual who enjoys building professional relationships with colleagues and clients alike
  • Must have strong skills in critical tools such as Excel, Powerpoint, project tracking systems (Jira and Confluence desirable)
  • Knowledge of SAAS platforms and Apprenticeships advantageous
  • Experience of Agile, Software sales & implementation or project management desirable
  • Driving licence held and able to travel UK wide

Benefits:

  • 25 days' holiday rising with service and your birthday off
  • Holiday purchase scheme for those life changing trips and moments
  • Long service reward and recognition
  • Enhanced Pension
  • Group Life Assurance – 3 x Annual salary
  • Unlimited access to six Smart Health services including a 24/7 virtual GP
  • Health Cash Plan
  • Access to curated wellbeing content and our Employee Assistance Programme
  • Perkbox
  • To support your work/life balance we give you the opportunity of flexibility within our core working hours (9.00 – 5.30)
  • Enhanced sick pay
  • Enhanced Maternity/Shared Parental and Adoption packages leave
  • A reward programme and recognition programme and annual awards event

About Us:

Lifetime Training Group is a passionate organisation that is committed to creating life changing opportunities for our learners. We are made up of four unique businesses, two of which focus on apprentice training across a range of professions, one that focusses on awarding qualifications, and one which develops the awarding software.

We are at the forefront of innovative training and awarding and as a larger group network we can offer a broad range of development opportunities, great benefits and a people focussed reward and recognition offering

We are committed to broadening the diversity of our workforce and creating a sense of belonging for all. In this way we will better represent our learners and partners to greater understand and fulfil their needs.

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