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Customer Success Coordinator

3 weeks ago

London WH, United Kingdom Enroly Full time £25,000 - £32,000 per year

As a Customer Success Coordinator at Enroly, you will play a vital role in supporting the success of our university clients by ensuring seamless client experiences, driving adoption of our software, and assisting with the overall delivery of Customer Success initiatives. You will act as a key support to the Customer Success team, ensuring that our clients feel valued, supported, and empowered.

Key Responsibilities:

  • Customer Management
  • Provide existing customers with a voice, support, guidance and knowledge to use Enroly products and services in order to meet their business objectives. Be an advocate for the customer, proactively identify concerns, respond to issues as they arise and escalate when necessary.
  • Documentation and Records
  • Maintain accurate and up-to-date customer records, including contact information, communication history, and relevant details in our CRM system.
  • Onboarding Assistance
  • Support the onboarding process for new clients, ensuring they have the necessary resources and information to get started.
  • Assist in tailoring the onboarding process to meet specific customer needs.
  • Training Coordination
  • Schedule and coordinate customer training sessions.
  • Ensure clients have access to comprehensive educational resources to enhance their understanding of Enroly's products and services.
  • Feedback Collection
  • Gather customer feedback on their experiences to help identify areas for improvement and product enhancement.
  • Share insights with the wider Customer Success, Marketing and Product teams.
  • Renewals Tracking
  • Monitor subscription renewals, proactively assisting in renewal communication, data analysis and providing necessary information to Customer Success Managers and clients.
  • Reporting Support
  • Assist in generating reports and metrics related to customer success initiatives, contributing to data-driven decision-making.
  • Customer Advocacy Programs
  • Help identify and nurture potential customer advocates who can promote Enroly's products and services.
  • Cross-functional Collaboration
  • Work closely with Sales, Marketing, and Product teams to ensure a cohesive and aligned approach to customer success.
  • Administrative Tasks
  • Handle administrative responsibilities such as scheduling meetings, preparing materials, and managing documentation.

About You:

  • You thrive in a fast-paced environment and are passionate about contributing to the success of clients and your team.
  • You are detail-oriented, with a strong focus on accuracy and thoroughness.
  • You are excited about the opportunity to grow within a tech-focused company operating in the higher education sector.
  • You are a people person that enjoys building relationships and has excellent communication skills.
  • You are a team player and value collaboration.
  • You are eager to learn and develop in a supportive and innovative environment.

Essential Experience and Skills:

  • Experience working in a customer-facing or administrative role, ideally within Higher Education, tech, or B2B SaaS.
  • Experience working with hybrid/remote teams or clients
  • Strong organisational and multitasking abilities with an attention to detail.
  • Excellent written and verbal communication skills.
  • Proficiency in Microsoft Office and familiarity with customer relationship management (CRM) software such as Streak, Salesforce would be advantageous.

Desirable Experience and Skills:

  • Higher education degree (or equivalent work experience).
  • Experience designing and automating processes.

Mandatory Requirements

  • Based in the UK.
  • Right to work in the UK

Our Values:

  • Experience matters: We strive to provide the best experiences for our customers, their global users, and the Enroly team.
  • Do less to do more: We prioritise impact over inputs and empower our team to achieve great things.
  • Always innovate: We use cutting-edge frameworks and technologies to stay ahead.
  • Celebrate: We highlight and celebrate the achievements of our team and partners.

Job Types: Full-time, Permanent

Pay: £27,000.00-£32,000.00 per year

Benefits:

  • Company pension
  • Cycle to work scheme
  • Employee discount
  • Free flu jabs
  • Life insurance
  • Private medical insurance
  • Work from home

Application question(s):

  • Do you have experience working in a customer-facing or administrative role, ideally within Higher Education, tech, or B2B SaaS?
  • Do you have proficiency in Microsoft Office and familiarity with customer relationship management (CRM) software such as Streak, Salesforce?

Education:

  • Bachelor's (required)

Experience:

  • CRM software: 1 year (required)

Work authorisation:

  • United Kingdom (required)

Work Location: Hybrid remote in London W1H