Customer Success Manager

As the Customer Success Manager, you will play a pivotal role in ensuring our potential customers receive a first-class webinar experience and an outstanding onboarding journey. In this position, you will prepare operationally for each live webinar, collaborating with both internal and external stakeholders to guarantee a seamless process. After each event, you will onboard new students, providing a world-class level of service that embodies our brand values. You will also support customer retention efforts post-onboarding by addressing additional needs and inquiries from students.

Responsibilities

Manage and coordinate events for seamless delivery

• Facilitate the smooth streaming of live webinars, assisting trainers and customers with any technical difficulties.
• Serve as the first point of contact for inquiries about products, services, and system usage.
• Communicate effectively with customers through various channels, including phone, email, web chat, and WhatsApp.
• Identify critical tasks and activities to ensure high customer satisfaction levels.
• Streamline processes to enhance efficiency and reduce the risk of errors.
• Support and onboard new customers by delivering welcome information and arranging introductory calls.
• Ensure responses to all customer inquiries are handled within agreed SLA timelines.

Manage and resolve customer queries efficiently

• Acknowledge and address customer queries and complaints in a timely manner.
• Resolve complaints during initial interactions whenever possible to minimize follow-up contact.
• Identify complex or sensitive complaints and escalate them to senior team members as needed.
• Provide accurate, first-time-right responses to inquiries, escalating issues as required.
• Maintain clear communication throughout the resolution process, offering timely updates and setting clear expectations.

Build and maintain strong customer relationships

• Establish trust through consistent communication and proactive support.
• Understand customer goals, challenges, and industry trends.
• Advocate for customer needs within the organisation.
• Oversee and ensure a smooth onboarding process and continued education for customers.
• Address and resolve customer concerns in a timely manner
• Collect and analyse customer feedback to drive improvements.
• Collaborate with teams to ensure customer issues are handled effectively.
• Share best practices and success stories to drive adoption and engagement.

Collaborate effectively with internal stakeholders

• Work cross-functionally with Sales, Operations and Marketing to improve customer outcomes.
• Provide insights from customer interactions to ensure continuous improvement.
• Ensure accurate records in the CRM.
• Report on key success metrics.

Diversity

Our workforce is made up of a diverse community, where we all belong and feel part of something bigger. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles unless operational requirements prevent otherwise.

Skills/Qualifications

• Experienced of working in a fast-paced environment
• Strong communications skills both written and oral
• Proficient in using CRM software (HubSpot advantageous)
• Strong attention to detail
• Problem solving abilities
• Prior experience in a customer service role

Job Types: Full-time, Permanent

Pay: £35,000.00 per year

Benefits:

• Company pension
• Employee discount
• On-site parking
• Referral programme
• Store discount

Work Location: In person