Customer Success Manager

Department – Customer Success                    

Reports to – Director of Customer Success

Main duties and responsibilities

This includes, but is not limited to, the following:

• On-boarding new customers to familiarise them with Admissions+ and Bursary+
• Ensuring customers are set up and have everything they need in place to use the platform successfully including system configuration, resources, and training
• Training customers on new features and on how to use the products
• Building customer relationships and ensuring customer retention by approaching customers due for renewal
• Contribute to the Knowledge Base as required
• Encouraging upsells when speaking with customers
• Advocating for the company & encouraging customers to provide reviews & testimonials
• Be the voice of the customer – communicate customer pain points back to the organisation with suggestions on how to solve them
• Collaborative working with Sales Team and other departments

You may also be required to perform such other and/or additional duties within your skillset and competence as your employer may require.

To excel within this role team members must

• Build & maintain positive relationships with all schools assigned to them
• Check daily the status of their schools currently onboarding & complete tasks by set deadlines
• Respond to all emails within 24 hours – either to arrange a meeting, comment on feedback given, or to let the customer know they will look into the inquiry
• Keep detailed notes of all customer meetings, calls & communication on the contact file in Hubspot
• Be an advocate for Applicaa, providing training & guidance to customers, and upselling to other products as efficiently as possible
• Ensure all contacts & companies assigned to them have complete details in Hubspot – Two key contacts with roles, phone, email, A+ URL.

Daily routines

• Check Calendar & prepare for any training calls or feedback meetings scheduled for that day
• Check Hubspot tasks & complete any tasks assigned ie uploading training notes, chasing customers without booked meetings
• Check emails & respond accordingly ie requests for support/training
• Carry out all scheduled meetings & calls, ensuring detailed notes are kept and uploaded to the contact’s Hubspot file

Person Specification

Essential

• Experience of working in an independent school
• Good level of IT literacy & knowledge
• Strong written and verbal communication skills
• Confident and patient demeanour with customers to provide effective training and a positive customer experience
• Ability and desire to thrive in a fast paced, customer-centric environment
• Flexible and organised approach to a varied workload
• Team attitude and collaborative approach with colleagues

Desirable

• Experience of working in independent school admissions or administrative role
• Experience using Hubspot CRM
• Experience working in a Sales or customer-facing role