Customer Success Manager

applicaa ltd - london, uk

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

Customer Success Manager

Remote – Fulltime Position

If you’re up for the challenge and interested in learning more, we’d love to hear from you.

Sounds interesting? Send me your CV and a Personal Statement to

recruitment@applicaa.com