Position Overview
We have identified the need for a Customer Success Manager, which will be a key position within the existing Customer Success Team that now has a broader remit across all UK brands. The purpose of the role is to maintain the existing school engagement product customers, specifically our Parentapps client base, while utilizing the group brands at your disposal to upsell and mitigate churn. This role includes responsibilities for customer success activities (e.g., adoption, advocacy, retention, etc.) and outcomes (e.g. renewals, cross-sell, etc.). The Specialist will empower customers to achieve their goals through smart utilization of our software, which in turn ensures loyalty and a high rate of retention. In addition to developing relationships with clients and becoming a trusted advisor, the This role is responsible for upselling and contract renewals for a strategic segment of our customers. They will have a strong understanding of their customer’s success objectives and the ability to identify and articulate how our solution supports achievement of the customer’s ambitions and goals. They will manage the customer experience across their segment of customers meeting.
A Day in the Life
- Manage agreed customer success outcomes and strategy
- Maintain customer records and practice good CRE hygiene
- Regularly report back to the business on progress of agreed KPIs
- Review and adapt motions to minimize churn and maximize revenue
- Continue to broaden or develop professional services revenue
- Maintain and extend existing contracts for as long as viably possible
- Review usage statistics to spot ‘at risk’ customers
- Minimize churn by mitigating non-product related loss reasons
- Use creative methods to improve client NPS
- Leverage business tools and reporting to validate assumptions and analyze trends
We are looking for someone who brings…
- 2+ years’ experience in customer-facing sales, support and/or retention within software organizations
- Good knowledge of the products and a passion for the market segment they serve
- Ideally a combined background of post-sale and sales experience
- Strong empathy for customers and their needs
- Demonstrated desire for continuous learning and improvement
- Excellent communication and presentation skills
- Relevant degree or equivalent qualifications agreed retention and usage targets
About VenturEd Solutions UK
VenturEd Solutions UK comprises of market-leading education technology companies trusted by over 18,000 school establishments. Our family of products provide customers with tangible benefits by reducing costs, offering your staff more time to focus on their priorities and working alongside your leadership teams to achieve your strategic priorities.
Our suite includes communications, payments, analytics, data integration solutions, and school website design. Home of Groupcall, Teachers2Parents, SchoolMoney, BehaviourWatch, SchoolPod, Parentapps, WisePay, Assembly, and Xporter.
Why work here?
- Full personal membership to our private healthcare, AXA PPP
- 25 days of holiday, plus the bank holidays
- Generous paid sick leave
- Enhanced paid parental leave
- Membership to our Death in Service Insurance scheme which provides 4x your salary to your loved ones
- Generous salary sacrifice pension scheme
VenturEd Solutions is an equal opportunity employer, committed to being a successful, caring and welcoming place for all employees. We want to create a supportive and inclusive environment where our employees can reach their full potential, without prejudice and discrimination. We are committed to a culture where respect and understanding is fostered, and the diversity of people’s backgrounds and circumstances will be positively valued.
We therefore treat everyone on the basis of their talent and cultural capability, and nothing else.
VenturEd Solutions aims to achieve equality by removing any potential discrimination due to protected characteristics defined in the Equality Act 2010.
Additional factors
All persons hired will be required to
- Verify their identity
- Provide proof of the right to live and work in the UK
- Complete and satisfy any pre-employment checks