Junior Customer Success Manager
The Challenge
Cognassist is looking for a Junior Customer Success Manager (CSM) to join our team. This is a remote role to support clients across the country. Reporting to management, this individual will work with smaller providers in the Apprenticeship and Further Education sectors, delivering superb service and growing revenue, delivering on the dual goal of improving learner outcomes and growing Cognassist’s business.
We’re looking for someone keen to take their next step in their commercial career, and to help build a world-class business development & customer success team in the UK and globally, delivering a solution that really makes a difference to people’s lives.
The Role
The successful candidate will work to ensure that client needs are understood and satisfied. They will collate and report information, ensure company offerings meet the individual needs of clients, and build and manage client relationships across our small provider base.
Additional skills include the ability to develop a compelling business case to create upsell and cross sell opportunities, to influence the organisation to prioritise and resource strategic opportunities and the ability to negotiate renewals with the support of the Customer Success Managers within the team.
Responsibilities
• Build solid and profitable relationships with your clients and their employees through world class customer service, relationship building, client entertainment and networking.
• Use a range of data reporting tools to analyse performance and spot trends, risks and opportunities and report to colleagues on any high-risk clients.
• Develop trusted advisor relationships with key accounts, customer stakeholders and senior management teams internally & externally.
• Champion the benefits of cognitive profiling and learning support strategies throughout the client business and internally with support from your colleagues.
• Manage our Customer Service inbox and distribute to colleagues accordingly.
• Generate interest from clients for incremental sales from existing and other company products and services.
• Produce winning proposals and presentations for CSM’s to deliver.
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Support on the acquisition of case-studies and testimonial feedback including video media/filming, surveys, and face to face interviews.
• Assist with challenging client requests or issue escalations as needed.
• Work closely with the software development team to scope priorities based on client demand.
• Act as the eyes and ears of the business spotting risks and opportunities through probing conversations.
• With training and guidance from the team you will be responsible for communicating all changes/updates and reports to our smaller client base through email.
• Producing Digital quarterly business review for our smaller client base.
• Assisting our support team during annual leave and busy periods, processing support queries that come through and resolving them as quickly as possible.
Required Skills & Experience
• Experience of the Education and EdTech sector preferable but not mandatory, with passion about the education industry and the role of cognition in deliver learner achievement.
• Demonstrable communication and relationship development skills via video and
teleconference or face to face and the ability to communicate, present and influence key stakeholders at all levels of an organisation with support from your colleagues.
• Organised, hardworking and willing to build your career through success with clients.
• A quick learner and the ability to work and think clearly when under pressure.
• Proven work experience in administration or account management.
• Some experience with CRM software (e.g. Salesforce) and MS Office (particularly MS Excel).
• Experience delivering client-focused solutions to customer needs and challenging customers where necessary.
• Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail.
• Excellent listening, negotiation, and presentation abilities.
Key Competencies
• Strong verbal and written communication skills.
• Customer focused, curious, and hungry for results.
• Excellent interpersonal skills.
• The ability to multi-task.
Qualifications
• Qualification in Customer Service/Client Relations or in a related field from a recognised institution.
What's in it for You?
- EMI company share scheme, meaning you would own a percentage of shares, turning into significant monetary value in time.
- Competitive salary.
- Westfield Health Care plan.
- 1-2-1 Sanctus coaching sessions to support personal and professional development with proactive mental wellbeing support.
- Fully flexible working.
- A paid day off on your birthday.
- AIG Life insurance.
- Workplace Nursery Benefit
- Long service awards to celebrate key employment anniversaries.
- Excellent discounts/wider wallet.
- 5% matched contribution pension scheme.
- 25 days holiday + bank holidays (33 days).
- Paid wellbeing days, volunteer days, and study days.
- Quarterly values awards.
- Staff parties and events.
- Modern homeworking tech kit.
- Enhanced maternity & paternity pay.
- And being part of something AMAZING!
Cognassist is a Disability Confident Committed employer, and we welcome your application even if you believe you do not meet all of the above criteria - your unique skills, and experiences are valued, and your contribution could be exactly what we need to grow together.
- Department
- Customer Success
- Locations
- Remote
- Remote status
- Fully Remote
Uniqueness is a superpower
- Our culture really matters to us at Cognassist.
- We know our vision of creating a more inclusive world, starts with us.
- Our commitment to inclusion across race, gender, age, religion, identity, and experience drives us forward every day. We welcome candidates from all walks of life.
- We’re committed to authentically investing in our people.
- We provide our teams with the best possible benefits, the latest tools, and nurturing environments to work in.
- We always strive to empower people to do their best work and deliver real impact.
Junior Customer Success Manager
Loading application form
Already working at Cognassist?
Let’s recruit together and find your next colleague.