About this role
Reed.co.uk is looking for a Customer Success Manager to join their Courses Commercial Team in Holborn, London.
Overview As a Customer Success Manager you will have a key strategic role within reed.co.uk. As a customer focussed individual you are motivated and engaged by providing service excellence to our clients.
Courses Customer Success Managers frequently move between Optimisation of accounts and quality control. The role is a combination of proactive and reactive tasks that require a delicate balance and a willingness to switch focus as and when things occur.
Key Responsibilities Analysing and monitoring customer data to draw insights and optimisations, communicating those findings to clients to adjust course listings, self service bids and sold products for better performanceInvestigating providers suitability for the site when negative student experience issues occur Proactively seeking opportunities to increase revenue within existing customer accounts prioritizing customer sales and quality lead generation Identifying additional sales opportunities and raising Customer Success Quality leads (CSQL) for salespeople to closeTaking ownership of managing tasks & projects that align with commercial OKR’sManaging a large volume of varied accounts, ensuring regular contact and meetings are heldEnsuring any live contracts are being fulfilled and the provider is getting the most from their products Renewing existing contracts periodically Liaising with internal teams to ensure client needs are being met; coordinating with, Finance, Tech and Product regularly Skills and Experience Capability to communicate brand/products effectively and clearly both internally and to external customers over multiple mediaAbility to digest data and relay it to customers in a manageable, clear and concise wayProactive, positive, self-starter and team player with a skill of continually improving processesAbility to work in a team-based, collaborative environment and a passion for contributing to the creation of a world class customer success functionTrack record of working in a customer-facing environment and developing initiatives to ensure or improve upon a customer’s ROIExcellent presentation and meeting facilitation skills Demonstrable success in thinking strategically, while providing consistent and high level customer satisfaction and retention in a fast-paced environment. Benefits Hybrid working (minimum 3 days per week in office). 25 days annual leave plus bank holidays. Flexible holiday scheme. Moving home leave. Financial benefits including pension and health cash plan subscription. Enhanced family leave policies. Insurance benefits including life assurance. Love Mondays events. Discount scheme including gyms and popular retailers. Range of wellbeing and mental health support avenues. Office in an amazing location, with countless bars, restaurants and theatres right on the doorstep. These are just some of the great benefits we offer everyone !