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Customer Relationship / Account Manager

Member Experience Manager – Education Sector – up to £32,000 + Commission

Are you a Customer Experience or Customer Relationship person? Are you a skilled Key Account Manager with experience of managing over 100 accounts?

Education Support Professionals are looking for a a highly motivated candidate with experience in customer relationships and account management to join a successful member experience team and lead their member experience consultants.

In addition to the salary the company offers (but not limited to)

  • Excellent holiday allowance
  • Flexible hours
  • Buying and selling holiday
  • Enhanced maternity pay
  • Free breakfast, fruit, and drinks
  • Regular social events

 The Role:

The role of Member Experience Manager provides daily, rewarding challenges and plays a critical role in the company’s customer success framework. You will embed a customer success philosophy into the business combining your experience and personality.

One of the key responsibilities will be managing the company’s mid-market accounts, approx. 150 currently and developing industry leading service to their members throughout the customer lifecycle.

Accountable for the retention and cross selling of other services, you will be using your skills and experience across a wide range of scenarios, providing the customers with excellent service from initial onboarding through to renewal, leading and encouraging the Member Experience Officers to do the same.

Key Responsibilities:

  • Line manager to the Member Experience Officers
  • Responsible for the retention of mid-market accounts
  • Regular engagement with the Head of Member Success on the status of the mid-market accounts
  • Work closely with the Strategic Member Experience Managers – share best practice of service design and support smooth transitions between account ownership when mid-market accounts become strategic
  • Work closely with the Head of Member Success on the design and implementation of a Customer Success philosophy across the business
  • Work closely with the CRM Manager and technology teams to design scalable, proactive engagements that encourage usage, membership, cross-sell, referrals, renewals, support with using the service and gathering member feedback
  • Encourage and maintain a curious mindset within the team
  • Work closely with your colleagues in the sales team to ensure members are given a smooth transition between the pre and post-sale touchpoints
  • Making proactive interventions where there is a risk to either membership or service
  • Reporting to the team on the areas you are responsible for to help ensure personal and team objectives are being met
  • Work closely with colleagues in product, content and market research to ensure services deliver exactly what the member needs, using feedback from your accounts and your team to empower decision making
  • Hold others across the business to account when experience levels are not met
  • Take ownership of developing your own and colleagues’ skills and competencies
  • Contributing to the ongoing development of the Customer Experience strategy in partnership with the Head of Member Success, Director of Customer Experience and Head of Sales
  • Ensuring that records of accounts and individuals you engage with across multiple systems are kept up to date and accurate at all times

Key Requirements:

  • Experience of working in customer success, sales or relationship management
  • Line management experience is essential
  • A good understanding if Salesforce
  • Knowledge or interest in the education sector
  • Motivation to provide an outstanding customer journey experience to customers
  • Good written and oral skills
  • Project Management skills

Job summary

Sector:

Customer Experience

Location:

London or UK wide

Salary:

up to £32K + comms

Contract type:

permanent

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