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Customer Success Co-Ordinator – £25,000 – £27,000 – Leicester

Customer Success Co-Ordinator – £25,000 – £27,000

Are you looking for an exciting new challenge? Are you looking for a new role that offers you the opportunity to make a real difference to your clients/customers whilst also further developing your skills?

Education Support Professionals are looking for a passionate and highly motivated individual to join a rapidly expanding international company providing cloud-based solutions to schools across the UK.

On offer in conjunction with the salary;

  • Flexible Planned Paid Time Off
  • Generous Sick Leave
  • Purpose Driven Culture
  • Work-life balance
  • Company Paid Parental Leave
  • Company Paid Short Term Disability

As a Customer Success Co-Ordinator you will be further enhancing the company’s recent success of building growth and increasing their annual customer retention rate. You shall be responsible for day-to-day customer success activities from initial onboarding through to consistent & concise engagement and retention.

Developing initiatives and strategies using resources such as data analysis, project planning and collaboration will be a key component of your responsibilities. You will be championing the process and customer journey improvements & efficiencies by monitoring and understanding customer behaviour(s) and their account life-cycle from initial sale to renewal.

Essential skills to bring this role will include strong interpersonal skills, a proven track record of working autonomously, maintaining customer relations and most importantly experience of customer service, engagement and retention.

Key Responsibilities:

  • Monitor customer behaviours to develop recommendations & tactics to optimise and improve metrics
  • Full understanding the product roadmap to facilitate conversations with customers about feature requests and product queries while managing expectations
  • Monitoring of day-to-day onboarding with the service team
  • Develop and champion new retention techniques
  • Consistently analysis of data to understand why clients cancel, and how they are saved, to inform sales, product and service strategies
  • Remain composed whilst prioritising high levels of incoming communications both internally and externally
  • Provide efficient, active and consistent positive communication to both clients and internal teams
  • Identifying key trends and where services can be changed in order to improve the customer user experience
  • Have a commercial mindset to highlight areas where additional sales opportunities can be made
  • Seamless collaboration with colleagues in other team to ensure fast results for customers
  • Adhere to strict policies to safeguard the privacy of all data and to comply with GDPR.

Key Requirements:

  • Experience within an EdTech company or within a school setting is desirable
  • Minimum 2 years in a customer service or account management related role
  • Complaints handling experience
  • Good customer facing presentation and interaction skills
  • Excellent communication both face to face and over the phone
  • Excellent IT skills including comprehensive knowledge of Microsoft Office
  • Experience with CRM software, preferably Salesforce
  • Ability to perform well during pressurised situations

Job summary

Sector:

Customer Success Co-Ordinator

Location:

Leicester

Salary:

£25,000 - £27,000

Contract type:

Perm

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