HRGO Education are working with a client that helps education institutions meet their commitment to make sure that every student has the best possible opportunity to succeed. The client works with 20,000 Schools, Colleges, Universities and Public Libraries across the world.

The Customer Success Team is part of the wider services business which is responsible for the delivery of training, consultancy, support and management of the customer relationship. The Customer Success Manager is responsible for managing the post-sale customer relationship. The Customer Success Manager ensures customers receive a return on investment in their products and services, as well as driving usage and increasing reference-ability. The Customer Success Manager works with a number of accounts and serves as a trusted advisor to promote retention and brand loyalty.

To apply for this role, you MUST have experience of working in a school library.

Key Responsibilities:

• Delivering a service which ensures all customers can achieve best value for their products.
• Demonstrate advanced insights and understanding of each customer's business needs.
• Develop a good working relationship with the client.
• Provide a high level of functional expertise and sector knowledge to expand the customer's use of the product and support with thought leadership activity.
• Drive customer retention, identify new growth opportunities and secure customer willingness to advocate on a range of products.
• Represent the "Voice of the Customer" across the different business teams.
• In partnership with the Account Management team attend customer meetings, lead on service improvement plans and the measurement of customer satisfaction.

Personal Requirements:

• You must have knowledge and experience of the Library Management Cloud product
• Relevant experience working in the education sector with the ability to deliver thought leadership activity.
• The ability to establish strong relationships with excellent engagement skills that can advise and influence business decision makers.
• Strong persuasive communicator with the ability to deliver both remote and face to face presentations.
• Pro-active, strong organisational/time management skills and the ability to manage multiple projects simultaneously.
• Creative problem solver, ability to work independently and collaboratively within a team.
• A clean driving licence is essential, as there may be some travel. Overnight stays away from home may be necessary on occasions.