Overview:

HRGO Education are working with a company that provides Management Information Solutions and Library Management Systems for Schools and Local Authorities.

The Customer Success Manager is responsible for managing the post-sale customer relationship to ensure a positive customer experience. The CSM serves as the primary point of contact for the customer and facilitates communication and provides customer lifecycle focus from deployment Reading Cloud products and services, driving usage and increasing reference-ability. The CSM works with a number of customer accounts and serves as a trusted advisor. The CSM will develop strategies to identify customers most at risk of a reduction in customer satisfaction and prioritise re-engagement with these.

Responsibilities:

• Develop on boarding strategies to ensure a positive customer experience for all from the outset.
• Analyse customer feedback and incorporate into new scalable customer success techniques to reach and add value to large numbers of customers efficiently and cost effectively
• Work with product development, support and dispatch teams to promote enhancements to the products and their implementation.
• Develop a highly collaborative and positive relationship with the customer to ensure quality solution delivery and support
• Ensure a positive customer experience across all the different products in use by the customer.
• Develop senior level relationships understanding the customer requirements and identify opportunities to add value
• Demonstrate advanced insights and understanding of each customer's business priorities to provide support to the way a customer views both their business and processes.
• Ensure a high level of functional expertise and sector knowledge to expand the customer's use of the full range of Reading Cloud products
• Drive subscription renewals, identify new growth opportunities and secure customer willingness to advocate on a range of Reading Cloud products
• Represent the "Voice of the Customer" across the different business teams.
• Provide on-site or on-line demonstrations, troubleshooting or PR sessions as appropriate

Qualifications:

• In depth technical and functional knowledge and experience of the full range of Reading Cloud Products
• Relevant experience working in education or managing customers in this sector
• Experience in customer engagement and customer account management
• Proven ability to map the customer's business requirements to ensure product value.
• Excellent executive engagement skills with an ability to establish strong relationships, advise and influence business decision makers
• Strong interpersonal skills that establish Trusted Advisor relationships with clients
• Extremely pro-active, strong organisational/time management skills and the ability to manage multiple projects simultaneously
• Creative problem solver and team player
• Strong written and verbal communication skills
• A clean driving licence is essential, as there will be some travel nationwide. Overnight stays away from home will be necessary on occasions