HRGO Education are working with a company that creates software that helps education institutions meet their commitment to make sure that every student has the best possible opportunity to succeed. They work with 20,000 schools in 46 countries, providing instant access to information on emerging trends to support with meeting education priorities. 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 team work with both local and international Schools and Local Authorities.

The Customer Success MAT Manager is responsible for a Multi Academy Trust team who manage the post-sale customer relationship. The team provide a high level of functional expertise and sector knowledge to ensure customers receive a return on investment in their products and services, as well as driving usage and increasing reference-ability. The MAT Manager also works directly with a number of accounts and serves as a trusted advisor to promote retention and brand loyalty.

Responsibilities

• Work closely with the Director of Customer Engagement, Head of Customer Success and Regional Mangers to support the Customer Success Team
• Lead a team who directly manage the relationship with Multi Academy Trusts
• Provide a high level of functional expertise and sector knowledge to support the team and lead on thought leadership activity across the business
• Manage the programme delivery across the team to maximise customer retention, satisfaction and revenue
• Lead on customer communications, the measurement of customer satisfaction and service improvement plans.
• Manage and coach individual team members to support, develop and improve knowledge, skills and behaviours to maximise performance
• Carry out regular 121 meetings and appraisals with team members according to their guidelines
• Provide regular reports to evidence team progress against KPI's
• Hold regular meetings with the MAT team to ensure the activity levels and programme adds value to customers both efficiently and cost effectively
• Demonstrate advanced insights and understanding of each customer's business priorities
• Develop a highly collaborative and positive relationship with the customer, managing adoption, driving usage, monitoring health and customer satisfaction
• 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

EXPERIENCE AND SKILLS

• Experience in working in a leadership role in a Multi Academy Trust
• Experience in providing outstanding leadership and mentoring capabilities which facilitate creative thinking in others
• Knowledge and experience of the SIMS Product
• 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
• A creative approach to problem solving
• Pro-active, strong organisational/time management skills and the ability to manage multiple projects simultaneously
• A clean driving licence is essential as there will be some travel nationwide. Overnight stays away from home will be necessary on occasion

KEY COMPETENCIES

• Achievement Focus - Driving oneself to achieve, being self-motivated and being determined and committed
• Decision Taking and Risk Management - Willingness to take difficult decisions, confidence in decision making and attitude to risk
• Impression Management - Making an impact on others, establishing credibility with them, making a favourable impression
• Self-Control - Maintaining calm under pressure, remaining patient and logical at all times, not allowing oneself to be deflected
• Integrity - Fair, honest and diplomatic behaviour. Consistent and discreet in dealing with other people
• Managing Change - Anticipating and handling colleagues' reactions to change and helping them to accommodate it