ROL Customer Success Manager

Our purpose is simple: improving lives through work. Here at Reed.co.uk, we do this by connecting people to a world of career opportunities online.

We are the UK’s leading destination for careers, and we match millions of people to new career opportunities every day. We have big plans for the future and are on the lookout for people to join our team

Pay Range

£30,000 per annum plus bonus

Job Description

Reed.co.uk is looking for a Customer Success Manager to join their Courses Commercial Team in Holborn, London.

Overview

As a Customer Success Manager you will have a key strategic role within reed.co.uk. As a customer focussed individual you are motivated and engaged by providing service excellence to our clients. 

Courses Customer Success Managers frequently move between Optimisation of accounts and quality control. The role is a combination of proactive and reactive tasks that require a delicate balance and a willingness to switch focus as and when things occur. 

Key Responsibilities

• Analysing and monitoring customer data to draw insights and optimisations, communicating those findings to clients to adjust course listings, self service bids and sold products for better performance
• Investigating providers suitability for the site when negative student experience issues occur 
• Proactively seeking opportunities to increase revenue within existing customer accounts prioritizing customer sales and quality lead generation 
• Identifying additional sales opportunities and raising Customer Success Quality leads (CSQL) for salespeople to close
• Taking ownership of managing tasks & projects that align with commercial OKR’s
• Managing a large volume of varied accounts, ensuring regular contact and meetings are held
• Ensuring any live contracts are being fulfilled and the provider is getting the most from their products 
• Renewing existing contracts periodically 
• Liaising with internal teams to ensure client needs are being met; coordinating with, Finance, Tech and Product regularly 

Skills and Experience 

• Capability to communicate brand/products effectively and clearly both internally and to external customers over multiple media
• Ability to digest data and relay it to customers in a manageable, clear and concise way
• Proactive, positive, self-starter and team player with a skill of continually improving processes
• Ability to work in a team-based, collaborative environment and a passion for contributing to the creation of a world class customer success function
• Track record of working in a customer-facing environment and developing initiatives to ensure or improve upon a customer’s ROI
• Excellent presentation and meeting facilitation skills 
• Demonstrable success in thinking strategically, while providing consistent and high level customer satisfaction and retention in a fast-paced environment.

Benefits

• Hybrid working (minimum 3 days per week in office). 
• 25 days annual leave plus bank holidays. 
• Flexible holiday scheme. 
• Moving home leave. 
• Financial benefits including pension and health cash plan subscription. 
• Enhanced family leave policies. 
• Insurance benefits including life assurance. 
• Love Mondays events. 
• Discount scheme including gyms and popular retailers. 
• Range of wellbeing and mental health support avenues. 
• Office in an amazing location, with countless bars, restaurants and theatres right on the doorstep. 

These are just some of the great benefits we offer everyone working at Reed.co.uk!

We’re always on the lookout for people who want to make a difference and are passionate about helping others progress their careers. It's time to Love Mondays!