The role...

We are looking for a Customer Success Executive to join our Digital team. Working on campaigns across a variety of our products, including www.RateMyPlacement.co.uk and www.RateMyApprencticeship.co.uk, we're looking for someone bright and dedicated to work collaboratively with customers and teammates alike. If you are an enthusiastic person who is motivated by achieving results, we want to hear from you!

Your key responsibilities will be:

  • Deliver post-sale services for small to medium-sized campaigns to ensure clients maximise the success of their campaigns through training, consulting and advising them on how they can get the most out of our products and services
  • Work closely with the Digital Operations team to ensure the delivery of all aspects of campaigns
  • Track and monitor campaigns against our KPIs to ensure they are performing in line with our metrics for success
  • Provide analysis and report on client activity throughout the campaign and at end-of-campaign meetings, along with recommendations for future campaigns
  • Have a good understanding of the RMP products and services in order to develop client strategies, and work with the Commercial (sales) team to achieve renewals, up-sells and cross-sells 
  • Have an understanding of the Early Talent Pipeline (ETP) in order to take a consultative approach with clients
  • Build relationships with employers through regular phone, email and face-to-face communication
  • Assist with the Review encouragement strategy throughout the year and encourage client engagement through the reviews

 

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Who will you be working with?

About the team

The Digital team is made up of a mix of Customer Success and Digital Operations. Their main focus as a team is to provide clients with the best customer experience possible whilst also delivering high performing campaigns. They all work very closely together and support each other to ensure they are doing both of those things consistently. They are a high performance team who genuinely care for one another's wellbeing and have a range of experience levels amongst them, so there is support and guidance at every stage. 

It's important to note that we have recently changed our job titles in the Digital team from 'Account Managers' to 'Customer Success'; a change that was made in order to more accurately reflect the functionality of the role. While we aren't a SaaS or solely tech company, the principles and philosophy of Customer Success applies to our approach and to what we're striving to achieve for our customers. 

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Skills and Experience:

Essential:

  • Previous experience of working in a client-facing role 
  • Outstanding organisational and time-management skills with demonstrable ability to work on multiple client campaigns at once
  • Commercial awareness and appetite for customer satisfaction
  • Ability to make decisions and facilitate project success
  • Able to work in a fast-paced environment and adapt to change according to the situation
  • Able to work alone, as part of a small team, or part of the wider RMP Enterprise team
  • Excellent verbal and written communication
  • Excellent understanding of the English language (both spoken and written)
  • Confident, enthusiastic, motivated and passionate

Desirable:

  • Understanding of the student market


Salary

£23,000 - £25,000 per annum depending upon experience.

The deadline for this role is Sunday 28th July 2019. If successful we will be in touch and you will be invited for a first stage phone interview. Following that, we will invite you to our office to deliver a presentation and have a face-to-face interview. We aim for our recruitment process to take around two-weeks, and the successful candidate will ideally be able to start ASAP.

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