The role...

We are looking for a Customer Success Manager to join our Digital team. Working on campaigns across a variety of our products, including www.RateMyPlacement.co.ukwww.RateMyApprencticeship.co.uk and RMP Connect, 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:

  • Delivering post-sale services for medium to large-sized campaigns to ensure clients maximise the success of their campaigns
  • Doing the above through training, consulting and proactively advising customers on how they can get the most out of our products and services
  • Working closely with the Digital Support team to ensure the effective and efficient delivery of all aspects of campaigns
  • Tracking and monitoring campaigns against our KPIs to ensure they are performing in line with our metrics for success
  • Providing analysis and reporting on client activity throughout the mid-campaign and at end-of-campaign meetings, along with recommendations for future campaigns
  • Being an expert in all RMP products and services in order to develop client strategies, and work with the Commercial (sales) team to help achieve renewals, upsells and cross-sells
  • Having an understanding of the undergraduate and school leaver recruitment cycle in order to take a consultative approach with clients
  • Building relationships with employers through regular phone, email and face-to-face communication
  • Assisting 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 Support. 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 trying to achieve with our customers. 

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Skills and Experience:

Essential

  • Experience of working in a client-facing Customer Success or Account Management role for 2+ years
  • Outstanding organisational and time-management skills with demonstrable ability to work on multiple client campaigns at once
  • Commercial awareness and appetite for customer satisfaction
  • Understanding of the student market
  • Able to 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
  • Willing to go the extra mile to help clients and colleagues succeed
  • Experience dealing with customers face-to-face
  • Excellent understanding of the English language (both spoken and written)

 



Salary

£25-30,000 per annum depending upon experience.

Application

Deadline for this role is Monday 22nd April 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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