Customer Success - Christchurch, United Kingdom - The Professional Alternative

Description

Customer Success & Admin Support

About The Professional Alternative:

The Professional Alternative (TPA) is a self-service learning and development platform designed to support legal and accountancy firms, advancing their teams and their culture of developing people.

TPA connects learning to objectives for every individual including operational teams, lawyers, accountants and partners to nurture a culture of independent learning.

The exclusive industry-lead content is delivered in an on-demand and on-the-go format and is exclusive to TPA.


The platform provides:

• Companywide access to personal development
• A digital toolkit to future skills & emerging trends
• Operational support & best practice
• Risk and compliance training

This is a fantastic opportunity to join our talented, friendly team and support our ongoing efforts to build and continuously improve our offering.

You will play a key role in increasing engagement, helping our clients, going above and above for them, and ultimately striving to promote high renewal rates.

This is a genuinely flexible role, with part of the team based in our Bournemouth office and others working remotely.

The role:

Reporting into the Head of Customer Success, you will work closely with them and other team members to ensure that administrative tasks are completed accurately and in a timely manner.

You will work towards account managing customers and supporting them with their day to day requirements.

Administrative tasks will include (but is not limited to):

• Data management
• ensuring customer data is accurate across different systems, adding new users and removing leavers at the customers request.
• Retrieving reports when required in a timely manner to ensure exceptional customer service is maintained.
• Scheduling bespoke preplanned learning lists to encourage customer engagement of the platform.
• Creating marketing assets including bespoke assets supporting platform adoption.
• Perform other administrative duties as assigned.

Customer Success tasks will include:

• Build and maintain strong relationships with customers by providing exceptional customer service and support.
• Work with customers to understand their business needs and provide customised solutions that help them achieve their learning and development goals.
• Identify and address customer issues and concerns in a timely and professional manner, escalating issues as necessary to ensure timely resolution.
• Collaborate with internal & external teams to ensure that customer needs are met.
• Provide ongoing support to customers, including training, product updates, and other resources to ensure engagement of the product.
• Monitor customer usage patterns and provide insights to help drive customer adoption and retention.

Skills Required:

• Excellent communication and interpersonal skills, with the ability to work effectively with team members and customers.
• Business and commercial acumen
• Strong problemsolving and analytical skills.
• Attention to detail and accuracy.
• Active selfstarter with the ability to work in a fastpaced, deadline focused environment.
• Ability to work independently and as part of a team.
• Ability to adapt to different systems and ways of working
• Background supporting a learning and development or training team would be advantageous but not a must.
• Proven experience in customer service, account management, administration or equivalent experience increasing customer satisfaction, adoption and retention (ideally in a B2B environment).

Systems

• Proficiency in systems such as Canva, Mailchimp and Umbraco would be beneficial but not essential to the role as training will be provided.

Salary:
Up to £25,000.00 per year


Schedule:

• Monday to Friday
• No weekends

Work Location:
Hybrid remote in Christchurch, BH23 6NX

Reference ID:
Customer Success & Admin Support