Customer Success Manager - London, United Kingdom - Judicium

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Vacancy Name Customer Success Manager Vacancy Number VN1024 Location Bloomsbury Employment Type Permanent About the Company

Join a community committed to transforming young lives

Are you interested in education? Do you enjoy talking to people? Do you want to change the way schools think about young people's mental health and wellbeing? Are you driven to succeed in your career and want to work with supportive, passionate people to help you get there? About us We are Thrive, part of Supporting Education Group, an investor-backed provider of services to schools, school groups and government, with £300m turnover, 1,400 staff and 50 locations across the UK. Our mission is to enhance learning and life chances for all. Our culture is positive, values and mission-driven, commercial and aspirational. SEG delivers Professional Services (such as legal advice, finance, HR and compliance), Staffing (over a million days delivered in schools annually), the complete 'Golden thread' of Qualifications from Initial Teacher Training to Executive School Leadership, Tuition to tens of thousands of pupils in schools and alternative provision, and software systems for schools to manage their people, finances and data. Thrive is our brand for delivering mental health and wellbeing training, software and services to schools, school groups, and through contracts with local and central government. Our Thrive products are based on rich expertise in this field and are receiving investment for growth and development. ( Job Details The opportunity We are looking for a Customer Success Manager to welcome, onboard, nurture and grow our key customer accounts, comprised of schools, colleges, Multi Academy Trusts (MATs) and Local Authorities. You will work with new customers to ensure they quickly experience the full benefit of Thrive for their staff and pupils, deepening and expanding their relationship with us over time. You will have the lovely job of reminding customers they can access the great FREE benefits available for ALL their staff as part of their Thrive package, such as E-Learning, Network Sessions, Supervision Sessions, Customer Newsletter and Thrive-Online access and support – and helping them make the most of them. Through the strong relationships you forge with customers you will understand the challenges they face and identify relevant Thrive products and services to address them. You will be committed to achieving growth through boosting sales, delivering outstanding customer service and maintaining our excellent Net Promoter Score (NPS) of 64 and customer retention levels of over 90%. As the main contact point for new Thrive customers, you will recognise the value of developing children's social and emotional skills, and understand the school sector, challenges, mindset, decision makers and buying processes well, enabling you to deliver support, products and services that improve the mental health and wellbeing of children and young people. This hybrid role offers good salary, commission and employee benefits. The Role As a Thrive Customer Success Manager you will onboard new customers and drive business growth through the provision of strategic and tactical business development via Local Authority, Multi Academy Trust and Multi School Group partnerships, individual school relationships and the development and management of the customer portfolio. This role plays a key part of the overall growth strategy of the company and is an exciting opportunity to make a real impact. Ideally you will have worked (or be working) in an education business or non-profit, Local Authority, MAT or school and have firsthand experience of how UK schools function, from day to day teaching in the classroom to strategic decision making. Your passion and enthusiasm for education will shine through and you will be committed to helping schools adopt a relational approach to ensure every child succeeds. Our new customers range from small rural schools to leading national MATs and large Local Authorities.
Strong organisational and project management skills will be needed to successfully embed Thrive across multiple sites within a short time frame, including drawing on resources and expertise from across Thrive. Occasionally you may need to overcome resistance from people within the customers' organisation who present barriers to adopting the new product or service that has been purchased. You will work in partnership with the Business Development Team by securing positive references from existing customers and referrals to prospective customers, to help build pipeline and convert opportunities into sales. Through your research and customer networks you will spot upcoming tender opportunities and flag them to the appropriate team member well in advance, along with customer insights to strengthen a Thrive proposal. Organisational skills will be key, so you can manage your time effectively, keep accurate records of customer conversations, monitor the progress of leads through the sales funnel, and stay focused on hitting targets. You will be confident on the phone, writing emails to a high standard, using Excel spreadsheets, and working with a CRM system to document your interactions with new customers and track cross sell / upsell opportunities. You will join a friendly team who love talking to educationalists about the positive benefits Thrive can bring in terms of improved attendance, behaviour and attainment. We will pay for your travel and accommodation to participate in quarterly all staff meet ups in Devon and face to face Business Development Team meetings around the country. You will be responsible for welcoming, nurturing and growing our key customer accounts - and we will be right there, with a stellar marketing and operations team, supporting and cheering you on. Responsibilities: If you are up for the challenge, your job will be to:

• Welcome, onboard, nurture and grow our key customer accounts, comprised of schools, colleges, Multi Academy Trusts (MATs) and Local Authorities.
• Client mapping and client development planning, highlighting successes, opportunities, and areas for improvement.
• Build long-term relationships with customers. Delight your customers (Local Authorities, MATs and schools) through building and fostering positive relationships, market leading customer care and delivery of high quality products and services.
• Promote Thrive products to existing customers, addressing or predicting customer objectives.
• Maintain that all-important personal touch through regular customer phone calls, emails, problem solving, high impact sales conversations and ongoing engagement with key decision makers.
• Prepare sales contracts ensuring adherence to Thrive guidelines.
• Use the CRM effectively to keep records of pipeline, sales, revenue, invoices etc.
• Work effectively with colleagues across the Business Development Team and help develop junior colleagues into valuable business generators.
• Maintain excellent understanding and knowledge of the education market and key trends both nationally and locally.
• Spot tender opportunities, prepare, submit & present bids to potential clients.
• Provide regular customer feedback to Thrive colleagues to support continuous product improvement and customer acquisition strategies.

Who You Are:

• Passionate about mental health and wellbeing for children and young people
• Self-motivated, with a drive to seek new business opportunities
• Proven experience as a customer relationship manager, customer success manager, business development manager, sales executive or a relevant role
• Confident and professional verbal communicator with effective written communication skills
• Persuasive and able to build relationships quickly and effectively
• Presentation skills, including demonstrating online tools
• Resilient and determined to succeed
• Strong organisational skills and able to prioritise well
• Deep understanding of the UK education sector
• Proficiency in MS Office and CRM software
• Enjoy teamwork but able to demonstrate autonomy and initiative
• Pro-actively seeks opportunities for self-growth

Role Holder Requirements Person Specification : Key areas of knowledge and skills Essential Desirable Passionate about growing Thrive to support and empower more children and young people to understand and regulate their emotions, so they feel safe, supported and ready to learn. Strong customer management and interpersonal skills to maintain high customer retention levels and deliver significant revenue growth. Relevant professional networks in the education sector (e.g. connections with schools via past work, volunteering, or as a supplier) Experience of working in the education sector with LAs, MATs & schools. Awareness of education policy, funding, culture & market dynamics. Experience of developing customer support plans, including identification of cross sell / upsell opportunities. Outstanding written and verbal communication skills. Ability to influence school administrators, teaching staff, school leaders, Multi Academy Trust and Local Authority staff. Knowledge and experience of CRM systems, data and reporting. Track record of working in partnership with Sales, Product, Marketing, Operations and Finance Teams. Relevant professional qualification or university degree. Knowledge and understanding of Thrive products and approach. Benefits Offering

As an equal opportunities' employer, we celebrate diversity and flexibility, and we are committed to creating an inclusive environment for our incredible team. We offer:

• Competitive pay and flexible benefits package including pension and an electric vehicle scheme
• 28 days annual leave which increases with service to a maximum of 33 days annual leave (excludes Bank holidays)
• Access to excellent training and development and fantastic market leading technology to give you the data, insights, and resources you need to succeed.
• Flexible working and volunteering days
• Collaborative and supportive work environment
• Four annual opportunities to get together as an entire company to celebrate our success.
• Chance to make a real impact on the education industry

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