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    Customer success advisor - United Kingdom - Jisc UK

    Jisc UK
    Jisc UK United Kingdom

    2 weeks ago

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    Description
    From £24,500 per annum depending on experience

    Customer Success Advisor

    Salary:
    From £24,500 per annum depending on experience


    Contract:
    Permanent


    Location:
    Hybrid - flexibility to work from home and at any of our main hubs (London, Bristol, Manchester and Milton Park – Oxfordshire)
    Jisc is the UK digital, data and technology agency focused on tertiary education, research, and innovation.

    We are a not-for-profit organisation with a big ambition to improve lives through education and research by providing hardware, software, and networking solutions.

    Join us and your contribution will help us to empower UK universities, colleges, research institutions and wider customers with technology so that everyone prospers.


    About the role:

    As Customer Success Advisor you will make sure our customers are getting the most value out of our products post-sale.

    You will be responsible for managing the relationship between the customer and the product portfolio, ensuring they receive excellent customer service, build a personal long-term relationship with the customers through the product portfolio life cycle, including managing pricing, renewals and adding value by recommending additional products.


    Responsibilities will include:

    • Be a customer relationship advocate, by listening and understanding their problems and pain points, championing their ideas, identifying training needs and opportunities that will increase customer engagement, and improve retention and satisfaction
    • Effectively manage the onboarding of new customers for all products, including overseeing the processing of application forms, creating contracts, creating new user accounts, and monitoring user training and engagement
    • Be a subject area expert for customers using our product portfolio, providing specialist advice and guidance to ensure continued customer success
    • Manage the relationship with the customer, through all stages of the product and buying lifecycle, being responsible for renewals and customer retention, ensuring all customer needs are met and exceeded
    • Customer contacts and requests will be assessed, issues investigated, and proactive solution provision delivered, with these being escalated where needed
    • Ensure customer records are kept up to date on the CRM system Key Skills and Experience:
    • Enjoy working in a fast paced, growth environment
    • Can work accurately and pay scrupulous attention to detail
    • Communicate clearly and concisely in writing and speech, whether in person or on the telephone, with people of all levels of seniority
    • Experience of providing support to users within a customer services environment
    • Experience of using support systems
    • Experience of working in a customer relationship management role Please refer to the job description for full details. Don't meet every single requirement?

    We know that sometimes people can be put off applying for a job if they think they can't tick every box, but we realise the 'perfect candidate' doesn't exist.

    So, if you can do most of what we're looking for, go ahead and apply. You may be just the right candidate for this or other roles Why work for us?

    At Jisc, everyone plays a key role and gets the chance to feel part of it, that to us is the definition of a meaningful career.

    We want to create a culture of lifelong learning.

    You can look forward to a rewarding job with opportunities to develop and make a real difference to the education and research sectors.

    We believe a balance between your personal and professional life is essential to your happiness and fulfilment.

    We work flexibly at Jisc and focus on outputs rather than presenteeism and are open to a whole range of ways of working.

    It isn't about how many hours you spend at home or at work; it's about the flow you establish that brings energy to both parts of your life.

    Our hybrid working policy is flexible, and the frequency of time spent in your nominated office will vary across teams and job roles.

    Take a look at our fantastic benefits We offer:


    • Flexible work pattern, which can adapt to suit your schedules and personal commitments
    • 31 days annual leave (plus bank holidays) that includes an additional three closure days over Christmas
    • A generous pension scheme
    • A range of leave options, including parental leave, 3 days volunteer leave per annum and even career breaks
    • A generous budget to support you with external learning and Continuous professional development
    • Allocated allowance of up to £250 to equip your home office
    • A company culture which supports and promotes personal learning and development, including access to thousands of courses on LinkedIn Learning
    • Mental health first aid trained staff and supportive environment
    • Financial well-being support
    • The opportunity to donate to charity tax-free with our Payroll Giving benefit
    • A wide range of discounts from retailers and big-name high-street stores
    • Cycle to work scheme
    • Employee recognition awards and travel loans
    • Additional Flexible benefits include Holiday Buying - Purchase 1-5 days' additional holiday per annum, Healthcare Cashplan, Electric Car Lease Scheme and option to purchase SmartTech Equality, diversity and inclusion

    We celebrate diversity, embrace our differences, through our culture and employee networks and know that this is critical for our success.

    We work hard to make sure we're inclusive and we are committed to furthering our culture of inclusion. Striving to be best in practice, we are working hard to achieve progressive change.

    'Always inclusive' is one of our six guiding principles - a principle which actively encourages acceptance of differences within individuals.

    We are committed to equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, class, citizenship, marital status, disability, neurodivergence, trans status, veteran status, or gender identity.


    Application process:

    Please do let us know what reasonable adjustments you need made to the application or selection process so you can do your best.

    We will be happy to help you.

    Just so you know, we review CVs as soon as we can and aim to provide an update on your application within 4 weeks of receiving it.

    However, you may hear from us a lot sooner, so please keep an eye out for our emails or calls We advertised this role on 10/05/24.

    #J-18808-Ljbffr
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