Partner Success Executive - London, United Kingdom - Perlego

Description

At Perlego we believe in the key role you will play to achieve our shared mission. You'll belong to a culture of dreamers, team players and avid learners with a flexible, value-based approach. Here, you can become your best self, and through your talent, make a real impact in the world of education.

What We Do:

At Perlego, there are almost 100 of us working hard to make education accessible to all. We believe access to good quality affordable learning unlocks potential. Knowledge should be more accessible, not locked behind sky-high price tags.

Last year, we expanded our library to make over 1 million books affordable for learners, earned a 100% Gold ASPIRE rating for accessibility and reached over 15 million people. The next stage of Perlego's growth is twofold: 1) expand our support to students and publishers globally, and 2) build a product that goes beyond the book, a platform that helps students study smarter and educators teach more effectively.

About the team

We're looking for a Partner Success Executive to join our growing B2B Account Management team to help deliver a great experience to the institutions who use our platform. We're a small team who are responsible for growing and maintaining our existing B2B revenue. We sit within the Sales team in our University Tribe, which is dedicated to serving our institutional partners. We work with some of the world's most prestigious universities, where our stakeholders are Academics, Heads of Departments, Directors and Deans all over the world.

What makes you a good fit for this opportunity?

• You are looking to work in a fast-paced and rapidly changing environment
• You like to work autonomously, enjoy a challenge, and want to make an impact
• You enjoy solving problems and strive to give customers the best possible experience
• You enjoy building and championing relationships with customers and internal stakeholders
• You have a customer-first mindset and take accountability for solving problems for every account
• You enjoy when customers approach you with problems and are motivated to solve them
• You appreciate the nuances between different customers, and are able to navigate challenging and complex customer situations and turn them into inspiration stories
• You are a confident and competent communicator, with excellent time management skills and the ability to prioritise

In this role, you will:

• Act as the first point of contact and advisor for hundreds of our partners who need assistance on their journey towards full product adoption and engagement.
• Build and nurture relationships with customers and know how to identify areas of improvement to be able to drive product adoption & usage to ensure strong renewal
• Come up with strategies to engage our customers and address their needs more effectively
• Maintain accurate, up-to-date reporting of customer query statuses in our CRM (Hubspot)
• Work cross-functionally to help our customers achieve their goals, creating a company-wide feedback loop to help Perlego build the best possible product
• Help customers achieve their objectives by understanding their success metrics and their challenges
• Act as a Platform and Catalogue expert on all things Perlego, including the make-up of our customer base
• Be accountable for overall client satisfaction, helping new clients fully understand our products and how to get the best out of them
• Recognise where automation can save you time and build processes around key customer touchpoints
• Act as the voice of the customer cross-functionally and collect feedback to influence continuous improvement in the product and our processes
• Responsible for the renewal of our Managed Accounts with an individual revenue quota

Requirements

This is the perfect role for you if you have:

• Exceptional verbal and written communication skills
• Excellent time management and organisation skills
• Natural people-person, you're easily able to build trust, credibility and strong relationships with different people
• A willingness to collaborate with others to solve problems
• A desire to work in a fast-paced startup environment. You should be comfortable with ambiguity and want to work in an environment which offers huge opportunities for growth
• Grit and a positive attitude

It's a plus if you....

• Speak a second European language
• Have CRM experience
• Have worked in a scaling startup environment
• Have worked in a customer-facing role

Benefits

Benefits include:

Compensation

The salary available for this role is £30,000 + commission

Why should you work at Perlego?

Apart from our mission, we foster a unique company culture championing self-empowerment, personal development, direct communication and mutual support.

Want to learn more about how we're making learning accessible? Check out our latest impact report

Flexible

We're making learning accessible to all and we want our ways of working to be accessible too.

If you're based in the UK, you can work flexibly between home and our impressive office next to Chancery Lane station, expect to spend around 20-40% of your week in the office. If you're outside of the UK then we'll see you at our quarterly socials

At Perlego, we empower you to work in a way that supports your needs and your life. We trust people to know what works best for them.Check out our Flexa profile to find out more.

We are also flexible if you wish to work remotely overseas for short periods of time, as long as you remain a UK tax resident

L&D Budget

We value continuous learning and you will have a personal L&D budget for online courses, subscriptions or books not on Perlego.

Unlimited Coaching Opportunities

Unlimited access to MoreHappi, an on-demand professional coaching platform to offer all employees access to unbiased and professional coaching opportunities.

Learning Time

All employees have dedicated Learning Time to focus on new skills, projects or interests that lay outside of their day-to-day job.

Work-Life Balance

Everyone needs a break, so enjoy 30 days off (incl. bank holidays) + 1 additional day annual leave for every year of service up to 35 days off (incl. bank holidays)

Flexi Bank Holidays

We understand that not everyone aligns with the same calendar; we offer the flexibility to take your local country's bank holiday allowance for other religious or cultural days.

e.g. switch UK Easter Bank Holidays Days for Eid celebrations

Office Reset

All employees can also enjoy the days between Boxing Day and New Year off, to reset and refresh for the new year - this is additional to your annual leave

Sabbatical

After three years there is an opportunity to take a 1-month unpaid sabbatical, and after five years there is an opportunity to take a 1-month paid sabbatical

Personal Days

Life happens and we want you to be able to use your annual leave for resting, relaxing or taking time out to do something you love

We offer 1 additional day a year for life events (your wedding, relocation, moving house, or a child starting school).

Health & Wellbeing

We want everyone to feel healthy and happy, so we offer private medical insurance via Vitality.

Mental Health

All employees get access to therapy and counselling through Vitality

Cycle to Work Scheme

We're committed to building a sustainable business, so we encourage cycling to work. Perlego will buy your bike of choice, which you'll pay back over 12 months.

Social

We're a tight-knit bunch who enjoy our time to play. We have regular social events and activities for everyone - everything from white water rafting to board game nights.

Family time

We believe family is really important; we offer new parents a competitive matched parental leave as well as a phased return to work from extended leave.

Workplace Nursery Benefit

We want to support working parents and carers, so we offer a workplace nursery benefit scheme, helping our employees potentially save thousands of £££ against the cost of nurseries each year.

Belonging at Perlego:

We are an equal opportunity employer and value diversity of thought and background.

We are actively building a diverse team, so we strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.

To enable an equitable experience for all and give you the best chance of success, if you have any specific requirements for any stage of the interview process, please let us know by emailing