Customer Success Manager

Springpod ,
London, Greater London
More Details
Job Type: Full-time
Contract Type: Permanent

Overview

About us Springpod was born from our desire to transform the way young people engage with employers and universities. We empower students to take control of their career path by connecting them with leading employers. From work experience placements to apprenticeships and beyond, we are determined to help students discover their future career - before they leave education.   We’re looking for enthusiastic, hungry and relationship-driven Customer Success Managers to join the Springpod team. You will report into our Head of Customer Success and the role will consist of  managing a portfolio of World-leading employers and ensuring they experience success with Springpod.  We support some of the most exciting companies in the World. These include Airbus, Atkins, Jaguar Land Rover, Cancer Research UK, Capgemini, Fujitsu, Pret a Manger and many more. Fancy joining our mission? The Customer Success Manager works closely with Sales, Account Management, Marketing and Product Teams, collecting feedback and reporting back to the business and is responsible for developing customer relationships that promote retention and loyalty. You will work closely with our employer and university partners to maximise the benefits they get from Springpod, build their talent pipelines and help them articulate their message to students. The role requires initiative and a proactive approach to building relationships, identifying challenges and providing solutions while retaining customers and collecting valuable feedback. Key Responsibilities Support the retention of assigned accounts with regular account interactions - collecting feedback, working with the account management and sales teams in offering additional products and solutions and incorporating account-level sales tactics and strategy Define and implement best practice processes for customer retention to define “what good looks like”. Devise and execute ‘customer success plans’ for clients, ensuring regular touch point calls/ meetings. Develop relationships with the client base, understand their business, sector and challenges and keep up with industry-specific news and developments. Stakeholder mapping to open uplift opportunities by engaging communication with the client’s additional departments and sites. Decision-maker tracking - to ensure relationships are kept open when a decision-maker moves company, instigate new business and referrals. Identify synergies between, Customer Success, Account Management and Sales and facilitate knowledge sharing across teams. Participate in forming effective paid search strategies; suggesting and developing new campaigns across multiple channels, being involved in keyword selection and audience targeting, monitoring budget and adjusting bids to gain better ROI and tracking KPIs to assess performance and pinpoint issues. Contribute to and undertake activities for continuous development of your personal skills and knowledge.  This role guide has been developed as a guide to the responsibilities for this role. It is not an exhaustive or restrictive list, and you will be expected to take on other, reasonable, responsibilities from time to time and according to the needs of the business.  Personal Specification Essential Desirable Account and relationship management (2 years’ experience) SAAS platforms (1 years) Commercial acumen and understanding the business landscape Presentation skills; face to face and online Experience with SMEs, Enterprise and key accounts Consultative Effective personal organisation skills – logical and systematic, attention to detail, prioritises workload and resources to achieve deadlines Ability to process and analyse qualitative and quantitative data Self-starter Problem-solving Positive attitude Project management skills Knowledge of SEO and digital marketing concepts Understanding of HTML and XML is a plus Experience in data analysis and reporting

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