Customer Success Manager - Wales

Bromcom; Bromley; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading Management Information System provider is seeking a Customer Success Manager to assist Welsh schools and local authorities. The ideal candidate will have strong knowledge of the Welsh education system and Education MIS systems. Responsibilities include providing specialized advice, training users, and ensuring compliance with Welsh Government requirements. Excellent communication skills and the ability to deliver support in both English and Welsh are essential. This is an opportunity to drive customer success with innovative software solutions.

Qualifications

• Strong knowledge of the Welsh education system, including curriculum and statutory reporting requirements.
• Experience with Education MIS systems.
• Excellent communication and presentation skills.

Responsibilities

• Act as a Customer Success Manager for Welsh schools and local authorities.
• Provide specialist advice and consultancy to Welsh local authorities and schools.
• Train and support users, including delivering in Welsh.

Skills

Strong knowledge of the Welsh education system

Education MIS exposure

Excellent communication and presentation skills

Ability to learn and adapt

Self-organised and a self-starter

Excellent people skills

Job description

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An outstanding opportunity to join a leading Management Information System (MIS) provider for schools and local authorities.

We are looking for individuals with experience of using school MIS systems in a Welsh education context - for example teachers, exams officers, timetablers, data managers, or local authority officers - who are seeking a career change.

It is important that candidates are highly motivated, positive, and willing to learn and adapt as the software changes and improves. This role requires knowledge of the Welsh education system, including its unique statutory returns, curriculum arrangements, and bilingual communication requirements.

Job Functions

• Act as a Customer Success Manager for Welsh schools and local authorities that go live - applying your knowledge of the Bromcom product to provide 1-2-1 phone call and onsite support for new users; covering items such as set up, configuration, report building, and troubleshooting.
• Provide specialist advice and consultancy to Welsh local authorities and schools, ensuring alignment with Welsh Government requirements (e.g. Post-16 data collection, Welsh Census, Curriculum for Wales, bilingual reporting).
• Act as a point of escalation for Welsh customers, ensuring that communication and support is sensitive to language and policy differences.
• Respond to Welsh customers on Community.
• Manage your own calendar to ensure that your time is spent where needed across the supported authorities and support centres.
• Provide training and support where needed, including the ability to deliver in Welsh where appropriate.
• Conduct health checks and other proactive investigations with a specific eye to Welsh requirements and statutory deadlines.
• Contribute feedback to Bromcom's product and development teams on features or compliance issues that affect the Welsh education market.
• Work with the wider business at Bromcom to promote software enhancement, customer success, and engagement.

Required skills / experience

• Strong knowledge of the Welsh education system, including curriculum and statutory reporting requirements
• Education MIS exposure
• Excellent communication and presentation skills, with the ability to engage confidently
• Ability to learn and adapt as our software changes
• Self-organised and a self-starter
• Excellent people skills

Desired Experience

• Working in or with schools, for example in a data manager, timetabling, or technical support / training role using MIS systems.
• Exposure to Bromcom's suite of MIS products.
• Ability to communicate in both English and Welsh.