Customer Success & Support Lead (Onboarding & Retention)

DC Thomson; United Kingdom; On-site; GBP 30,000 - 40,000; Part time

Job summary

A leading media company in the UK seeks a Customer Support & Success Manager crucial for enhancing user satisfaction and retention. This role involves onboarding users, managing relationships, and advocating for customer needs within the organization. The ideal candidate will have experience in the academic sector, strong communication skills, and a passion for improving customer experience in a digital environment. The position is a contract with responsibilities in customer service and consulting.

Qualifications

• Experience working in the higher education / academic sector.
• Excellent communication and interpersonal abilities.
• Strong analytical and problem‑solving skills.

Responsibilities

• Provide timely assistance to users navigating the archive platform.
• Onboard new users, ensuring they receive appropriate training.
• Develop and implement support procedures for academic institutions.

Skills

Experience in higher education / academic sector

Excellent communication

Analytical skills

Customer support tools

Empathy

Collaboration skills

Customer engagement

Job description

A leading media company in the UK seeks a Customer Support & Success Manager crucial for enhancing user satisfaction and retention. This role involves onboarding users, managing relationships, and advocating for customer needs within the organization. The ideal candidate will have experience in the academic sector, strong communication skills, and a passion for improving customer experience in a digital environment. The position is a contract with responsibilities in customer service and consulting.