ROL Customer Success Manager

76 Reed Online Ltd; Greater London; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Hybrid working

25 days annual leave

Flexible holiday scheme

Moving home leave

Pension

Job summary

Reed.co.uk in London is seeking a Customer Success Manager to join their Courses Commercial Team in Holborn.

You will analyse customer data to improve course listings, self-service bids and product performance, while managing provider relationships to maximise ROI and growth opportunities.

Qualifications

• Excellent communication and ability to convey complex data clearly.
• Proactive, collaborative, and focused on process improvement.
• Track record of devising initiatives to improve customer ROI.
• Strong presentation and meeting facilitation skills.

Responsibilities

• Analyse and monitor customer data to derive insights for better course performance.
• Investigate provider suitability and address negative student experiences.
• Identify upsell opportunities and generate quality leads for sales.
• Manage large volumes of accounts with regular contact and meetings.
• Ensure live contracts are fulfilled and providers maximise product value.
• Renew contracts and coordinate with Finance, Tech and Product teams.

Skills

Communication

Data interpretation

Proactive

Team player

Presentation

Strategic thinking

Customer facing

Retention & ROI

Job description

Our purpose is simple: improving lives through work. Here at Reed.co.uk, we do this by connecting people to a world of career opportunities online. We are the UK’s leading destination for careers, and we match millions of people to new career opportunities every day. We have big plans for the future and are on the lookout for people to join our team.

Pay Range £30,000 per annum plus bonus

Job Description

Reed.co.uk is looking for a Customer Success Manager to join their Courses Commercial Team in Holborn, London.

Key Responsibilities

• Analysing and monitoring customer data to draw insights and optimisations, communicating those findings to clients to adjust course listings, self service bids and sold products for better performance
• Investigating providers suitability for the site when negative student experience issues occur
• Proactively seeking opportunities to increase revenue within existing customer accounts prioritizing customer sales and quality lead generation
• Identifying additional sales opportunities and raising Customer Success Quality leads (CSQL) for salespeople to close
• Taking ownership of managing tasks & projects that align with commercial OKR’s
• Managing a large volume of varied accounts, ensuring regular contact and meetings are held
• Ensuring any live contracts are being fulfilled and the provider is getting the most from their products
• Renewing existing contracts periodically
• Liaising with internal teams to ensure client needs are being met; coordinating with Finance, Tech and Product regularly

Skills and Experience

• Capability to communicate brand/products effectively and clearly both internally and to external customers over multiple media
• Ability to digest data and relay it to customers in a manageable, clear and concise way
• Proactive, positive, self-starter and team player with a skill of continually improving processes
• Ability to work in a team-based, collaborative environment and a passion for contributing to the creation of a world class customer success function
• Track record of working in a customer-facing environment and developing initiatives to ensure or improve upon a customer’s ROI
• Excellent presentation and meeting facilitation skills
• Demonstrable success in thinking strategically, while providing consistent and high level customer satisfaction and retention in a fast-paced environment.

Benefits

• Hybrid working (minimum 3 days per week in office).
• 25 days annual leave plus bank holidays.
• Flexible holiday scheme.
• Moving home leave.
• Financial benefits including pension and health cash plan subscription.
• Enhanced family leave policies.
• Insurance benefits including life assurance.
• Love Mondays events.
• Discount scheme including gyms and popular retailers.
• Range of wellbeing and mental health support avenues.
• Office in an amazing location, with countless bars, restaurants and theatres right on the doorstep.

These are just some of the great benefits we offer everyone working at Reed.co.uk!

We’re always on the lookout for people who want to make a difference and are passionate about helping others progress their careers. It's time to Love Mondays! We’re always on the lookout for people who want to make a difference and are passionate about helping others progress their careers. Here at Reed.co.uk we love improving lives through work, whether that’s matching people to a job they’ll love or improving their skills through access to our courses marketplace. As well as jobs and courses, we also provide career advice, job advertising, a CV database with over 20 million candidates, and support for recruiters and employers.