Location
Sheffield | United Kingdom
Job description
The National College are a fast growing and innovative EdTech scaleup headquartered in Sheffield. We are a market-leading and multi-award-winning provider of professional development and software tools that support over 45,000 schools worldwide to ensure compliance and drive up standards. Our cutting-edge platform has revolutionised online training and now boasts the world's largest professional development library for educators!
We believe in putting the customer at the centre of everything we do. Our Customer Success team partners with our customers to advocate on their behalf, helping to drive product adoption, optimise usage and guarantee satisfaction. Our goal is to support our customers in realising a fast, demonstrable, growing return on their investment. Customer Success is at the heart of both our customers’ and our own growth!
Requirements
- Expert in solving often complex business problems with data.
- Able to drive results and create win-win outcomes - increasing adoption and ensuring retention.
- Goal-oriented with an innate commercial mindset.
- Working knowledge of SaaS solutions.
- Exceptional communicator with the ability to articulate their vision and passion for Customer Success.
- Strong relationship builder and team leader.
- Adaptive in a rapidly evolving and high pace work environment.
Responsibilities
- You will lead a team of 4 managers with teams across Memberships, Onboarding, Renewals and Support. You will build strong connection and align teams to drive their purpose and goals towards achieving our ambitions OKRs
- Drive usage, adoption and value realisation in order to meet and exceed adoption and retention targets – design and execute on Success Plans.
- Strategise and partner with key customers to secure executive visibility of business results.
- Develop account plans in partnership with account teams to drive product adoption, satisfaction and expansion opportunities.
- Work cross-functionally with strategic and technical colleagues to accomplish customer goals.
- Identify patterns pre-emptively to improve the organisational usage and adoption of our products.
- Engage with The National College product , production and marketing teams to translate customer feedback into product requirements and communications.
- Passionate about the customer experience and committed to amplifying the voice of the customer.
- Excellent organisation skills and strong ability to prioritise effectively in a highly competitive market.
Qualifications
- 5+ years-experience in Customer Success and the ability to build and grow high performing collaborative teams.
- Excellent relationship skills supported by strategic consulting skills, technical curiosity and high commercial acumen.
- Strength in project management and experience in leveraging internal resources and stakeholders to execute against deadlines.
- Ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day product users.
Benefits
- Hybrid working
- Up to 35 days with Buy & Sell holiday options with bank holidays on top
- Opportunity to work at an established but rapidly growing company
Job tags
Salary
