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- Tasks: Build strong relationships with customers and ensure they get the most from our software.
- Company: Join Arbor, a mission-driven company transforming education with innovative technology.
- Benefits: Enjoy 25 days annual leave, healthcare cashback, and flexible working options.
- Other info: We celebrate diversity and support professional development for all.
- Why this job: Make a real impact in schools while working with a passionate team.
- Qualifications: Experience in customer success or account management within a SaaS environment.
The predicted salary is between 26000 - 29000 £ per year.
Location: Wakefield (Hybrid)
Salary: £26,000 - £29,000
About us
At Arbor, we’re on a mission to transform the way schools work for the better. Central to this mission is equipping schools with the technology and support to address any challenges they may face, so expanding our product suite and enhancing our customer offering has become an essential priority. One of these many products is SAMpeople, a cloud-based software platform for schools to give them a one-stop shop for their people management. SAMpeople are education people specialists; we have a team of leaders who have all worked in education for many years and understand the business challenges that schools and MATs have to deal with day in and day out. At the heart of our brand is a recognition that the challenges schools face today aren’t just about efficiency, outputs and productivity - but about creating happier working lives for the people who drive education every day: the staff. We want to make schools more joyful places to work, as well as learn.
About the role
The Customer Success team at SAMpeople is the strategic engine dedicated to ensuring our clients achieve maximum value and success from the UK’s fastest-growing education HR system. This team excels at building and maintaining strong, long-lasting partnerships, acting as the primary contact during product rollout and providing strategic advice through tailored success plans. Success Partners are pivotal to retention, proactively engaging with customers to guarantee satisfaction and full software adoption. We are looking for a proactive and customer-centric Customer Success Partner to join our Customer Success team and help us to ensure our customers achieve success while using our software products. The remit and focus of the role is to build strong relationships, understand customer needs, and provide ongoing support to maximise value from our software products, ensuring high customer satisfaction and retention. It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re a supportive and communicative person, this is the role for you.
Core responsibilities
- Customer Relationship Management: Developing and maintaining strong, long-lasting relationships with customers. Being the primary point of contact for customers during the module rollout phase, addressing their needs and concerns promptly.
- Customer Success Planning: Collaborate with customers to understand their business objectives and develop tailored success plans. Monitor customer progress and provide strategic advice to help them achieve their goals.
- Support & Troubleshooting: Providing ongoing support to customers, resolving any issues or challenges they encounter, directing them to the helpdesk and customer education teams as required. Work closely with the technical support team to address complex problems and ensure timely resolution.
- Customer Engagement & Retention: Regularly checking in with customers to ensure they are satisfied and fully rolling out our software products. Identifying any opportunities for upselling and cross-selling additional features we have here at SAMpeople/Fusion HR.
- Feedback and Improvement: Collecting and analysing customer feedback to identify areas for product and process improvement. Share insights with the product development team to enhance the overall customer experience.
- Reporting & Documentation: Maintain accurate records of customer interactions and rollout progress. Prepare regular reports on customer success metrics, including satisfaction scores, retention rates and usage statistics.
About you
- Proven experience in a customer success, account management or similar role within a SaaS business.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers.
- The ability to manage multiple customer accounts.
- Proficiency with customer success tools and CRM software.
What we offer
The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work every day. We also offer:
- 25 days annual leave (plus 8 days Bank Holidays).
- Your birthday off.
- BUPA Healthcare Cashback plan – following successful completion of probation.
- Pension Scheme.
- Ongoing professional development opportunities – we can offer supported study and potential funding for external qualifications.
- A cracking team to work with!
- Flexible working – we can offer part-time or term-time hours to suit you and your family.
Interview process
- Phone screen.
- 1st stage.
- 2nd stage.
We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at careers@arbor-education.com. Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice. Arbor Education is an equal opportunities organisation. Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively encourage applications from people of all backgrounds.
Refer a friend
Know someone else who would be good for this role? You can refer a friend, family member or colleague; if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simply email: careers@arbor-education.com.
Please note: We are unable to provide visa sponsorship at this time.
Customer Success Partner (SAMpeople) in Wakefield employer: Arbor Education
Contact Detail:
Arbor Education Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Partner (SAMpeople) in Wakefield
✨Tip Number 1
Get to know the company inside out! Research Arbor and SAMpeople, understand their mission, values, and products. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the company culture and even lead to referrals, which can boost your chances of landing that Customer Success Partner role.
✨Tip Number 3
Prepare for those interviews! Think about how your past experiences align with the responsibilities of the role. Be ready to share specific examples of how you've built customer relationships and tackled challenges in previous positions.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Success Partner (SAMpeople) in Wakefield
Some tips for your application 🫡
Show Your Passion for Education: When writing your application, let your enthusiasm for transforming education shine through. We want to see how you can contribute to making schools happier places to work and learn!
Tailor Your Experience: Make sure to highlight any relevant experience in customer success or account management, especially within a SaaS environment. We love seeing how your background aligns with our mission at SAMpeople.
Be Personable and Engaging: Your written application should reflect your communication skills. Use a friendly tone and show us that you can build strong relationships with customers, just like you would in the role!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and get the ball rolling on your journey with us at Arbor!
How to prepare for a job interview at Arbor Education
✨Know Your Product Inside Out
Before the interview, make sure you understand SAMpeople and its features thoroughly. Familiarise yourself with how it helps schools manage their people effectively. This will not only show your genuine interest but also allow you to discuss how you can help customers maximise their use of the software.
✨Showcase Your Relationship-Building Skills
As a Customer Success Partner, building strong relationships is key. Prepare examples from your past experiences where you've successfully managed customer relationships or resolved issues. Highlight your communication skills and how you’ve tailored solutions to meet specific customer needs.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you had to troubleshoot a customer issue or develop a success plan. Be ready to explain your thought process and how you ensured customer satisfaction in those situations.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face, or how success is measured in this role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.