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For Companies At a Glance
- Tasks: Maximise customer value, drive product adoption, and ensure satisfaction.
- Company: Join ClearCourse, a rapidly growing tech innovator focused on brilliant software solutions.
- Benefits: Enjoy hybrid working, 25 days leave, private medical cover, and generous training budgets.
- Why this job: Be part of a dynamic team with career progression and exciting product launches.
- Qualifications: Client-facing experience, strong communication skills, and a results-driven mindset required.
- Other info: Work in a supportive environment with access to a skilled team in Hull.
The predicted salary is between 28800 - 43200 £ per year.
Join GDS, a dynamic and innovative team fuelled by ClearCourse! The Junior Customer Success Manager at GDS will be responsible for maximising customer lifetime value by driving product adoption, ensuring customer satisfaction, and proactively mitigating churn. You will act as a trusted advisor and strategic partner, understanding their business objectives, challenges, and success metrics, and demonstrating how our solution delivers value. This role is crucial for reducing churn, maximising customer lifetime value, and driving sustainable growth for the company.
About ClearCourse: ClearCourse Group is a rapidly growing collaborative of disruptive technology innovators dedicated to building brilliant software and payments solutions. We were formed in 2018 with investment from New York-based private equity firm Aquiline to build a portfolio of complementary software with our own integrated payments platform and professional service businesses. Working better together is central to everything we do; each time we add a new business, we’re adding new ideas and innovation. Our mission is to help our customers build great businesses with our industry-specific software and embedded payments solutions.
GDS is a rapidly growing part of ClearCourse (26% growth year on year) who are looking for a Junior Customer Success Manager that will be working alongside a skilled team, made up of a BDM and another Customer Success Manager. You will also have access to the rest of the GDS team that all work on the same floor of the Beverley based office in Hull, who are always happy to answer questions. GDS are focused on career progression, and you could quickly move up the career ladder here and will get all the support you need to do so. We are experiencing some exciting times here at GDS, with an ever-growing market share, as well as new product launches that are imminent.
Key Accountabilities:
- Proactive Churn Mitigation and Risk Management: Use leading indicators to anticipate churn risks i.e. usage patterns, support tickets, customer feedback, feature usage etc. Leverage these data-driven insights to develop and implement targeted retention strategies and mitigation plans to re-engage at-risk customers and prevent churn.
- Onboarding and Time To Value: Act as the primary point of contact after hand off from the BDM of New Business Acquisition, partnering with implementation to ensure customers are onboarded seamlessly and begin to experience product value quickly.
- Customer Advocacy and Community Building: Foster a strong sense of customer advocacy by collecting customer feedback, testimonials, and case studies. Identify and nurture potential customer champions who can advocate for our product within their networks and contribute to our customer community.
- Cross-Functional Collaboration and Communication: Collaborate closely with Sales, Product, and Support teams to ensure a seamless customer experience.
- Identify Upsell Opportunities: Identify and refer opportunities to BDMs, to ensure that the business and BDM can attain upsell targets. The success of this directly impacts the CSM’s Net Revenue Retention (NRR) goal which is a culmination of reducing churn and successful upsell.
- Performance Monitoring, Analysis, and Reporting: Track and focus on key customer success metrics, including customer retention rate (CRR), NRR, customer satisfaction (CSAT), net promoter score (NPS), and customer health score.
- Strategic Customer Success Management: Rank and prioritise customers and work closely with strategic customers through having a regular cadence of business reviews, on-site meetings, and workshops to stimulate product usage and feature adoption.
Requirements:
- Proven experience in a client-facing role.
- Excellent communication and interpersonal skills to build rapport with clients.
- Strong negotiation and problem-solving abilities to address client needs effectively.
- Self-motivated with a results-oriented mindset and a drive to achieve targets.
- Familiarity with the software industry and/or experience in workforce management is a plus.
ClearCourse Employee Benefits:
- Life Assurance and Group Income Protection.
- Private medical cover with cash plan.
- Enhanced Company Pension.
- Hybrid-working model with 25 days annual leave + your birthday off.
- Employee wellbeing perks – including Peppy Health, Perkbox, etc.
- Enhanced maternity, paternity and adoption pay.
- Generous training budgets and reimbursement for professional memberships.
If you are a driven and customer-focused professional looking for an exciting opportunity to join an innovative company within the ClearCourse family, then this is the perfect role for you. Join us as we revolutionise the software industry and contribute to the success of our clients. Apply now and take your career to new heights with GDS and ClearCourse.
Contact Detail:
ClearCourse Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Junior Customer Success Manager
✨Tip Number 1
Familiarise yourself with ClearCourse's products and services. Understanding their software solutions and how they benefit customers will help you demonstrate your value during interviews and discussions.
✨Tip Number 2
Network with current employees or industry professionals on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed client relationships in the past. Highlighting your experience in mitigating churn and driving customer satisfaction will resonate well with the hiring team.
✨Tip Number 4
Stay updated on industry trends and challenges that affect customer success management. Being knowledgeable about the latest developments will show your commitment to the role and your ability to contribute effectively.
We think you need these skills to ace Junior Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success or client-facing roles. Emphasise skills such as communication, problem-solving, and any familiarity with the software industry.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific aspects of ClearCourse that resonate with you and how your background aligns with their mission to help customers succeed.
Showcase Relevant Achievements: Include quantifiable achievements in your application that demonstrate your ability to drive customer satisfaction and retention. Use metrics like customer satisfaction scores or successful onboarding experiences to illustrate your impact.
Research and Reflect: Familiarise yourself with ClearCourse and GDS's values and recent developments. Reflect on how your personal values align with theirs and be prepared to discuss this in your application or interview.
How to prepare for a job interview at ClearCourse
✨Understand the Company and Its Values
Before your interview, take some time to research ClearCourse and GDS. Understand their mission, values, and recent developments. This will help you align your answers with what they stand for and show that you're genuinely interested in being part of their team.
✨Prepare for Customer Success Scenarios
Think about specific examples from your past experiences where you've successfully managed client relationships or mitigated churn. Be ready to discuss how you approached these situations and the outcomes, as this role heavily focuses on customer satisfaction and retention.
✨Showcase Your Communication Skills
As a Junior Customer Success Manager, strong communication is key. During the interview, demonstrate your ability to articulate ideas clearly and listen actively. You might be asked to role-play a customer interaction, so practice conveying empathy and understanding.
✨Ask Insightful Questions
Prepare thoughtful questions to ask your interviewers about the company culture, team dynamics, and growth opportunities. This not only shows your interest but also helps you gauge if the company is the right fit for you.
