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- Tasks: Manage Enterprise client relationships and ensure top-notch service delivery.
- Company: EZRA is on a mission to empower employees through professional coaching.
- Benefits: Enjoy flexible hours, remote work options, and a personal world-class coach.
- Why this job: Join a dynamic team focused on growth and making a real impact in coaching.
- Qualifications: 3+ years in Customer Success; strong project management and communication skills required.
- Other info: Embrace a diverse and inclusive workplace where your voice matters.
The predicted salary is between 36000 - 60000 £ per year.
Location: London - Hybrid 3 days a week in office
Who we are: Imagine what even the world’s most exceptional organizations could achieve if all their employees were coached to be their absolute best. At EZRA, we’re on a mission to do just that. We believe that through professional coaching, people get to know themselves and their goals, weaknesses and hang-ups. And once they know all that, they can build on the good stuff and work on the rest. This mindset applies not only to our clients but is manifested in our own EZRA family. We believe a happy team is a productive team. We want our people to care about and be proud of what they do.
The Role: As EZRA continues to grow, so does our mission to be in front of more organizations worldwide! To accomplish this, we are looking for an Enterprise Customer Success Manager reporting directly to the regional Enterprise Customer Success Lead. The focus of this role will be to work hand-in-hand with our Enterprise clients to oversee all customer success deliverables to provide a best-in-class service to EZRA's valued customers. This is an exciting role with significant stretch opportunities, with the individual expected to play a critical role in EZRA's current and future growth.
What You’ll Do:
- Delivery life-cycle client management
- Proactively manage a portfolio of Enterprise clients for the full delivery lifecycle – from post-sale to program completion and non-program related workstreams
- Key point of contact for all program and delivery related questions for program sponsors across client organizations
- Develop and build strong relationships with key client stakeholders
- Partner with Sales to support the broader account growth strategy through program delivery
- Bring together internal EZRA stakeholders to support on client needs, such as Solutions Leads, Coaching Services, Tech and Product, Finance etc.
- Be the voice of the customer and provide feedback to internal teams to improve EZRA's product and delivery
- Work in collaboration with Sales and rest of the account team to understand each clients' needs and priorities to optimize the reporting provided
- Align monthly reporting to show client progress towards achieving objectives, sharing successes and/or raising concerns to the account team to determine next steps
- Regularly align with Sales and the rest of the account team on approach to reporting calls to ensure client needs are met and Sales are able to build towards the next opportunity
- Generate coach and data insights, collaborating with EZRA’s Solution Lead team as appropriate
- Tracking of client stakeholder utilization of the EZRA Reporting Portal to support clients' engagement with the portal
- Partner with Sales to build regular Business Review presentations to support the overall account growth strategy
- Ensure clear revenue activation plans for clients with prepay balances, working with the account team and beyond to put plans in place where needed
- Contribute to the regional team’s revenue recognition targets
- Ensure data hygiene related to revenue forecasting activities
- Daily use of project management tool to ensure accurate and timely implementation of all programs
- Build out of online intake form data capturing mandatory data ahead of launch
- Coordinate billing instructions for finance to execute invoices
- Keep accurate tracking of where clients’ spend is against prepay balances
The CSM may be required to perform other duties as assigned by management, outside of their normal scope of work.
About you:
- 3+ years of Customer Success or related corporate experience
- Experienced project manager with proven experience in a customer success role
- Willingness to work in a fast-paced start-up environment and comfort around operating with an element of ambiguity
- Critical thinking skills: ability to problem solve independently and quickly
- Confident, accurate and clear communicator
- Self-starter able to operate in a high pressure, deadline driven, virtual environment
- Ability to influence others without direct authority and, at times, challenge the status quo
- Proficiency in MS Office Suite
- Knowledgeable of marketing/sales messaging principles
- Passionate about clients and participants needs
What we offer:
- Your own world class coach
- Friends and family coaching
- 2 weeks work from anywhere
- Charity days
- Learning and Development Budget
- Weekly wellbeing hour
- Flexible working hours
We are an equal opportunity employer dedicated to having a thriving, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more, and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us.
Customer Success Manager - EZRA employer: Ezra
Contact Detail:
Ezra Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager - EZRA
✨Tip Number 1
Familiarise yourself with EZRA's coaching philosophy and values. Understanding their mission to empower employees through professional coaching will help you align your responses during interviews and demonstrate your passion for their approach.
✨Tip Number 2
Network with current or former employees of EZRA on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations, which you can leverage in your discussions.
✨Tip Number 3
Prepare specific examples from your past experience that showcase your project management skills and customer success achievements. Be ready to discuss how you've influenced stakeholders and navigated challenges in a fast-paced environment.
✨Tip Number 4
Stay updated on industry trends related to customer success and coaching. Being knowledgeable about the latest developments will not only impress your interviewers but also show your commitment to continuous learning and improvement.
We think you need these skills to ace Customer Success Manager - EZRA
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success and project management. Use keywords from the job description to demonstrate that you understand the role and its requirements.
Craft a Compelling Cover Letter: In your cover letter, express your passion for coaching and client success. Share specific examples of how you've built relationships with clients and contributed to their success in previous roles.
Showcase Your Problem-Solving Skills: Provide examples in your application that illustrate your critical thinking and problem-solving abilities. Highlight situations where you successfully navigated challenges in a fast-paced environment.
Highlight Your Communication Skills: Since clear communication is key in this role, emphasise your ability to communicate effectively with various stakeholders. Mention any experience you have in presenting insights or reports to clients.
How to prepare for a job interview at Ezra
✨Understand EZRA's Mission
Before the interview, take some time to research EZRA's mission and values. Understanding their focus on professional coaching and employee development will help you align your answers with their goals and demonstrate your genuine interest in the company.
✨Showcase Your Customer Success Experience
Be prepared to discuss your previous experience in customer success roles. Highlight specific examples where you've managed client relationships, resolved issues, and contributed to account growth. This will show that you have the relevant skills for the role.
✨Demonstrate Problem-Solving Skills
Given the fast-paced environment at EZRA, it's crucial to showcase your critical thinking and problem-solving abilities. Prepare examples of how you've tackled challenges in previous roles, especially those that required quick decision-making and adaptability.
✨Prepare Questions for the Interviewers
Having thoughtful questions ready for your interviewers can set you apart. Ask about the team dynamics, the tools they use for project management, or how they measure success in the Customer Success Manager role. This shows your enthusiasm and engagement with the position.
