Trial Coordinator, Ezra

Location: London (Hybrid - 3 days in Office)

Who we are

EZRA delivers the highest quality professional coaching to employees using industry leading app-based technology. We redesigned coaching for the digital age with world class technology enabling quality coaching sessions, seamless user journey and regular reporting like never before. With 50+ years’ experience delivering world class coaching in 66 countries we’re best placed to drive the coaching revolution. In just over a year, we have grown to become the fastest growing virtual coaching solution globally, supporting many of the world’s leading companies with high impact, 1:1 personalised coaching. At EZRA we use innovative technology to achieve the greatest user experience, but the heart of the service is the quality and diversity of our 2000+ global coaching pool. Now, everyone can be better with a coach.

The Role

To aid our rapidly expanding growth, we are looking for a pro-active, energizing Trial Co-ordinator to help us launch EZRA experiences across our 3 propositions at scale. This role will be to provide seamless world class customer service, to showcase EZRA propositions and provide prospective and existing customers with a unique experience, as they look to contract with EZRA. This is an exciting new role with significant stretch opportunity. Working with multiple teams, this role will see interaction with sales, our delivery function, marketing and work closely with our technical support teams.

The Team

You’ll be joining a high performing sales team that services our prospective customers in EMEA, reporting into the VP Enterprise Acquisition.

What you’ll do

• Provide effective and proactive first-level service to the EZRA prospective accounts who are looking to experience EZRA propositions.
• Work with the sales team to understand specific client needs and curate an experience that will match those expectations, to win more logos.
• Be an extension of the EZRA brand and help prospective customers understand how EZRA can partner with their organisation.
• Project manage the client onboarding set-up in the experience process for new business opportunities.
• Support our Customer Success Managers in the client onboarding and set-up process for growth opportunities with existing customers.
• Oversee reporting requirements at account level during the EZRA experiences where required.
• Strategic check-ins with client stakeholders to support in managing expectations internally and externally.
• Hand off management information to the selling team post trial, to ensure a detailed and thorough implementation if we win the contract.

Implementation Manager Key Activities

Sales and Operational Support

• Work with our Sales team to ensure alignment of the experience and ensure a best in class customer journey.
• Develop a complete understanding of the future project requirements.
• Work in partnership with our Coaching Solutions team to select and brief our coaches and where required facilitate virtual briefings pre trial.
• Maximize adoption and engagement of EZRA experience participants.
• Execute production and delivery of client reporting needs when required, utilizing EZRA’s Reporting Capabilities.
• Assist in the development of client-facing materials and collateral as appropriate.
• Stay well-versed in and be able to explain and articulate EZRA’s Product and Platform capabilities.

Customer Success Partnership

• For experiences to help grow existing customers, support the designated Customer Success Manager to execute on delivery milestones.
• Facilitate launch interventions for experiences provided to existing customers supporting the CSM as the client point of contact.
• Provide data and supporting information to the CSM throughout and at the end of the EZRA experience so that the CSM can partner with the commercial lead in sharing insights on the experience.
• Support the CSM as an internal point of contact for all experience deliverable and milestones.

Reporting

• Proactively work with customers and our sellers to understand what success looks like to them and facilitate an experience that will resonate with what they are trying to achieve through their EZRA experience.
• Proactively plan and prepare for client debriefs, compiling account reporting including PPT presentation and data analysis to provide data insights and trends.
• Participate in all aspects of Ezra CSM community (training, systems, processes).
• Proficiency in EZRA systems and updating internal shared documents.

About you

You have:

• The ability to work in a fast-paced, virtual scale-up environment.
• Experience in working with ambiguity and positive ever-changing business environments.
• Experience in working with sellers and understanding how to align outputs to the need of a customer in line with business strategies.
• Strong evidence of customer success and strive to go the extra mile for Ezra customers and participants.
• High levels of attention to detail to make sure the job gets done right.
• Proficiency in MS Office Suite including Microsoft Forms, Excel and PowerPoint.

You are:

• Comfortable operating with levels of ambiguity and taking direction from multiple team members.
• Passionate about innovation and looking at better ways to work.
• Comfortable in working with customers of all levels and seniorities.
• Experienced in working cross-functionally with other departments particularly sales and delivery operations.
• Highly organized, considering the needs of the whole team operating in different time zones.
• A self-starter able to operate in a high pressure, deadline driven, virtual environment.
• Proficient in reporting and the creation of graphics to showcase results.

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.