CSM Manager

The Business: We aim to help students realise their potential in the world of work through technology, content and tools. But its more than that – it’s about helping young people discover options, develop and build confidence. Our Application Tracking System (ATS) is a volume hiring platform used by leading early careers recruiters across the UK, Ireland and beyond. The ATS team is based across our London and Wallingford offices, and is responsible for building, maintaining and developing the platform for our clients globally. As a Customer Success Manager, you will be responsible for leading and managing the platform relaunch and onboarding, building and configuring the platform to the customer’s requirements and training customers in the platform’s use. Your goal is to deliver technical expertise and excellent customer service, supporting our clients to be successful in their hiring objectives, resulting in a high net-promoter score. ATS subject matter expert: You will immerse yourself in the ATS to have a full understanding of its functionality and configuration, to be able to effectively make recommendations to customers on the ATS’s use and capabilities. You will apply your combined knowledge of the ATS and our clients to be able to make recommendations for the platform’s enhancement. Second line technical support: You will support the first line support team (CDC) with additional technical knowledge and triaging tickets. You will complete deeper investigation and analysis of more complex issues, gathering further information, and clearly document your findings. Platform configuration for onboarding, relaunch or change requests: You will define possible solutions and clearly document and communicate the options to the customer along with risks of impacts you have identified. You will make the changes within the platform and manage the testing and feedback process both internally and with the customer. Support Client Managers: You will attend client calls, as required, and support Client Managers by advising on requirement gathering and creating specifications & documentation. Understand the needs of the client, show commitment, and provide effective service. Efficient and effective configuration of the ATS to meet client requirements. Regular communication between project stakeholders and GTI teams. Our customers experience an efficient onboarding/relaunch process Platform onboarding/relaunch is conducted in accordance with defined project plan. Project plan is created and kept up to date with all parties involved, monitoring progress and tracking changes to ensure deliverables are achieved within the required timeframe. Customers are supported in launching the platform with their users. Create easy to follow platform documentation (e.g. written and video) Run individual training sessions. This will be a hybrid position with 3 days\’ per week working from our offices in Wallingford. A minimum of 2+ years\’ experience working in customer success or related roles. Uses own initiative to investigate and resolve independently as well as seeking help and learning from others when needed A confident and professional manner with excellent written, phone and conversational skills Permanent role – 37.Monday to Friday 9am-5:30pm. ~