At a Glance
- Tasks: Lead platform relaunch, onboard clients, and provide training on our ATS.
- Company: GradBay helps students find their potential through innovative technology and partnerships.
- Benefits: Enjoy a hybrid work model, flexible hours, and a supportive team environment.
- Other info: Permanent position with a 3-month probation period; Monday to Friday, 9am-5:30pm.
- Why this job: Join us to make a real impact in student careers while developing your skills in a tech-driven role.
- Qualifications: 2+ years in customer success, strong interpersonal skills, and a knack for problem-solving.
The predicted salary is between 36000 - 60000 £ per year.
GradBay Wallingford, England, United Kingdom
Customer Success Manager
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This range is provided by GradBay. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
The Business:
We aim to help students realise their potential in the world of work through technology, content and tools. That’s not an easy thing.
We believe in understanding students and partnering with employers, universities, schools and other technology providers.
It’s about students finding the right role and employers finding the most suitable candidates. But its more than that – it’s about helping young people discover options, develop and build confidence.
The Job:
Our Application Tracking System (ATS) is a volume hiring platform used by leading early careers recruiters across the UK, Ireland and beyond. Highly configurable, the product allows recruiters to efficiently manage and automate the recruitment process as well as provide an industry-leading experience for candidates.
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.
Main duties and responsibilities:
- 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. You will liaise with Product/Technical teams to follow issues through to resolution.
- Platform configuration for onboarding, relaunch or change requests: Following an initial request, you will communicate with the customer and use your questioning skills to clearly understand and document the requirements. 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 guide the customer to choose the best solution for them. You will make the changes within the platform and manage the testing and feedback process both internally and with the customer. Finally, you will deliver training to end users if required.
- Support Client Managers: You will attend client calls, as required, and support Client Managers by advising on requirement gathering and creating specifications & documentation.
Outcomes:
High levels of customer satisfaction
- 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.
- Manage strategic client relationships.
- Issues are clearly and accurately documented, including steps to replicate.
- Requests are tracked and customers are updated as needed.
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.
- Requirements and expectations are fully and clearly understood, documented, and agreed with all parties.
- Customers are trained in using and administering the platform.
- Customers are supported in launching the platform with their users.
Higher adoption of new and existing platform functionality
- Create easy to follow platform documentation (e.g. written and video)
- Demonstrate functionality to customers in meetings and through demos.
- Run individual training sessions.
This will be a hybrid position with 3 days' per week working from our offices in Wallingford.
Candidate Requirements:
- A minimum of 2+ years' experience working in customer success or related roles.
- Strong interpersonal skills. Able to collaborate with peers and other people inside and outside the business.
- Proactive and highly organised
- Strong technical aptitude
- A fast learner, able to pick up new technologies and processes quickly
- A problem solver. Uses own initiative to investigate and resolve independently as well as seeking help and learning from others when needed
- Able to convey complex technical topics with simplicity
- A confident and professional manner with excellent written, phone and conversational skills
- Adaptable to change
Other Information:
- Permanent role – 37.5 hours per week. Monday to Friday 9am-5:30pm.
- 3-month probationary period.
Seniority level
- Associate
Employment type
- Full-time
Job function
- Customer Service, Administrative, and Human Resources
- Industries
- Staffing and Recruiting and Technology, Information and Media
Customer Success Manager in Wallingford employer: GradBay
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Wallingford
✨Tip Number 1
Familiarise yourself with our Application Tracking System (ATS) before your interview. Understanding its functionalities and how it can be configured will not only impress us but also show your commitment to the role.
✨Tip Number 2
Demonstrate your customer success experience by preparing examples of how you've previously managed client relationships and resolved technical issues. This will highlight your problem-solving skills and ability to communicate complex topics simply.
✨Tip Number 3
Showcase your organisational skills by discussing how you manage multiple projects or clients simultaneously. We value proactive individuals who can keep track of various tasks and ensure timely delivery.
✨Tip Number 4
Be ready to discuss your approach to training clients on new technologies. Providing clear, easy-to-follow documentation and conducting effective training sessions are key aspects of the Customer Success Manager role.
We think you need these skills to ace Customer Success Manager in Wallingford
Some tips for your application 🫡
Understand the Role:Before applying, make sure you fully understand the responsibilities of a Customer Success Manager. Familiarise yourself with the ATS and how it supports clients in their hiring processes.
Tailor Your CV:Highlight your relevant experience in customer success or related roles. Emphasise your technical aptitude and problem-solving skills, as these are crucial for the position.
Craft a Compelling Cover Letter:Use your cover letter to showcase your interpersonal skills and ability to communicate complex topics simply. Mention specific examples of how you've successfully supported clients in the past.
Proofread Your Application:Ensure that your CV and cover letter are free from errors. A polished application reflects your attention to detail and professionalism, which are key traits for a Customer Success Manager.
How to prepare for a job interview at GradBay
✨Know the ATS Inside Out
As a Customer Success Manager, you'll need to be an expert on the Application Tracking System (ATS). Make sure you understand its functionalities and configurations thoroughly. Prepare to discuss how you've used similar systems in the past and be ready to suggest enhancements based on your knowledge.
✨Showcase Your Interpersonal Skills
Strong interpersonal skills are crucial for this role. During the interview, demonstrate your ability to collaborate effectively with others. Share examples of how you've successfully managed client relationships or resolved conflicts in previous roles.
✨Prepare for Technical Questions
Expect to face technical questions that assess your problem-solving abilities. Be ready to explain complex technical topics in simple terms. You might be asked to walk through a scenario where you had to troubleshoot an issue, so think of specific examples to illustrate your approach.
✨Emphasise Your Organisational Skills
This role requires a high level of organisation, especially when managing multiple client projects. Highlight your experience in project management and how you keep track of progress and deadlines. Discuss any tools or methods you use to stay organised and ensure efficient communication with stakeholders.
