At a Glance
- Tasks: Lead platform relaunch, onboard clients, and provide top-notch customer support.
- Company: Join GTI, a pioneer in helping students succeed in their careers.
- Benefits: Enjoy a permanent role with flexible hybrid working and a supportive team.
- Other info: Dynamic environment with opportunities for growth and learning.
- Why this job: Make a real difference in students' futures while developing your skills.
- Qualifications: Bachelor's degree or relevant experience in tech or recruitment.
The predicted salary is between 40000 - 50000 £ per year.
Overview
Customer Success Manager
Department: Recruiting Solutions
Employment Type: Permanent - Full Time
Location: Wallingford or London, UK - Hybrid
About GTI
Pioneering Student Futures. We aim to help students realise their potential in the world of work through technology, content, and tools. 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 it’s more than that - it’s about helping young people discover options, develop, and build confidence.
About the Team
targetconnect for employers is a tech platform to support candidates and recruiters, covering candidate management (Application Tracking, ATS), assessment centres, nurture/CRM, keep warm and pre-skill. Designed especially for early careers and a volume of candidates, it is used by leading early careers recruiters across the UK, Ireland and beyond. Highly configurable, the platform allows recruiters to efficiently manage and automate the recruitment process as well as provide an industry-leading experience for candidates. The Customer Success team is based across our London and Wallingford offices, and is responsible for building, maintaining and developing the platform for our clients globally.
About this role
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. You will also support new customer sales opportunities.
Outcomes
- High levels of customer satisfaction
- Immerse yourself in the platform and the market to have a full understanding of its functionality and configuration, to be able to effectively make recommendations to customers on use and capabilities.
- Understand the needs of the client, show commitment, and provide effective service.
- Apply your combined knowledge of the platform and customers to be able to make recommendations for the platform’s enhancement.
- Efficient and effective configuration of the platform 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.
- 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.
- Liaise with Product/Technical teams to follow issues through to resolution.
- Our customers experience an efficient onboarding/configuration and relaunch process.
- Following an initial request, communicate with the customer and use your questioning skills to clearly understand and document the requirements.
- Define possible solutions and clearly document and communicate the options to the customer along with risks of impacts you have identified.
- 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.
- Deliver training to end users if required.
- 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.
- Platform onboarding/relaunch is conducted in accordance with defined project plan.
- 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.
- Discussions for new customers and extensions to existing customers are well supported.
- Run demonstrations of the platform to customers and prospective customers - seeking to personalise this to the customer needs.
- Create content to support sales and marketing.
- Feedback ideas and issues to the Product team to help inform platform direction.
Person Specification
- 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.
Work Experience, Knowledge & Skills
- Bachelor's degree in a technical related field or practical experience within a recruitment/technical project/SaaS business role (required).
- Knowledge of Early Careers recruitment (desirable).
- Experience onboarding SaaS platforms (desirable).
- Experience of documenting technical requirements and/or procedures (desirable).
Other Information
- Permanent role - 37.5 hours per week. Monday to Friday 9am-5:30pm.
- 3-month probationary period.
- Candidates applying for roles at GTI will be subject to background screening.
If you would like to speak to a member of our team to find out more information about this vacancy or you have any questions, please get in touch - recruitment@groupgti.com.
Customer Success Manager employer: Group GTI
GTI is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where innovation meets collaboration. With hybrid working options in Wallingford or London, employees benefit from a supportive environment that encourages continuous learning and the opportunity to make a meaningful impact on students' futures through technology. Join us to be part of a team that values your contributions and fosters a sense of purpose in helping young people succeed in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Get to know the company inside out! Research GTI and their platform, targetconnect. Understanding their mission and values will help you connect with the interviewers and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! As a Customer Success Manager, you'll need to convey complex ideas simply. Try explaining technical concepts to friends or family to get comfortable with it.
✨Tip Number 3
Prepare for scenario-based questions! Think about how you'd handle different customer situations, like onboarding challenges or technical issues. This will demonstrate your problem-solving skills and adaptability.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the position. Plus, it keeps you on their radar!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your relevant experience and skills that align with the job description, especially your technical aptitude and customer service expertise.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled challenges in previous roles. We love seeing candidates who can demonstrate their ability to investigate and resolve issues independently while also collaborating with others.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use simple language to convey complex ideas, as this reflects the communication skills we value in a Customer Success Manager.
Apply Through Our Website:We encourage you to submit your application directly through our website. This ensures that your application is seen by the right people and helps us streamline the process. Plus, it’s super easy!
How to prepare for a job interview at Group GTI
✨Know the Platform Inside Out
Before your interview, make sure you dive deep into understanding the platform you'll be working with. Familiarise yourself with its features and functionalities so you can confidently discuss how you would help clients configure and use it effectively.
✨Showcase Your Interpersonal Skills
As a Customer Success Manager, strong interpersonal skills are key. Prepare examples of how you've successfully collaborated with clients or team members in the past. This will demonstrate your ability to build relationships and communicate effectively.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific customer issues or technical challenges. Think of real-life examples where you've solved problems independently or sought help when needed, showcasing your proactive approach.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team's current challenges or how they measure customer satisfaction. This shows your genuine interest in the role and helps you understand how you can contribute to their success.
