At a Glance
- Tasks: Lead client relationships and ensure their success with our services.
- Company: Dynamic education services company focused on innovation and client satisfaction.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Fast-paced environment with opportunities to shape the future of education.
- Why this job: Make a real impact in higher education while building strong partnerships.
- Qualifications: Experience managing complex client relationships and strong communication skills.
The predicted salary is between 55000 - 65000 £ per year.
Act as the senior day-to-day relationship lead for allocated university client accounts.
Build trusted, long-term relationships with client stakeholders across both operational and executive levels.
Align OES services with client priorities, institutional objectives, and evolving organisational needs.
Lead structured account planning and quarterly business reviews, with agreed objectives, clear actions, and measurable outcomes.
Monitor client health across delivery performance, risk, and stakeholder satisfaction, responding proactively to issues as they arise.
Work collaboratively with Delivery and Service Leads to resolve challenges and maintain client confidence.
Support successful contract renewals and ensure continuity of partnership relationships.
Develop a strong working knowledge of OES's full service portfolio, including Learning Design, Academic Services, Marketing and Recruitment, Technology, Analytics, and other strategic offerings.
Identify where additional OES services can support client priorities, institutional transformation, or operational improvement.
Work collaboratively with the Partnerships Director and specialist teams to introduce, shape, and progress new service opportunities within existing accounts.
Support clients in understanding the value and practical application of new and emerging OES capabilities.
Partner closely with Growth Support and Delivery teams to ensure smooth transitions from new business through to delivery.
Ensure clients experience a coordinated, consistent, and commercially coherent engagement with OES throughout the partnership lifecycle.
Provide client insight and feedback to Product, Marketing, and Delivery teams to support continuous improvement.
Represent OES professionally in client meetings, reviews, and selected sector events.
Develop and maintain a strong understanding of UK higher education priorities, trends, and market pressures.
Strengthen client advocacy through testimonials, references, repeat business, and long-term partnership development.
Requirements:
- Demonstrated ability to manage complex, multi-stakeholder client relationships at senior institutional level.
- Strong consultative communication skills, with the confidence to engage effectively with executive stakeholders.
- Commercial awareness, with experience identifying and supporting growth opportunities within existing accounts.
- The ability to work cross-functionally across commercial and delivery teams and manage competing priorities in a fast-paced environment.
- Strong organisational skills and sound judgement in managing time and priorities independently.
- A working knowledge of the UK higher education landscape and the digital transformation challenges facing the sector — this is considered a distinct advantage.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Client Success Manager in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jobtailor. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Jobtailor before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Client Success Manager in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Jobtailor:Your cover letter is your chance to shine! Tell us why you want to work at Jobtailor specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Jobtailor!
How to prepare for a job interview at Jobtailor
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
