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For Companies At a Glance
- Tasks: Manage client relationships and ensure top-notch service delivery for our Enterprise clients.
- Company: EZRA, a coaching company dedicated to personal and professional growth.
- Benefits: World-class coaching, charity days, learning budget, and a weekly wellbeing hour.
- Why this job: Join a dynamic team and make a real impact on clients' success.
- Qualifications: 3+ years in Customer Success, strong project management skills, and a passion for client needs.
- Other info: Hybrid work model with a focus on inclusivity and personal development.
The predicted salary is between 36000 - 60000 £ per year.
Location: London - Hybrid 3 days a week in office
Who We Are
We believe everyone can be better with a coach. Coaching changes people’s lives. It helps them be happier and more productive in their work. It turns entire companies into more inclusive, more productive places to be. That’s why we’ve made it easy for more people – not just those at the top – to benefit from the world’s best coaches. This is true of our EZRA team. We believe a happy team is a productive one. We help our people grow, to care deeply about and be proud of what we do.
The Role
As EZRA continues to grow, so does our mission to be in front of more organizations worldwide! To accomplish this, we are looking for an Enterprise Customer Success Manager reporting directly to the regional Enterprise Customer Success Lead. The focus of this role will be to work hand-in-hand with our Enterprise clients to oversee all customer success deliverables to provide a best-in-class service to EZRA's valued customers. This is an exciting role with significant stretch opportunities, with the individual expected to play a critical role in EZRA's current and future growth.
What You’ll Do
- Delivery life-cycle client management
- Proactively manage a portfolio of Enterprise clients for the full delivery lifecycle – from post-sale to program completion and non-program related workstreams
- Key point of contact for all program and delivery related questions for program sponsors across client organizations
- Develop and build strong relationships with key client stakeholders
- Partner with Sales to support the broader account growth strategy through program delivery
- Bring together internal EZRA stakeholders to support on client needs, such as Solutions Leads, Coaching Services, Tech and Product, Finance etc.
- Be the voice of the customer and provide feedback to internal teams to improve EZRA's product and delivery
- Work in collaboration with Sales and rest of the account team to understand each client's needs and priorities to optimize the reporting provided
- Align monthly reporting to show client progress towards achieving objectives, sharing successes and/or raising concerns to the account team to determine next steps
- Regularly align with Sales and the rest of the account team on approach to reporting calls to ensure client needs are met and Sales are able to build towards the next opportunity
- Generate coach and data insights, collaborating with EZRA’s Solution Lead team as appropriate
- Tracking of client stakeholder utilization of the EZRA Reporting Portal to support clients' engagement with the portal
- Partner with Sales to build regular Business Review presentations to support the overall account growth strategy
- Ensure clear revenue activation plans for clients with prepay balances, working with the account team and beyond to put plans in place where needed
- Contribute to the regional team’s revenue recognition targets
- Ensure data hygiene related to revenue forecasting activities
- Daily use of project management tool to ensure accurate and timely implementation of all programs
- Build out of online intake form data capturing mandatory data ahead of launch
- Coordinate billing instructions for finance to execute invoices
- Keep accurate tracking of where clients’ spend is against prepay balances
The CSM may be required to perform other duties as assigned by management, outside of their normal scope of work.
About You
- 3+ years of Customer Success or related corporate experience
- Experienced project manager with proven experience in a customer success role
- Willingness to work in a fast-paced start-up environment and comfort around operating with an element of ambiguity
- Critical thinking skills: ability to problem solve independently and quickly
- Confident, accurate and clear communicator
- Self-starter able to operate in a high pressure, deadline driven, virtual environment
- Ability to influence others without direct authority and, at times, challenge the status-quo
- Proficiency in MS Office Suite
- Knowledgeable of marketing/sales messaging principles
- Passionate about clients and participants needs
Life at EZRA
- Your Own World-class coach to help you grow personally and professionally.
- Coaching for Friends and family because coaching is a gift worth passing on.
- Charity Days to support the causes close to your heart - because doing good feels good.
- Learning Budget to fuel your curiosity. If it helps you grow, we’re in.
- Weekly Wellbeing Hour just for you. No meetings. No emails. Just space to breathe, reflect, or reset.
- Regional benefits flex to fit your location and lifestyle.
- A welcoming place to do your best work. Comfortably, collaborative and inclusive.
We’re an equal opportunity employer dedicated to building a diverse team that reflects the communities in which we work, where everyone has a voice and feels able to be themselves. We believe that diversity strengthens our culture and business. Valuing uniqueness and respecting our differences means we grow faster, become better, and achieve more.
In the spirit of transparency, credentials are verified through background checks conducted upon conditional employment, in accordance with applicable laws.
Customer Success Manager - EZRA employer: Knightsbridge Solutions, L.L.C.
Contact Detail:
Knightsbridge Solutions, L.L.C. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager - EZRA
✨Tip Number 1
Network like a pro! Reach out to current or former employees at EZRA on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding EZRA's mission and values. Show how your experience aligns with their focus on customer success and coaching. We want to see your passion for helping clients thrive!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've successfully managed client relationships and tackled challenges in previous roles. We love hearing about real-life experiences.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Success Manager - EZRA
Some tips for your application 🫡
Show Your Passion for Coaching: When writing your application, let your enthusiasm for coaching shine through! Share any personal experiences or insights that highlight how coaching has impacted your life or the lives of others. We love seeing candidates who genuinely care about helping people grow.
Tailor Your Application: Make sure to customise your application to fit the Customer Success Manager role. Highlight relevant experience and skills that align with the job description. We want to see how you can bring value to our team and help us achieve our mission!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon where possible. We appreciate candidates who can communicate effectively, as this is key in a customer-facing role like this one.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our EZRA family!
How to prepare for a job interview at Knightsbridge Solutions, L.L.C.
✨Know Your Clients
Before the interview, research EZRA's client base and understand their needs. Be ready to discuss how you can proactively manage relationships and deliver exceptional service to these clients.
✨Showcase Your Project Management Skills
Prepare examples from your past experience that highlight your project management abilities. Discuss how you've successfully managed multiple projects simultaneously and how you can bring that expertise to the role.
✨Communicate Clearly
As a Customer Success Manager, clear communication is key. Practice articulating your thoughts concisely and confidently. Be prepared to demonstrate how you would communicate with both clients and internal teams effectively.
✨Emphasise Your Problem-Solving Skills
Think of specific instances where you've had to solve problems independently. Be ready to share these examples during the interview, showcasing your critical thinking skills and ability to navigate challenges in a fast-paced environment.
