Customer Success Consultant

Working hours: Monday - Friday, 37.5 hours per week.

About Kortext: At Kortext, we’re not just another tech company. We are on a mission to transform the way the world learns. As the UK’s #1 student learning content and engagement platform, we’re powering the academic journeys of students at over 100 UK universities and many more across the globe. We’re growing fast, and we’re looking for passionate, pioneering people to join us on this exciting journey. If you want to be part of a team that’s shaping the future of education and making a real difference in the lives of students, Kortext is the place for you. Our mission is straightforward: to help every student fulfil their potential.

The Role: Reporting to the Head of Customer Success, the Customer Success Consultant will focus on championing customer needs through both day-to-day support and strategic partnership. Working within the wider Customer Success team, you will provide consultative support to universities and the wider Kortext business on Talis-specific activities, helping new and existing customers successfully implement and use Talis Aspire. Taking a library-first approach, you will work closely with customers as an extension of their library teams, developing a deep understanding of their workflows and requirements. Talis Aspire is a core product, however, each university uses it differently, making curiosity, adaptability and strong consultative skills essential to delivering effective and rewarding customer outcomes.

Key Responsibilities:

• Deliver excellent customer service via video calls and ticket-based support channels.
• Provide consultative support by investigating issues thoroughly and offering tailored, trusted guidance.
• Identify patterns in support tickets and proactively reduce future issues.
• Create, maintain and improve internal and external knowledge base articles.
• Design and deliver online and in-person training and customer-focused events, including webinars and conferences.
• Champion the Talis Aspire User Community, encouraging collaboration and knowledge sharing.
• Review customer progress and promote effective use of all Talis product features.
• Establish trusted, long-term partnerships with customers, acting as an extension of their team.
• Track and report on key metrics to measure customer and team success.
• Share customer insights and feedback to inform product development.
• Provide pre-sales support, including implementation guidance and product demonstrations aligned to library workflows.

Key Skills & Requirements:

• A minimum of 5 years’ experience in customer success, customer support, or a similar client-facing role.
• Proven experience supporting customers (internal or external) using SaaS or other digital products.
• Background in higher education, libraries, or other complex service environments.
• Demonstrated confidence in delivering customer-facing training, product demonstrations, and presentations.
• Strong problem-solving skills and a curiosity to understand issues in depth.
• Clear and confident written and verbal communication, adaptable to different audiences.
• Customer-focused mindset with a passion for helping organisations maximise product value.
• Ability to manage workload independently and prioritise effectively under pressure.
• Strong organisational and time-management skills.
• Comfortable making decisions, negotiating when needed, and meeting deadlines.
• Ability to work effectively across multiple time zones with flexibility in working hours.
• Willingness to travel to customer sites for training and support events.
• Technical aptitude, including working with data formats such as MARC and JSON and manipulating URLs.
• Familiarity with HTML, SQL, or programming languages, with the confidence to learn new technologies as required.

Flexible working: We appreciate that individuals' situations can vary for childcare, studying or many other reasons. With that in mind, we can offer flexibility within hours to accommodate this.

Simply Health scheme: We have an excellent health scheme plan that allows employees to sign up for the following three months of employment. This includes financial support towards dentists, chiropractors, private appointments and many more.

Office close to the beach: Our Office is situated locally to the beach. In 2022 & 2023, we held our Kortext summer party at the beach, and it was an excellent setting for our remote and local staff to connect.

Hybrid working: Following Covid, we adapted to the times, offering remote/hybrid positions, allowing us to source talent outside Bournemouth and expand our business.

26 days Holiday: We start at 26 days of Holiday plus eight bank holidays, with an opportunity to increase to 29 days after five years (pro rata for part-time members)!

Learning and development: We offer a range of L&D, regular refresher training, coaching and mentoring, buddy programme, and many more!

Work environment: A remote contract where you will be expected to have a dedicated home office area to focus on work related activities and communicate effectively with customers and colleagues.

Equal Opportunities Employer: At Kortext, we’re building a workplace where everyone feels valued, included, and empowered to thrive. We celebrate diversity and believe that different perspectives drive innovation. Whoever you are, wherever you’re from, you’re welcome here.

Reasonable Adjustments: We recognise that everyone is unique, and we encourage you to speak to us should you require any adjustments during the hiring process & your employment.