At a Glance
- Tasks: Ensure members have an amazing experience throughout their journey with us.
- Company: Join a socially conscious company making a real impact in education.
- Benefits: Enjoy flexible hours, generous holiday, and regular socials.
- Other info: Great opportunities for personal growth and development.
- Why this job: Be part of a team that values people and drives positive change.
- Qualifications: Experience in customer success or sales, with strong communication skills.
Location: London, once per month
Salary: £32,000 + OTE
Are you looking for a customer success role in a fast-growing business where people are at the heart of everything we do? Would you like to work within a socially conscious organisation that is making a real impact in the education sector?
The company The Key is the country’s most trusted provider of knowledge and know-how to education leaders determined to make a difference. We provide authoritative, up-to-the-minute sector intelligence, tools, services and resources that give leaders the knowledge to act.
The role We are looking for a Customer Success Manager to join our Customer Success team. As a Customer Success Manager at The Key, you will ensure our members receive the best possible experience throughout their membership journey by providing valuable engagement at each lifecycle stage from onboarding, through to renewal.
You will:
- Work closely with your colleagues in the sales team to ensure members are given a smooth transition between the pre and post-sale touchpoints.
- Be accountable for the success of onboarding your members.
- Make proactive engagements to encourage usage, membership, up-sell, referrals, renewals, support with using the service and gathering member feedback.
- Delivery of overall account portfolio growth via renewal and upgrade targets.
- Report to the team on the areas you are responsible for to help ensure personal and team objectives are being met.
- Be an ambassador for the member, working closely with colleagues in product, engineering, content and marketing to ensure our services deliver exactly what the member needs.
- Hold others across the business to account when experience levels are not met.
- Contribute to the ongoing development of the Customer Experience strategy in partnership with the Customer Success Team Lead, Customer Director, and Head of Sales.
Requirements The ideal person Must have:
- Experience in customer success, sales or relationship management.
- Exceptional time management and prioritisation methods.
- Knowledge of, or interest in the UK education sector.
- Good influencing and negotiation skills.
- A genuine passion for our members and a motivation for providing an outstanding experience throughout their member journey.
- Possess good command of written and spoken English to produce high quality, accurate written materials.
- Awareness and understanding of commercial acumen as well as the importance of retention.
- Tech savvy - particularly with CRMs, reporting and Microsoft Office programmes.
- Excellent communication skills that allow for strong cross-team collaboration.
- Curiosity and proactiveness to drive improvement.
Nice to have:
- Experience within a membership or subscription based organisation.
- Knowledge of Salesforce CRM and/or Zuora subscription platform.
- Ability to collate and present data to develop a case for a particular course of action.
- Can work creatively to resolve problems and develop new initiatives.
- Be willing to take on cross-team responsibilities, working with others to achieve wider team goals and development.
If you don’t meet all of the above but have a genuine interest in joining our team please get in touch - we’d be very happy to chat.
Benefits Why work for us We place huge importance on caring for and developing our people. If you join us you can expect a good work-life balance and the training and support you need to succeed in your role and continue to progress. We are a socially conscious company, but one that also likes to have fun. We offer a generous holiday allowance, flexible hours, buying and selling holiday, enhanced maternity pay, free breakfast, fruit, and drinks, regular socials and much more.
How to apply Please upload your CV and covering letter. In your cover letter please explain why you think you would be right for this role, how your experience fits, and why you would like to work at The Key.
Customer Success Manager employer: The Key Support Services
As a Strategic Finance Manager, you will thrive in a dynamic and supportive environment that prioritises employee development and work-life balance. Our company fosters a collaborative culture where your analytical skills will directly influence strategic decisions, while offering generous benefits such as flexible hours, enhanced maternity pay, and regular social events. Join us to be part of a forward-thinking team at the forefront of AI adoption in finance, with clear pathways for career progression.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Key Support Services. 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 The Key Support Services 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 Customer Success Manager
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 The Key Support Services:Your cover letter is your chance to shine! Tell us why you want to work at The Key Support Services 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 The Key Support Services!
How to prepare for a job interview at The Key Support Services
✨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.
