At a Glance
- Tasks: Engage with B2B school customers to ensure satisfaction and drive retention.
- Company: Join Twinkl, a mission-driven company transforming education worldwide.
- Benefits: Enjoy 33 days off, paid 'Me' day, and health cash plan.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real impact in education while supporting teachers globally.
- Qualifications: Experience in customer service or account management, strong communication skills.
The predicted salary is between 25500 - 32000 £ per year.
Location: UK
Annual Salary: £25,500 - £32k per annum
Hours of work: 37.5 hours per week
Contract: Permanent
We are looking for a dedicated Customer Success Executive to join our team and provide exceptional service to our B2B school customers. In this role, you will act as a trusted point of contact, ensuring customers see long-term value from our products and services, driving retention, and supporting our rolling renewal process.
What you'll be doing
- Engagement & Retention: Proactively engage with customers approaching renewal to ensure satisfaction, address concerns, and secure timely retention.
- Value & Adoption: Share product knowledge proactively to ensure customers successfully adopt and get the most value from their Twinkl subscription.
- Support & Enquiries: Provide high-quality initial responses and resolutions to inbound support tickets and renewal queries.
- Winbacks & Upsells: Identify upsell and expansion opportunities, and provide outbound engagement to recently churned customers for 'winback' opportunities.
- Payment Support: Support the rolling renewal process by following up with customers on outstanding payments.
What you'll bring
- Previous experience in customer service or account management, preferably in a B2B environment.
- Excellent written and verbal communication skills with the ability to interact effectively with customers and internal stakeholders.
- Strong problem-solving abilities and a proactive, customer-centric mindset.
- Ability to multitask and prioritize in a fast-paced environment with high attention to detail.
- Proficiency in customer service software and CRM systems.
How We’ll Look After You
- Enjoy 33 days of paid time off per year (pro-rata), plus watch your holiday bank grow the longer you stay with us.
- The Ultimate "Me" Day. An extra, fully paid day off dedicated entirely to you. Sleep in, binge a show, or hit the spa. No justification needed, just pure self-care.
- Want to change the world? We’ll foot the bill. Take a fully paid day every year to champion a cause close to your heart.
- Keep your money in your pocket as we give you access to a Westfield Health cash plan. Claim back cash on everyday healthcare like dentist visits, eye care, and physio.
- Big life moments deserve big support. We’ve got you covered with enhanced pay for maternity, paternity, and adoption leave.
- We’re investing in your tomorrow. Secure your future with our boosted pension contributions and total peace of mind through generous life insurance.
- Unleash a world of learning and fun! Get full, complimentary access to Twinkl for you and your family.
If you're ready to make a real impact in education and join a vibrant, mission-driven team, we’d love to hear from you! Apply today!
About Us
At Twinkl, we believe every child deserves to feel loved, supported, and inspired to learn. Created by experienced educators for educators, our mission is simple: to help those who teach by transforming lives through education.
Trusted by teaching communities worldwide, Twinkl provides instant access to an award-winning library of over 1 million digital and printable resources. Supporting learners from birth through secondary education, our collection spans everything from daily lesson planning and assessments to leadership and wellbeing tools.
We evolve alongside the classroom, adding fresh content daily. And if you can't find exactly what you need? Just ask. Our world-class customer service team will create bespoke resources just for you, allowing you to focus on what matters most: inspiring your learners.
Whoever you are, whatever you teach, Twinkl is here for you!
Customer Success Executive in Sheffield employer: Twinkl
At Twinkl, we pride ourselves on being an exceptional employer, offering a vibrant and inclusive work culture that prioritises employee well-being and growth. With a focus on professional development, our team enjoys flexible working arrangements, generous annual leave, and a supportive environment that fosters collaboration and innovation. Join us in making a meaningful impact in education while enjoying the benefits of a dynamic and rewarding workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Executive in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Twinkl. 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 Twinkl 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 Executive in Sheffield
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 Twinkl:Your cover letter is your chance to shine! Tell us why you want to work at Twinkl 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 Twinkl!
How to prepare for a job interview at Twinkl
✨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.
