At a Glance
- Tasks: Manage client onboarding, drive user adoption, and support project management for VIASignal.
- Company: Join Vialto, a leader in global workforce solutions with a collaborative culture.
- Benefits: Competitive salary, professional development, and opportunities to work with industry experts.
- Other info: Dynamic environment with opportunities for growth and innovation.
- Why this job: Shape the future of work while helping clients achieve their goals.
- Qualifications: Experience in stakeholder management, project management, and data analysis.
The predicted salary is between 40500 - 49500 £ per year.
Join the leader in global work.
Vialto helps leading organizations identify, develop, and execute their workforce priorities with confidence.
Our practice areas include global tax, immigration, rewards, advisory and Vialto private and our team is the gold standard in navigating the complexities of cross-border compliance, and workforce strategies.
We look for people our clients and assignees can count on to thoughtfully deliver clear solutions to complex problems.
To be the best in the business, we cultivate a dynamic, highly collaborative culture that fuels the growth of our people.
We invite you to inquire boldly, learn deeply, and grow endlessly with us.
You’ll work alongside recognized experts, shaping people-first, technology-driven solutions that drive the future of work.
We help our clients achieve their goals and imagine new possibilities.
And we can do the same for you.
Whatever your aspirations, Vialto can help you find your way.
Key Responsibilities
- Client Team Rollout & Onboarding
- Manage the end-to-end onboarding process for new VIASignal clients.
- Coordinate client setup requirements, access provisioning, user administration and activation.
- Partner with client teams, GRPs and regional stakeholders to ensure readiness for go-live.
- Track onboarding progress and proactively manage risks, dependencies and blockers.
- Adoption & Change Management
- Drive adoption of VIASignal across participating client teams.
- Develop and execute communications and engagement plans.
- Monitor user adoption metrics and identify opportunities to improve utilisation.
- Establish and manage adoption reporting and success measures.
- Gather user feedback and coordinate enhancement requests with the project team.
- Superuser & Stakeholder Engagement
- Coordinate and support the global superuser community.
- Deliver demos to stakeholders across the business.
- Create user guidance, playbooks, demo videos, and evolving training materials
- Share best practices and promote consistent use of VIASignal across regions.
- Reporting & Data Analysis
- Track adoption, activation and engagement metrics.
- Produce regular reporting and insights for project leadership and senior stakeholders.
- Analyse user feedback and usage data to identify trends, risks and improvement opportunities.
- Support programme governance and steering committee reporting.
- Project Management Support
- Manage the VIASignal mailbox, ensure timely responses and triaging to relevant stakeholders
- Provide day-to-day project management support to the Client Success and VIASignal programme.
- Maintain rollout plans, action trackers, RAID logs and stakeholder updates.
- Coordinate activities across Product, Technology, Client Experience and regional teams.
- Support future operating model design and scaling of the Client Success function.
Skills & Experience
Essential
- Experience in business stakeholder management, change management, project management or customer adoption roles.
- Strong stakeholder management and communication skills.
- Experience coordinating technology or business transformation initiatives.
- Ability to analyse data, identify trends and produce actionable insights.
- Strong organisational and programme coordination capabilities.
- Experience developing training materials and facilitating workshops.
Desirable
- Experience with Saa S, data, AI or digital product rollouts.
- Knowledge of client experience, customer success or service delivery environments.
- Experience working in global, matrixed organisations.
- Familiarity with Power BI, Excel, Microsoft 365 and adoption analytics.
- Success Measures
The successful candidate will
- Deliver smooth onboarding for new VIASignal clients.
- Increase user activation and adoption rates.
- Build and sustain an engaged superuser community.
- Improve visibility of adoption, feedback and client health trends.
Manager Customer Success in London employer: Vialto Partners
Vialto is an exceptional employer, offering a unique opportunity to be part of a global leader in Global Mobility Services. With a strong focus on employee growth and a collaborative work culture, Vialto encourages its team members to develop their skills through diverse assignments and client engagements. The hybrid working model in the UK allows for flexibility while fostering a sense of belonging, making it an ideal environment for professionals looking to thrive in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Manager Customer Success in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vialto Partners. 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 Vialto Partners 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 Manager Customer Success in London
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 Vialto Partners:Your cover letter is your chance to shine! Tell us why you want to work at Vialto Partners 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 Vialto Partners!
How to prepare for a job interview at Vialto Partners
✨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.
