Customer Success Manager

Outcomes

• Immerse yourself in the platform and the market to have a full understanding of its functionality and configuration, to be able to effectively make recommendations to customers on use and capabilities.  
• Understand the needs of the client, show commitment, and provide effective service. 
• Apply your combined knowledge of the platform and customers to be able to make recommendations for the platform’s enhancement. 
• Efficient and effective configuration of the platform to meet client requirements. 
• Regular communication between project stakeholders and GTI teams. 
• Manage strategic client relationships. 
• Issues are clearly and accurately documented, including steps to replicate. 
• Requests are tracked and customers are updated as needed. 
• Support the first line support team (CDC) with additional technical knowledge and triaging tickets. You will complete deeper investigation and analysis of more complex issues, gathering further information, and clearly document your findings.  
• Liaise with Product/Technical teams to follow issues through to resolution. 

• Following an initial request, communicate with the customer and use your questioning skills to clearly understand and document the requirements.  
• Define possible solutions and clearly document and communicate the options to the customer along with risks of impacts you have identified. 
• Guide the customer to choose the best solution for them. You will make the changes within the platform and manage the testing and feedback process both internally and with the customer. 
• Deliver training to end users if required. 
• Project plan is created and kept up to date with all parties involved, monitoring progress and tracking changes to ensure deliverables are achieved within the required timeframe. Platform onboarding/relaunch is conducted in accordance with defined project plan. 
• Requirements and expectations are fully and clearly understood, documented, and agreed with all parties. 
• Customers are trained in using and administering the platform. 
• Customers are supported in launching the platform with their users. 

• Create easy to follow platform documentation (e.g. written and video) 
• Demonstrate functionality to customers in meetings and through demos. 
• Run individual training sessions. 

• Run demonstrations of the platform to customers and prospective customers– seeking to personalise this to the customer needs. 
• Create content to support sales and marketing. 
• Feedback ideas and issues to the Product team to help inform platform direction. 

Person Specification

• Strong interpersonal skills. Able to collaborate with peers and other people inside and outside the business. 
• Proactive and highly organised. 
• Strong technical aptitude. 
• A fast learner, able to pick up new technologies and processes quickly. 
• A problem solver. Uses own initiative to investigate and resolve independently as well as seeking help and learning from others when needed. 
• Able to convey complex technical topics with simplicity. 
• A confident and professional manner with excellent written, phone and conversational skills. 
• Adaptable to change. 

• Bachelor’s degree in a technical related field or practical experience within a recruitment/technical project/SaaS business role (required). 
• Knowledge of Early Careers recruitment (desirable). 
• Experience onboarding SaaS platforms (desirable). 
• Experience of documenting technical requirements and/or procedures (desirable). 

Other Information

• Permanent role – 37.5 hours per week. Monday to Friday 9am-5:30pm.
• 3-month probationary period.