Customer Success Manager - Elucidat

Brighton and Hove

Closing date: 25/06/2019

We’re an award winning Learning Technology company based in Brighton which has quickly become a leader in its field. In just 4 years, Elucidat has served over 6 million learners and is globally recognised as a leading elearning authoring tool. We're a close knit team on a mission to provide the software, support and coaching needed to produce online learning experiences that deliver real-life impact. We call this people-centered elearning. Our software enables large organisations to achieve this on a global scale.

Job Description:

Are you a confident self-starter who thrives when building meaningful, long term relationships with clients?

We’re looking for a new Customer Success Manager who can support our customers as they use our software, helping them reach their goals and representing their interests as Elucidat develops. If you’re keen to join a growing, tight-knit team keep reading!

Who is Elucidat?
Elucidat is an award-winning elearning authoring platform, globally recognised as a leader in our field. We work with some of the most successful organizations in the world, including Oxfam, Tesco, and The Open University, helping them to produce, distribute, and measure digital learning with a real-life, transformational impact.

Our Customer Success team are a tight-knit bunch who are looking for a new team member to join our growing department! As Customer Success Managers, we work hard to develop and maintain key client relationships. We offer strategic help to ensure customers use Elucidat successfully. We also work cross-team as part of our role, acting as our customer's key advocates within Elucidat.

Our culture
We put people first. We know that life is about more than just work, so we give you space and support to thrive professionally and personally. Our success is fuelled by the positive attitudes and exceptional talent of our team, who live by our Learn, Care, Share values every day.

So, how can you help?
We have an awesome opportunity for a talented Customer Success Manager to join our growing team. Reporting to the Head of Customer Success, you’ll be confident with managing customers at all levels, know how to demonstrate success, deliver an exceptionally high standard of service and be genuinely passionate about helping customers meet their goals.

Your overall aims will include:

  • Establishing a trusted advisor relationship with each of your assigned customers and driving continued value through our product and services
  • Driving retention and customer lifetime value by focussing on the success of the customer
  • Personally seeing through issues, projects and engagements to completion, providing a reassuring, professional and personable point of contact for any of your customers queries
  • Developing, preparing, and nurturing customers for advocacy
  • To support customer engagement campaigns and communications

The role will require you to work closely with multiple teams including Sales, Support, Product Development, Marketing, and Professional Services.

Plus rolling up your sleeves and working with the team in shaping and implementing the strategies to achieve exceptional experiences for all our customers.

Key responsibilities include:

  • Building successful relationships with our customers, defined by adoption, growth and retention.
  • Proactively identifying customers that may be at risk and working with them and internal teams to drive success and ensure retention and ongoing customer satisfaction.
  • Becoming a trusted advisor to our customers in all matters relating to Elucidat.
  • Delivering consistently high quality of service.
  • Regularly identifying growth potential within our existing customer base.
  • Identifying new ways of supporting our customers and helping them benefit from Elucidat.
  • Raising and escalating support tickets in backend systems with all required information.
  • Confidently managing issue escalations from start to finish.
  • Supporting the team with targeted email campaigns to different customer segments to help drive engagement with the product, gain customer feedback and build advocacy.
Skills Range:

The ideal person will have the following skills and experience:

  • Motivated by making customers successful
  • Be a self-starter - self-motivated and driven - you’ll be able to hit the ground running, you’ll push us forward and bring your ideas and excitement to the team
  • Enjoy a range of different tasks (every day will be different!) and happy to try new things
  • Solid demonstrable background in Customer Success, Account Management or Project Management
  • Know how to manage customer accounts and build fruitful business relationships and be able to apply this straight away
  • Experience in a technology or startup business
  • A love of learning and the ability to learn on the job
  • Highly-organised with the ability to prioritise and plan time effectively
  • An ability to be astute, strategic, intelligent, and insightful
  • Ability to become a product expert in Elucidat
  • Be a proactive team player with innovative ideas to inspire customer loyalty and progression
  • Commercial awareness of the lifecycle of a software product and be comfortable and able to have commercial conversations with customers
  • Excellent communication skills and the ability to influence and inspire confidence
  • Great with data and analytics
  • A great sense of humour! While we work hard, we have a great time while we do it, and fitting into our culture is as important as being able to do the job
The icing on the cake:
  • Experience in working in the Learning industry
  • Experience working with (both internally and externally) a variety of software products, especially web-based SaaS products
  • Experience working with a variety of tools and systems (e.g. CRM, Google Docs, Confluence, Intercom, JIRA, Trello, Slack)
  • Being a fan of tea, coffee, and biscuits (preferably chocolate digestives, custard creams, or rich tea!)
Key Area: Customer Service Customer Service
Attendance: Full-Time
Additional Information:

Our company values are 'Learn, Care, Share' which we apply to all aspects of our work, from our flexible working opportunities - to our friendly, supportive culture.

  • Flexible working and a healthy work/life balance - opportunities to help you juggle other commitments, e.g. childcare
  • Central Brighton office, great location, handy for transport links
  • Competitive salary, 25 days holiday (increasing to 30)
  • Opportunities to grow - from our excellent onboarding process through career plans to help you progress
  • Dedicated learning time - learning is one of our core values so we ensure this is nurtured within the company too, by offering you 1 day of dedicated learning time every month.
  • Happier weekdays - A meeting-light culture and opportunities to get to know team members better through things like weekly ‘donuts’, monthly socials, and events. Free refreshments as well!
  • Happier weeknights - We organise socials every month and bringing together everyone in the business including all remote workers at least once every 6 months to do team building exercises and to share ideas over dinner.
  • Giving back - There are opportunities for staff to give back to non-profit activities or charities that support the wider community. We also provide discounts for our software to charities.
  • Everyone has a voice - We are building a culture where everyone is respected and has a voice in the day to day running of the company - a workplace where everyone is valued for the contributions they make. We continually celebrate individual and collective achievements.

This is a truly unique opportunity to join a dynamic company in the early stages of their ambitious growth plans - and it’s a really exciting time to join our Customer Success team.


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