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Location: Sheffield HQ
Contract: Permanent
Hours: 37.5 hours per week
Job Overview:
As the Head of Customer Success, you will play a crucial role in driving retention, renewals, and customer engagement within our Schools, MATs and further B2B customer base. You will lead and develop the Customer Success and Sales Support teams, ensuring exceptional customer experiences that drive long-term loyalty and revenue growth. This role is ideal for a strategic leader with a passion for education and a proven ability to enhance customer satisfaction, engagement, and retention.
Key Responsibilities:
1. Develop and execute strategic plans to maximise customer retention and renewals, ensuring a seamless and engaging customer journey.
2. Implement customer engagement strategies, including proactive outreach, onboarding, training, and ongoing support, to enhance customer satisfaction and reduce churn.
3. Lead and mentor the Customer Success and Sales Support teams to deliver exceptional service and support customer growth.
4. Identify and implement best practices to enhance the customer experience, ensuring continuous improvement in processes and service delivery.
5. Work closely with the Head of Marketing and Head of Sales to deliver exceptional customer experiences.
6. Develop data-driven strategies to anticipate customer needs, address pain points, and provide tailored solutions.
7. Monitor industry trends, customer feedback, and competitive insights to refine and enhance customer success strategies.
8. Manage the Sales Support team, responsible for streamlining sales support processes and procedures to improve efficiency and effectiveness, ensuring a seamless experience for our sales team and customers.
9. Oversee the CPD booking process and feedback gathering, including Twinkl Phonics Training.
Experience & Requirements:
1. Proven experience in Customer Success, Account Management, or Sales ideally within the education or digital subscription sector.
2. Strong leadership and coaching skills, with the ability to build and develop high-performing teams.
3. Excellent analytical skills with the ability to interpret customer data and drive strategy based on insights.
4. Demonstrated ability to improve retention and renewals through effective customer engagement strategies.
5. Strong communication and collaboration skills, with a customer-first mindset.
6. Passion for education and a deep understanding of the needs of schools and MATs.
This is a fantastic opportunity for a dynamic leader to shape and elevate the B2B customer experience, driving long-term success for Schools, MATs, and all our other B2B customers. If you’re passionate about education and customer success, we’d love to hear from you!
In return for everything you can bring, we can offer you an exciting role in a fast-growing and dynamic business, with plenty of career opportunities.
Benefits:
1. A friendly, welcoming and supportive culture. We believe work should be fun and always put people before the process.
2. Diversity, inclusion and belonging - our Employee Network Program includes working groups for LGBTQ+, People of Colour, Disabilities (visible and invisible), Women in Tech and Working Parents.
3. From day 1 - Westfield Health, 33 annual leave days per year (pro-rata) inclusive bank holidays, a 'Me' day each year, a charity day each year and Twinkl subscriptions.
4. Quarterly company awards programme.
5. Seasonal events.
6. Cervical and Prostate screening.
7. Company sick pay after 3 months of service.
8. After probation - cycle-to-work scheme.
9. Long-term service reward - Life insurance, enhanced pension contribution, enhanced maternity pay, enhanced adoption pay and enhanced paternity pay, long service award, long service annual leave.
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