The company
At Fora, we’re fueled by a desire to enhance the way people work. We’re here for the progressives, the forward thinkers, the status quo-challengers, the creators and the innovators. With signature hospitality, a likeminded community of members and a re-energising wellness experience, Fora takes the grind out of daily work-life, so members can focus on what’s important – working productively, healthily and happily.
Our journey began over 20 years ago, when we opened our first location on London’s City Road. Since then, our collection has grown to over 60 distinctive workspaces across London, the UK and Germany, totaling 3.2 million sq ft of real estate. And in the last two decades we’ve welcomed nearly 30,000 members through our doors and boast market-leading retention rates.
As a trusted workspace provider for teams of all sizes, from established brands to new ventures, our uniquely designed, flexible office spaces come with a range of exceptional on-site amenities and a dedicated Member Experience team to take care of all the day-to-day details. Ocado, The British Fashion Council and Pangaia are just some of the businesses who call a Fora workspace home.
Fora is part of The Office Group, backed by Blackstone and Brockton Capital. We have ambitious plans to expand our collection of workspaces in the future, pioneering industry change through our conscious design and construction practices, and creating workspaces that empower our members to work in their own unique way. .
The Role
As the Customer Success Manager reporting to the Chief Customer Officer, you will play a pivotal role in driving success for our Enterprise clients within the FORA collection. Your focus will be on cultivating strong client relationships, utilizing data insights to enhance retention, loyalty, and advocacy. Your responsibilities will span support, account management, product value maximization and more.
In this dynamic position, you will collaborate closely with various business functions, providing valuable insights that shape strategic decisions, foster innovation, and maintain a competitive edge. The ideal candidate for this role is a proactive leader well-versed in flexible real estate, adept at communication, and dedicated to a customer-centric approach.
Moreover, your duties will extend to overseeing the seamless onboarding process for Enterprise clients, ensuring a smooth and efficient experience for all new partners.
Key Responsibilities
Onboarding/customer journey:
* Be the ‘go to’ contact and manage onboarding and move in process. Working collaboratively with other FORA departments to deliver a seamless customer onboarding process.
* Working collaboratively with the Fora Enterprise team, Portfolio team, Operations team, Design team and other Fora stakeholders to drive best in class results for enterprise customer experience.
* Build strong relationships to develop, inform and partner with the enterprise customers to drive efficiencies in their workplace strategy.
* Utilise data, market knowledge and working experience to expertly advise the enterprise customers to make the best of their tenancy at FORA ensuring this aligns with their company workplace goals.
Strategic planning and execution:
* Proactively identify and target key stakeholders in each account and engage on pertinent items.
* Organise and manage operational and strategic business reviews with these clients.
* Curate thoughtful and impactful client entertainment strategies.
* Establish clear metrics and KPIs to measure the success of customer initiatives.
* Monitoring transactional activity to identify potential new Enterprise customers, adding and maintaining them in reporting documents to senior stakeholders.
* Work with Head of Enterprise Transactions to identify high growth and anchor tenant opportunities for new buildings in the FORA portfolio, through effective account management of the Enterprise customers.
Customer engagement and retention:
* Working with Head of Enterprise Transactions to retain and expand Enterprise clients across the Fora collection .
* Responsible for the development and ongoing strategies of Enterprise customers, utilising best in class account management for high profile/ high risk accounts to avoid churn rates.
* Categorising and presenting client risk on a regular basis to internal senior stakeholders.
* Where required, lead relationships with flexible and conventional agents and translate those relationships towards effective account management.
Customer advocacy and feedback:
* Manage key stakeholders across FORA business to support quick response & solution finding where required.
* Delegate and hold internal FORA departments accountable where necessary to ensure quick customer resolutions.
* Serve as the voice of the enterprise customer within the company advocating for their needs and feedback in product development and strategy.
* Strengthening the Fora community, supporting and empowering Residents to interact and learn from each other and optimise the Fora network. Understanding their unique needs and goals, connecting them to Residents whose businesses align and could support them.
Implementing improvements and measuring success:
* Analyse data to improve Resident experience.
* Optimise existing processes and actively enhance all Customer Success initiatives.
* Partner with Sales, ops and marketing to manage customer success metrics and expectations
* Develop a Resident engagement analysis (ROI report) for Enterprise clients.
Requirements
* Experience of the flexible office sector dealing with enterprise clients is essential.
* Proven track record of client facing enterprise relationship management.
* Ability to approach problems in a strategic manner to find creative solutions.
* Ability to demonstrate collaborative working skills and problem resolution skills.
* Strong communications skills.
Benefits
At The Office Group, we know that work isn’t just about working. We offer all of our employers a fantastic range of benefits, including;
* Bonus
* Flexible working hours
* 28 days annual leave
* 2 weeks work from anywhere
* Annual leave purchase scheme
* Healthshield
* LinkedIn learning
* Study support
* 5% Pension scheme
* Life Assurance
* Discounted Gym membership
* Season Ticket Loan
* Cycle to Work Scheme
* 25% Discount at The Office Group Cafes
* Summer and EOY events
* Discounted event spaces