Customer Success Manager

Global University Systems (GUS) is focused on becoming one of the world’s most dynamic, inclusive, and diverse education organisations. GUS is an international network of higher education institutions, brought together by a shared passion for accessible, industry-relevant qualifications. GUS delivers a wide variety of programmes, including bachelor’s degree programmes, master’s degree programmes, professional training, English Language training, and corporate & executive education. When someone chooses to study at one of our institutions– whether on campus in Europe, North America, or even in their own home – they’re joining a network of 80,000 students worldwide.

Position:

The Customer Success Manager (CSM) is responsible for ensuring that customers achieve set goals and outcomes for GUS products and services and increase client engagement on GUS IBD initiatives. It typically involves several stages, including onboarding, ongoing support, and renewal.

Onboarding: The onboarding process is critical for setting the right expectations and ensuring that customers have the tools they need to succeed. During this stage, you should introduce customers to our product and service, provide training, and help them set goals.

Client Engagement, Performance Management & Ongoing support: Once customers are up and running, it's essential to provide ongoing support to ensure that they continue to succeed. This might involve proactive outreach, answering questions, providing resources, and troubleshooting issues.

Build long-term relationships that benefit both the customer and GUS.

• Own overall relationship with assigned clients, which includes managing onboarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
• Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services.
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team.
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
• Maintain existing customer success metrics and data as directed.
  
  

Developing programs and procedures to enhance customer experience, process, productivity, and performance. Liaison with stakeholders at various levels and help the team complete accurate reconciliation in a timely manner, while delivering world-class service to our business partners.

• Onboarding and training: CSMs are responsible for onboarding new customers and training them on how to use the company's products or services effectively.
• Building relationships: CSMs build strong relationships with customers and act as their primary point of contact, ensuring that they receive the support they need throughout their customer journey.
• Customer retention: CSMs are responsible for retaining customers and preventing churn by proactively identifying and addressing customer issues, and by providing excellent customer service.
• Upselling and cross-selling: CSMs identify upsell and cross-sell opportunities by understanding the customer's needs and goals and recommending additional products or services that can help them achieve their desired outcomes.
• Collaborating with internal teams: CSMs collaborate with internal teams, including sales, product development, and marketing, to ensure that the customer's needs are met and that the company is delivering value to its customers.
• Customer advocacy: CSMs act as customer advocates within the company, ensuring that the customer's voice is heard and that their needs and feedback are incorporated into the Account Management decision-making processes.
• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals. Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time. Collaborate, problem-solve, and/or strategize upcoming client meetings with team members.
• Prepare necessary documentation or visuals for the client to demonstrate the performance of campaigns; analyse trends in C-Sat/NPS scores to identify areas of improvement.
• Work with the sales and marketing team to drill customer references and develop case studies.
  
  

Requirements:

• Bachelor’s Degree
• MBA
• 3+ Years of experience in Account Management, Business Development, Relationship Management, Customer Service experience, Client Onboarding & Offboarding, Customer Success Manager, Student Recruitment /Business Development, Key Account Management
• Communication: Must have excellent communication skills to build and maintain strong relationships with customers. This includes active listening, clear and concise writing, and verbal communication.
• Empathy: Empathetic to understand the customer's needs, goals, and challenges, and to provide personalized support.
• Problem-solving: Must be a creative problem solver who can identify customer issues, find solutions, and implement them effectively.
• Analytical: Must be able to analyse customer data to identify trends and patterns, and to use this information to make data-driven decisions.
• Time-management: Ability to manage time effectively to balance the needs of multiple customers and prioritize tasks.
• Technical: A CSM must have a basic understanding of the company's products or services to provide effective support and guidance to customers.
• Sales: A CSM should have a basic understanding of sales and marketing principles to identify upsell and cross-sell opportunities and to communicate effectively with the sales team.
• Project management: A CSM must have strong project management skills to ensure that customer goals are achieved within the desired timeline and budget.
• Advanced Excel, Power BI & Salesforce.
• Additional Information
• Evening Shift: EMEA and North American Regions.
  
  

Other information:

We acknowledge receipt of your resume for a position at Global University Systems and sincerely appreciate your interest in our company.

We will screen all applicants and select candidates whose qualifications meet our requirements. We will carefully consider your application during the initial screening and will contact you if you are selected to continue for the next stage of the recruitment process. We wish you every success.

GUS is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.