Job Description

Customer Success Coordinator

Department: UK GTM: Customer Success

Employment Type: Fixed Term - Full Time

Location: London, UK - Hybrid

Description

About GTI

We aim to help students realise their potential in the world of work through technology, content, and tools. That’s not an easy thing.

We believe in understanding students and partnering with employers, universities, schools, and other technology providers.

It’s about students finding the right role and employers finding the most suitable candidates. But its more than that – it’s about helping young people discover options, develop, and build confidence.

About the Team

The Customer Success team is responsible for advising employers to help with their brand, attraction and recruitment processes as they seek to find and hire talented, diverse and motivated students. This means understanding GenZ/A, employer needs and GTI’s platform and services to be able to advise and excel in all we’re capable of.

About the role

To support our Customer Success team in their work with customers. Providing exceptional customer management and demonstrating in depth knowledge of our audience and platform to retain and expand our relationships with our customers.

Key Metrics of success

· Retention and expansion rates

· Customer satisfaction (health scores)

Outcomes

Deliver outstanding administration of customer subscriptions to ensure retention and growth of customers

• You will deliver the customer’s subscription inventory on time and to a high standard, including distribution of organisation profiles and roles across the network.
• You will support Customer Success Managers with activities that are required to support the retention of customers, including any interventions to mitigate risk.

Support efficient and collaborative internal ways of working

• You will be active within our customer CRM, ensuring all customer delivery data is up to date.
• You will input into our daily customer success scrums and process improvement sprints.
• You will identify and champion process improvements and efficiencies.
• You will provide feedback and insights to the Customer Success team and highlight opportunities for expansion or evidence of retention risk.

Person Specification

• You will have a customer first mindset.
• You will be empathetic to the customer’s needs.
• You can flex to different working styles.
• You will be accurate with data entry with an eye for detail.
• You are agile, attentive and able to manage your own time and workload effectively.
• Excellent professional and verbal and written communication skills.
• You will be incredibly organised.

Work Experience, Knowledge & Skills

• Recent administration experience
• Computer literate – MS Office, CRM systems
• Proactive, adaptable and a quick learner
• Focused, conscientious, and efficient with excellent time management skills
• Collaborate with peers and other people inside and outside the business
• Basic knowledge of student and graduate recruitment processes would be helpful

Other Information

• 9 Month Fixed Term Contract – 37.5 hours per week. Monday to Friday 9am-5:30pm.
• 3-month probationary period.

Candidates applying for roles at GTI will be subject to background screening. You can find out more about our background screening and the recruitment of ex-offenders by reading our policies.

If you would like to speak to a member of our team to find out more information about this vacancy or you have any questions, please get in touch - recruitment@groupgti.com.