Job Description

Customer Success Manager

Department: Recruiting Solutions

Employment Type: Permanent - Full Time

Location: Wallingford or London, UK - Hybrid

About GTI Pioneering Student Futures. 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 targetconnect for employers is a tech platform to support candidates and recruiters, it covers candidate management (Application Tracking, ATS), assessment centres, nurture/CRM, keep warm and pre-skill. Designed especially for early careers and a volume of candidates, it is used by leading early careers recruiters across the UK, Ireland and beyond. Highly configurable, the platform allows recruiters to efficiently manage and automate the recruitment process as well as provide an industry-leading experience for candidates.

The Customer Success team is based across our London and Wallingford offices, and is responsible for building, maintaining and developing the platform for our clients globally. About this role As a Customer Success Manager, you will be responsible for leading and managing the platform relaunch and onboarding, building and configuring the platform to the customer’s requirements and training customers in the platform’s use.

Your goal is to deliver technical expertise and excellent customer service, supporting our clients to be successful in their hiring objectives, resulting in a high net-promoter score.

You will also support new customer sales opportunities.

Outcomes

High levels of customer satisfaction

• Immerse yourself in the platform and the market to have a full understanding of its functionality and configuration, to be able to effectively make recommendations to customers on use and capabilities.
• Understand the needs of the client, show commitment, and provide effective service.
• Apply your combined knowledge of the platform and customers to be able to make recommendations for the platform’s enhancement.
• Efficient and effective configuration of the platform to meet client requirements.
• Regular communication between project stakeholders and GTI teams.
• Manage strategic client relationships.
• Issues are clearly and accurately documented, including steps to replicate.
• Requests are tracked and customers are updated as needed.
• Support the first line support team (CDC) with additional technical knowledge and triaging tickets. You will complete deeper investigation and analysis of more complex issues, gathering further information, and clearly document your findings.
• Liaise with Product/Technical teams to follow issues through to resolution.

Our customers experience of an efficient onboarding/configuration and relaunch process

• Following an initial request, communicate with the customer and use your questioning skills to clearly understand and document the requirements.
• Define possible solutions and clearly document and communicate the options to the customer along with risks of impacts you have identified.
• Guide the customer to choose the best solution for them. You will make the changes within the platform and manage the testing and feedback process both internally and with the customer.
• Deliver training to end users if required.
• Project plan is created and kept up to date with all parties involved, monitoring progress and tracking changes to ensure deliverables are achieved within the required timeframe. Platform onboarding/relaunch is conducted in accordance with defined project plan.
• Requirements and expectations are fully and clearly understood, documented, and agreed with all parties.
• Customers are trained in using and administering the platform.
• Customers are supported in launching the platform with their users.

Higher adoption of new and existing platform functionality

• Create easy to follow platform documentation (e.g. written and video)
• Demonstrate functionality to customers in meetings and through demos.
• Run individual training sessions.

Discussions for new customers and extensions to existing customers are well supported

• Run demonstrations of the platform to customers and prospective customers– seeking to personalise this to the customer needs.
• Create content to support sales and marketing.
• Feedback ideas and issues to the Product team to help inform platform direction.

Person Specification

• Strong interpersonal skills. Able to collaborate with peers and other people inside and outside the business.
• Proactive and highly organised.
• Strong technical aptitude.
• A fast learner, able to pick up new technologies and processes quickly.
• A problem solver. Uses own initiative to investigate and resolve independently as well as seeking help and learning from others when needed.
• Able to convey complex technical topics with simplicity.
• A confident and professional manner with excellent written, phone and conversational skills.
• Adaptable to change.

Work Experience, Knowledge & Skills

• Bachelor’s degree in a technical related field or practical experience within a recruitment/technical project/SaaS business role (required).
• Knowledge of Early Careers recruitment (desirable).
• Experience onboarding SaaS platforms (desirable).
• Experience of documenting technical requirements and/or procedures (desirable).

Other Information

• Permanent role – 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