Customer Success Manager

Enroly

Enroly

Administration
London, UK
Posted on Wednesday, November 15, 2023

Position Overview:

The CSM role is crucial within Enroly, responsible for championing the success of our university clients. This individual will manage a range of customer accounts cultivating strong relationships, driving product adoption, and fostering revenue growth.

Key Responsibilities: 

  1. Client Onboarding: Offer an amazing onboarding experience for new clients
  2. Customer Management: Build trust with clients and develop strong relationships. Provide existing customers with a voice, support, guidance and knowledge to use Enroly products and services in order to meet their business objectives
  3. Training & Support: Guarantee users feel cared for and assisted through ongoing training and support on our software, addressing clients questions and issues through our ticketing system, alongside Solutions and Product colleagues. 
  4. Revenue Generating: Show a keen understanding of customers' structure, operations and pain points to help inform approach to upselling products and services.
  5. CRM Management: Use of CRM to monitor client usage and Services performance with a proactive approach to client engagement.
  6. Client Feedback: Play a pivotal role in collecting and interpreting client feedback. Collaborate closely with the Solutions and Product teams to refine offerings and address client needs.

About you:

  • You like working in a fast-moving environment using the latest technologies to build products that help people.
  • You are excited by the concept of a startup where oftentimes you are contributing to the development and optimisation of our people, process and systems. 
  • You love the idea of using your knowledge in international education in a completely new role. 
  • You have always wondered if there was a better way of working and questioned why things are done the way they are.
  • You are an accomplished problem-solver.
  • You want to get hands on dealing with clients and have an eye for detail.
  • You are a people person and adept at building relationships with people at all levels of an organisation. 
  • You are a good listener. 
  • You love working as part of a team. 

Essential Experience:

  • Recent experience of operating in a client-facing role and developing relationships across a matrixed organisation 
  • Skilled in using data for informed decision-making
  • Experience using CRM systems and technology tools to aid processes
  • Strong understanding of the international student recruitment landscape, including the roles of universities, agents, students, and third-party service providers  
  • A proven track record in implementing process change and efficiency 
  • Bachelor or Masters degree level education 

Mandatory Requirements

  • Based in the UK
  • Right to work in the UK

How to apply

Please apply by filling in the application form, including a CV and cover letter: