Customer Success Manager



United Kingdom · London, UK
Posted on Thursday, May 9, 2024

Company Description

Enroly is leading the change in international student recruitment with our AI-driven platform, recognised for its significant impact on university recruitment, admissions, and compliance processes. Our approach is about maintaining sustainability (we’re profitable) and momentum and accelerating it as we aim to set new standards in the industry.

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:
  • Client Onboarding: Offer an amazing onboarding experience for new clients
  • 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
  • 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.
  • Revenue Generating: Show a keen understanding of customers’ structure, operations and pain points to help inform the approach to upselling products and services.
  • CRM Management: Use of CRM to monitor client usage and Services performance with a proactive approach to client engagement. Maintain accurate and up-to-date records in the company’s CRM system, ensuring all sales activities, customer communications, and opportunity data are timely recorded
  • 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 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:
  • Strong understanding of the international student recruitment landscape, including the roles of universities, agents, students, and third-party service providers
  • An interest or experience of working in tech and or SaaS Software is a bonus
  • 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
  • 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

Working Environment: As a hybrid workforce with a primary presence in the UK, you will have the flexibility to work from home, with regular team meet-ups and in-person visits to clients.