Job Ref: 215809590

Date: 2022-02-14 15:31:41

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The Business:

Established in 2009 this tech start-up works with leading research organisations and academics around the world to help them identify, capture and report the impact of their work. This is achieved through training workshops, consultancy services and its unique proprietary platform which tracks the environmental impact of research projects.

The Job

You will join the company as a Customer Success Manager responsible for managing relationships with new and existing clients e.g., UK Universities and academic research organisations.

Full training is provided through an extensive induction plan allowing you to feel fully equipped working with the platform and how it helps measure the impact research has on society and the surrounding environment, and how this is connected to funding for research projects.

Job breakdown:

* Provide platform demonstrations to new prospects requesting demonstrations through the company website and Marketing Team’s work

* Help build presentations based on customer feedback e.g. from a university research department and tailor how the platform can help their specific needs

* Work with existing customers, typically on 5–10 year contracts, to ensure they are using he platform to the best of its ability

* Gather product feedback from users and send this to the Development Team using the project management tool Jira.

* On occasion visit UK university departments to understand their needs and provide further product demonstrations and suitability assessments

* Liaise with research departments and senior university management team

* Organise client workshops and webinars to re-train customers or show new updates

* Support client engagement by gathering feedback and developing engagement plans etc.

* Regularly track and analyse client usage and satisfaction

* Identify opportunities for account expansion and renewals

* Present at in-person and online conferences, webinars

* Use client feedback to modify or create new course materials and training/ e-learning resources to meet specific training needs

The company offer flexible working patterns with most team members working 2 days per week in the office and 3 days from home.

Who Fits the Bill?

* 2-3 years’ experience in Customer Success Management, Account Management, or related fields

* Comfortable presenting to clients and providing product demonstrations

* Ability to build rapport and coordinate with internal teams and clients

* Previous multi-stakeholder management experience

* Willingness to travel (almost exclusively to UK Universities) to build client relationships

* Highly organised and excellent time management skills

* Competitive nature

* Proactive and independent flexible working required

* Enthusiastic to engage with new technology platforms

* A driving licence

Bonus Points For:

* Experience or knowledge of university &/or research departments

* Experience holding webinars or workshops

* Fluency in a European language in particular, German, French, Spanish, Dutch

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