Customer Success Manager
Are you ready for your next career within education and deep dive into client satisfaction and project management? Get in touch today!
Location: UK, Hybrid-Office/Remote
Salary: £30,000 - £34,000 annually
Duration: Full-time
Company
Our organisation is all about the future generation and ensuring that they get the best education. We are a fast-growing EdTech start-up based in London with a completely unique proposition and a vision to help 10 million students enter formal education by 2030.
Product
We've created a hybrid human-digital assistant to connect to students through WhatsApp instead of email and phone. We connect to students during admissions for colleges and Universities to allow them to ask questions about the course they are applying for. Furthermore, we use A.I to highlight which students are dropping out.
Role
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Onboarding and Implementation:
- Guide new customers through onboarding.
- Assist in product/service implementation.
- Ensure smooth setup for new customers.
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Relationship Building:
- Develop and maintain strong customer relationships.
- Act as main point of contact for inquiries and issues.
- Regularly assess satisfaction and address concerns.
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Customer Training and Education:
- Provide training to maximise product/service value.
- Educate on new features/updates.
- Offer best practices for effective product use.
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Account Management:
- Monitor usage patterns and issues.
- Identify upselling/cross-selling opportunities.
- Renew contracts and ensure retention.
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Customer Support and Issue Resolution:
- Respond promptly to inquiries and support tickets.
- Collaborate with support for technical issues.
- Advocate for customer needs internally.
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Customer Feedback and Advocacy:
- Gather feedback to understand needs.
- Advocate for customers within the organization.
- Liaise between customers and product teams.
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Performance Tracking and Reporting:
- Monitor key metrics (satisfaction, churn, usage).
- Prepare regular reports on customer health.
- Utilize data to identify improvement opportunities.
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Cross-Functional Collaboration:
- Collaborate with sales, marketing, product teams.
- Share customer insights for product improvements.
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Customer Success Planning:
- Develop tailored success plans for customers.
- Set clear milestones and success criteria.
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Customer Advocacy and References:
- Identify satisfied customers for testimonials.
- Cultivate relationships with customer advocates
- Because of the fast-paced nature of the industry, the role usually comes with great benefits. Some of our benefits include:
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Onboarding and Implementation:
- Good base salary with potential bonus
- Regular company socials
- 2 x Well-being days a year
Requirements:
To succeed, you’ll need:
- Top Tier Education (Preferred / not mandatory)
- Excellent communication skills
- Strong organisation skills
- Ability to work well under pressure and to tight deadlines
- Fluent in both spoken and written business English
- Professional appearance and approach in person, email and phone
- Hardworking, self-motivated and confident
- Department
- Growth
- Locations
- London
- Remote status
- Hybrid Remote
London
Our Perks & Benefits
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🏄🏻♀️ 25 days paid vacation
We value that you get more time with your family and friends. Therefore we offer everybody 25 days paid vacation.
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🕐 Flexible working hours
We value work-life balance highly, therefore we offer flexible working hours.
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🧘 Yoga and meditation at work
Every week we do yoga at work. We want to make sure our colleagues have the energy to do their work properly.
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Regular social & team events 🕺
Once a quarter we celebrate our successes as a team.
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Additional Pension Contributions ✈️
We offer above minimum pension contributions for all employees
View from a new employee
Hey there! Kristian from Purlos checking in . I hopped on the Purlos train as an Account Manager in November 2022, and let me tell you – it's been a wild ride! This company's got my back like no other. They keep their promises, from the epic quarterly socials to the equal opportunities and endless room for career growth. I've discovered a tribe of amazing, passionate people, including senior leaders who genuinely invest in us as individuals, propelling the entire company forward. We all bring our strengths to the table, united by a common vision.
Dream Big: Unleashing the Power of Education for All
Imagine a world where every learner can access the education they need without barriers, reaching their full potential. That's our dream, and it's what drives us. Our mission is to empower institutions and learners with innovative solutions that promote 100% inclusion, breaking down walls and building bridges to success.
Join the Movement: Transforming Lives, One Learner at a Time
Ready to make a difference? Jump on board and be a part of our mission to transform lives through the power of education. At Purlos, we're not just a team; we're a family. And we're on a journey to change the world, one learner at a time.
Evidence of how amazing we are!
One shining example of our vision in action comes from Ben Davis of Hugh Baird College, who said:
"I would rate the onboarding 10/10. When I needed support someone was in contact with me straight away. At our first enrolment event we enrolled 83% more people for the same event pre-pandemic. It’s about getting hold of the people we can’t normally get hold of."
We were able to empower Hugh Baird College by giving them direct access to learners via WhatsApp when their alternative methods failed to engage a large number of students. They experienced the true value of our company through our speedy responses and direct support, as well as helping them reach their goal through one campaign alone, increasing their enrolment by over 80%.
It does not stop there! My fellow colleagues, past and present, are always raving about the Purlos experience. For example my colleague Julia stated:
"Being part of Purlos has been a fantastic start to my sales career. I received ample learning opportunities, personalized coaching, and support from an inspiring team. My ideas were always welcomed and implemented, making me feel valued.
Purlos also offers a flexible environment and prioritizes career development. I was promoted after just eight months here!"
Julia’s journey showcases our commitment to nurturing a thriving work environment. We are proud to have her and many others in the Purlos family, contributing to the success of our clients and the company.
Closing: Embrace the Purlos Experience and Ignite Your Potential
Are you up for the challenge? Take the leap and join the Purlos family today. It's more than just a job; it's an opportunity to grow, thrive, and make a lasting impact in the world of education. Together, let's break down barriers, foster inclusion, and inspire a new generation of learners to achieve their dreams. Your journey starts here – ignite your potential and become a part of the Purlos revolution!
About Purlos
Purlos is an EdTech software company. We work with Further Education Colleges & Universities to help them grow both their revenue and enrolment by converting and retaining more students during the admissions process. Founded in 2019, Purlos has since gone on to become one of the fastest growing and most innovative software providers in the country. We have strong values which are all centred around students and people who are disadvantaged. We already work with over 100,000 prospective students every year and our aim is to help 10 million students complete their education by 2025.
Customer Success Manager
Are you ready for your next career within education and deep dive into client satisfaction and project management? Get in touch today!
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