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ENTERPRISE CUSTOMER SUCCESS MANAGER (HIGHER EDUCATION, UK&I)

ABOUT US

Today PebblePad, The Learning Journey Platform, helps teachers and educators from around the world combine the best of experiential learning and authentic assessment to bridge the gap between their ambition and reality that traditional learning platforms just cannot reach. Helping higher educational and learning organisations to provide a rich and meaningful student-centred experience, PebblePad is instrumental in guiding and scaffolding student learning and helping learners to prepare for, make sense of, curate and showcase their learning journey. We are also one amazing team who are there for one another and where making a difference and having fun is part of why we do what we do.  

ABOUT THE OPPORTUNITY

Our Global Customer Success Team are pivotal in the delivery of our core goal of ensuring our customers are delighted through every step of their journey with us. As one of our new Customer Success Managers you will help our customers:

  • Deliver an exceptional end user experience and thereby guide and drive adoption of PebblePad across their institution;

  • Solve even more interesting teaching and learning problems as well as operational and business challenges with their use and application of PebblePad;

  • Have a strong voice within our business, helping to shape our product and services roadmap as well as ensuring we continue to deliver a world class service experience;

  • Maximise their trust and confidence in their investment with us thereby ensuring they deliver meaningful successful outcomes for their students and their organisation; and

  • Amplify and celebrate their success stories and best practice learnings across their institution, our global customer community and more widely within the education sector.

As part of our exciting growth plans and unprecedented growth of our customer communities we are looking for highly motivated, dynamic and passionate Customer Success Managers. You are passionate about learning, learners and shaping the future of education. You have experience of leading others, and of leading projects to successful conclusions. This means that you are probably an instigator and innovator, you’re both a creative and a completer, you are people-focussed but always with an eye on the goal. Most importantly you will share our vision to change the way learning is designed, experienced and assessed. You can help us deliver this through inspiring and supporting colleagues and customers. If this sounds like you then we would love to hear from you!

WHAT YOU'LL BE DOING

  • Deliver quality service and value to our education customers throughout their lifecycle from enquiry to onboarding to expansion and ultimately to renewal

  • Become an expert in our products and services to enable our customers to meet their teaching and learning goals as well as their overall business objectives

  • Be proactive in anticipating, understanding, and communicating customer needs

  • Manage a portfolio of education customers with diverse needs and business goals

  • Coach and guide our customers to help them understand how new features work and how these can contribute to achieving their teaching and learning, as well as business, goals and objectives

  • Conduct webinars, participate in customer community events, attend and represent PebblaPad at sector and industry conferences

  • Collaborate with Sales, Product and Growth teams to communicate customer needs to ensure success
  • Work hand in hand with Business Development and Learning Services to identify growth opportunities, promote our services suite and drive expansion

  • Conduct and lead regular health checks and business reviews with each customer
  • Be instrumental in managing and championing all customer pilots and proof of concepts together with Business Development and Learning Services

ABOUT YOU

  • 5+ years’ experience in customer success, sales or another customer facing role. Experience in Higher Education is preferable.

  • You will be passionate about learning, learners and shaping the future of education.

  • A healthy interest in and knowledge of education technology and its applications (PebblePad experience a bonus!)
  • You are proactive and possess the ability to self-direct as circumstances change and priorities shift without micromanagement.

  • You are inquisitive; asking “why” is second nature to you.
  • You have excellent communication skills (written and oral) and are fluent in English both written and oral.

  • You are empathetic and a good listener.
  • You can problem solve and find solutions for customers, but equally are not afraid to say no.

  • You have proven success in working with cross-functional teams.

  • You are able to ruthlessly manage your time and are detail orientated but can step outside of the box and deliver creative solutions when needed.
  • You have a pragmatic, first-principles attitude and are excited by challenges and a mission.

  • You have a healthy obsession with customer satisfaction and the customer experience, and a willingness to be its internal advocate.

The salary offered will be dependent on skills and experience and includes a generous benefits package. The role is full time and may be located at our Telford office or remote. As we work across different international time zones this role has to support working flexible hours where needed to support our clients. We believe in inclusion and diversity and are an equal opportunities employer.

INTERESTED? WHAT NEXT?

It's simple. Complete the form below and attach your CV (max 2 pages) together with a short cover letter extolling your virtues and explaining why you are absolutely, certainly, unquestionably, the person for this job. Please note, due to various employment restrictions we are unable to accept applications from non-EU citizens. We also regret to inform you that we cannot sponsor work visas at this time.