First News
graduate job
Expires2 days

Customer Success Executive

Job description

The Customer Success Executive will join the Education Marketing Team, reporting to the Head of Marketing and working alongside experts in acquisitions strategy, content-marketing, CRM and a second Customer Success Executive.

The Customer Success Executive is integral to driving new business conversions, encouraging engagement and retaining customers. The role is varied and busy, and includes nurturing leads through to conversion, and retaining customers through supporting schools on how to get the most out of our products.

  • You will be expected to build up relationships with prospects during their trial period and help guide them towards a solution based on the school’s objectives and budget.
  • The role will receive inbound queries from and make proactive contact with various teacher types across schools in the UK and around the world, via calls, email and live chat.
  • The role includes retaining customers through a solid understanding of objection handling, understanding cancellation reasons and how to offer an appealing alternative based on in-depth knowledge of our products and how schools operate.

Responsibilities

  • Manage all inbound communications from customers and prospects via phone, email, video calls, live chat and social platforms, always striving to reach a solution and provide an excellent experience.
  • Proactively nurture leads taking trials and support prospects to choose a First News Education package to suit their needs.
  • Manage your diary to run live virtual training sessions for groups of teachers and support with all incoming technical queries.
  • Identify and follow up trialists who are not engaging, with the goal to encourage interest and expand engagement across the school.
  • Make recommendations to the marketing team on product features, special offers and marketing messages to help fine-tune our offerings.
  • Report back on competitor information gathered through conversations, understand our competitors’ offerings and build this into objection handling tactics.
  • Identify and suggest new ways to drive success, such as managing key accounts, creating reports and working with CRM specialist to set up task reminders.
  • Suggest ideas for surveys to help drive customer success insights.
  • Work with the Marketing and Product Team to build digital product tours and help guides to ensure teachers are confidently onboarded independently.
  • Build our case study library by gathering customer testimonials and success stories.
  • Work in collaboration with our third party customer service/subscriptions team.
  • Represent First News Education in a professional, knowledgeable and supportive manner, ensuring the customer feels they have been well looked after.
  • Have a strong commercial awareness, going the “extra mile” to meet team sales targets and facilitate future sales.

What we offer

  • Hybrid working
  • Bike 2 work scheme
  • Auto enrolment into our workplace pension (if eligible)
  • 25 days holiday plus bank holidays
  • Fantastic work colleagues with a combined, unparalleled belief and excitement in what we do 
  • Excellent collaboration internally with a willingness to learn and adapt 
  • Honesty, transparency and respect 

What we are looking for

We’re looking for an excellent communicator with superior people skills, including confidently presenting products over phone, video, sending proposals to prospects, and building solutions on the spot.

Accepted degree subjects

Any

Additional job details

Workplace
Hybrid, or partially remote
Location
London
Salary
£24,000

Contract, dates and working times
Permanent

Full-time

How to apply

Please send CV and cover letter via Apply button.

Click Apply to start your application now. This job will be available on Prospects until 19 August 2022

Don't forget to mention Prospects to employers when you contact them.

Closing date:  19 August 2022

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