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Job description

Customer Success Manager - Efficient Operations

Key purpose of job:

You will be the link between Juniper and our customers, your focus will be ensuring that each customer gains the maximum value from our products and services. You will have a deep understanding of each customer’s key goals, working in partnership with them and our sales and support teams to maximise customer satisfaction and success. Your success will be measured through:

• the identification of opportunities to grow revenue within your accounts
• high levels of customer retention

Key responsibilities and accountabilities:

• Help customer realise value from our services through regular customer engagement.
• Source, generate and build new revenue from existing customers through upsells of existing services and cross-selling of others.
• Work with a range of stakeholders in education settings to embed Juniper’s services and software.
• By delivering success, create the conditions for both the successful renewal of our existing business with a customer and identify new opportunities to unlock the growth potential in your accounts.
• Work in close collaboration with our sales and onboarding teams to ensure all customers in your portfolio receive a smooth, effective, and successful handover experience from the sales process to the post sales function.
• Work in close collaboration with our support team to ensure each customer has a seamless, high quality customer experience.
• Work closely with the marketing team to ensure our message is school-centric.
• Develop a trusted advisor relationship with key customer stakeholders to ensure that their investment in our solutions is maximised.
• Working within our Success Framework, use your comprehensive understanding of education to provide guidance for the successful implementation and usage of our products and services.
• Have a deep understanding of your customers, identify any risk and intervene to turn them around where necessary.

Key attributes and competences:

• Ability to demonstrate excellent verbal and written communication skills
• Minimum of 1 year relevant work experience in one or more of the following: customer success management, account management, sales, project management or education.
• Ability to quickly become highly knowledgeable on Juniper’s solutions, capabilities, implementation best practices and deployment approach.
• Ability to rapidly develop an understanding of customer requirements, goals and current use of our software offerings.
• Able to navigate and advise on complex customer requests or projects involving multiple parties and systems.
• Ability to prioritise, multi-task, and perform effectively under pressure.

Job Type: Full-time

Salary: Up to £28,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Enhanced maternity leave
• Enhanced paternity leave
• Health & wellbeing programme
• Referral programme
• Sick pay
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Performance bonus

Experience:

• Customer Service: 1 year (preferred)

Work Location: Remote