StudentSafe is seeking a dedicated and proactive Customer Success Manager to join their growing team. Do you have experience working in a school environment or working closely with schools? Do you have contract management and relationship management experience? Are you passionate about providing excellent services to clients? If your answer is yes, please keep reading
We are a growing transport management and technology company, working with independent schools across the UK to improve home-to-school bus services and to help schools manage their sports and trips transport needs.
How do we improve this for schools and parents?
We improve the safeguarding of home-to-school services by providing parents with an app for their phones for parents to track the vehicle and receive real-time messages from our team, letting them know when their child has boarded and alighted. We also optimise routes to and from schools, reducing school subsidies and increasing bookings of the services.
What will the Customer Success Manager be doing?
- Act as the main point of contact for school accounts – you will be the day-to-day point of contact for the school and need to schedule regular, more in-depth meetings with your key contacts in school to review the service.
- Relationship management – get to know your school contacts. This will include Bursars, Commercial Directors and office staff. Establish a professional and friendly relationship built on trust, excellent communication and delivering great results.
- Contract management and reporting – ensure that the service we provide adheres to Service Level Agreements. Identify issues early and lead on their resolution to close issues promptly.
- Incident management and complaint handling – work across internal teams to ensure you are aware of any issues relating to your accounts. Liaise with parents and schools as necessary to resolve any challenges.
- Represent StudentSafe externally – you will be the lead contact on various school accounts and will be expected to represent StudentSafe and our transport services. Often this is done remotely but some face-to-face opportunities exist.
- Look for opportunities to make the transport services more efficient and to increase revenue opportunities – you will be expected to know the details of your schools’ accounts and put forward suggestions to further maximise growth opportunities.
- Knowledge and context – keep up to date with current affairs in the independent school landscape. Be mindful of pressure points in schools and key dates where we may be able to further support our clients.
- Take a holistic approach – learn about the roles of other teams and departments and work in a way that supports all teams and colleagues.
Experience required:
- This is a school-facing role so experience working either in schools or with schools is essential.
- Experience providing services to schools that the school outsources.
- Proficiency working on a database system, accessing data and collating information for analysis and reporting.
- Experience adhering to and reporting on Service Level Agreements and contract management.
- Experience communicating with parents and guardians with the ability to keep calm and confident when handling difficult and sometimes stressful calls.
- Experience working in a fast paced and dynamic environment.
This is a hybrid role with home and office working. The successful candidate will be expected to travel to StudentSafe’s office in Slough weekly. During the probationary period and whilst the appointed candidate is still learning the role, there may be an expectation to be in the office more frequently. The Customer Success Manager will report into the Head of Customer Success.
Please submit your CV and cover letter (maximum two pages) to [email protected]. Applications without a cover letter will not be considered.
Best of luck with your application and we look forward to hearing from you soon!
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Job Type: Full-time
Pay: £26,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
- Work from home
Schedule:
- Monday to Friday
Work Location: Hybrid remote in Slough
Use this link to download the full job description
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