Customer Success Manager (Maternity Cover)

Department:  Sales Location: Home based, UK  Hours: 37.5  per week Salary: (Depending on experience)    Role Overview We are looking for two exceptional individuals with enterprise technology Customer Success or Account Management experience to join us.
Reporting into the Commercial Director, you will play a pivotal role in retaining and growing our apprenticeships business across your portfolio of enterprise clients.
Key responsibilities: Main point of contact for our client apprenticeship teams.
Responsible for client Net Revenue Retention, NPS, and supporting growth and adoption through promotional activity.
Deliver a gold standard service for our clients supporting with resolving enquiries and requests.
Act as the central point of contact and main coordinator for our clients and our own internal teams.
Ensure the client understands and sees the value and impact of our programmes and solutions by consistently communicating successes and delivering reports and cases studies capturing progress, success and ROI.
Build and maintain collaborative account plans with customers to ensure we understand and capture their needs and objectives and consistently deliver on them.
Work closely with Account Managers and Directors to ensure a holistic approach to retaining and growing our business with each client.
Capture, structure and share intelligence and information about each account, its stakeholders and priorities with the relevant Account Manager/Director and any other relevant team members.  Ensure we are delivering on our promises to the client on impact, satisfaction and progress to build credibility, trust and confidence by working closely and collaboratively with Service Delivery as they ensure seamless delivery through proactively highlighting and addressing risks, as well as celebrating and sharing successes.
Drive lead generation through creating communication plans with clients, coordinating events and developing promotional resources.
Create and deliver Quarterly/Bi-annual Business Reviews with our clients.      Execute the Customer Success Playbook and methodologies.
Ensure clients are informed about product development, reinforcing broader communication.
Collaborate with Marketing for opportunities showcasing clients' best experience by fostering client champions' behaviour (e.g.
customer case studies, client webinars, blogs...).
Candidate Specification: Proven Expertise: Experience in an account management / customer success role in an enterprise digital / data / technology solutions environment.
Strategic Business Acumen: Strong commercial acumen with the ability to identify, uncover and extract value and ROI from conversations with customers and an ability to speak the language of the C-suite, articulating an understanding of their strategic priorities and metrics and how your solutions can/are delivering value.  Enterprise methodology preference: Proficiency in strategic enterprise sales methodologies (e.g., MEDDICC, Sandler) with a focus on identifying new opportunities and driving commercial value.  Analytical : Ability to analyse data and bring it to life through storytelling and creation of engaging presentations.
Solution-focused : Comfortable with solving problems and navigating complex situations.
Strong Customer Focus: Passionate about customer experience and delivering value whilst ensuring excellence in everything you do.
Executive Presence & Communication: Excellent communication and presentation skills, with a demonstrated ability to influence and engage senior executives in large enterprises.
Self-Driven and Goal-Oriented: Highly motivated, energetic and organised, with the discipline to work independently in a remote-first environment, including regular travel to London and across the country as required.
Passion for Growth and Innovation: A keen interest in the intersection of education, technology, and business growth, with a desire to continually learn and adapt in a rapidly evolving industry.
  Company Benefits :  Remote first company providing flexibility to work from home Pension with up to 5% matched contributions 25 days holiday + Flexi bank holidays + 1 day off on your birthday A day for volunteering Enhanced Maternity and Paternity Leave  Health & Wellbeing allowance of up to £30 per month Annual Summer and Xmas events Company socials including everything from Cambridge College formals, pub nights to team building events CPD Allowance Private medical insurance and cash plan Holiday buy back scheme (up to 10 days p/a) EAP with 24 hour confidential support line Background to the Organisation We are an education technology company that enables corporate and government organisations to achieve their business goals by educating their workforce with critical digital transformation skills to succeed in the AI era.
  We deliver unique and innovative professional education that is accelerating the digital transformation of our clients, advancing the careers of their employees, helping people get into work and closing the digital skills gap.
We are in a sector that is crucial to the economy and workforce, with a lot of opportunity for change and innovation.
We are at the cutting edge of teaching applied data and digital skills, with our unique patented learning platform EDUKATE.AI offering our clients and learners a unique learning experience.
EDUKATE.AI was developed with support from Innovate UK and provides all of our learners with 24/7 immediate feedback on their work, helping accelerate the learning process and providing a sandbox environment to experiment on real world datasets.
  Since 2016, we have supported more than 15,000 learners across four continents with nearly 550,000 pieces of code submitted for feedback on EDUKATE.AI.
We are trusted by some of the most recognisable brands in the world to educate their workforce, including Microsoft, the NHS, GSK, easyJet, the BBC and John Lewis.
Our focus on applied learning to create business impact sets us apart - individual learners have reported applying their skills at work to generate recorded value of up to £40m.  Values At the centre of the way we work together and inspire each other to achieve success are these core values: Entrepreneurial We take initiative and show entrepreneurial spirit which fuels innovation at Cambridge Spark.
This includes identifying opportunities for improvement, taking ownership for implementing solutions effectively and driving improvement by using proof of concepts to demonstrate the feasibility and value of their work.
Team Spirit Everyone is part of building an open and transparent culture, communicating effectively to raise issues, discuss improvements and share the evidence used to make decisions.
Customer-focused Our customers are at the centre of everything we do, inspiring us to create great work.
We strive to build friendly, professional and lasting relationships with them to better understand and anticipate their needs.
Gold Standard We are experts in our field and are constantly developing our technology and offering.
We set the benchmark in our industry: both in what we offer customers and in how we deliver it.
____________________________________________________________________________ Cambridge Spark is an Equal Opportunities Employer and prohibits discrimination and harassment of any kind.  Cambridge Spark is committed to the principle of equal employment opportunities for all employees and to providing employees with a work environment free of discrimination and harassment.
All employment decisions at Cambridge Spark are based on business needs, job requirements and individual qualifications, without regard to race, colour or ethnicity, ability or disability, gender or gender reassignment, sexual orientation, marital status, religion, age or any other status protected by the laws or regulations in the locations where we operate.
Cambridge Spark will not tolerate discrimination or harassment based on any of these characteristics.
Cambridge Spark encourages applicants of all ages.
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