Cognassist
Customer Success Manager
Hebburn
Posted about 23 hours ago
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Responsibilities
- Build solid and profitable relationships with your clients and their employees through world-class customer service, relationship building, client entertainment, and networking.
- Use a range of data reporting tools to analyze performance and spot trends, risks, and opportunities and report to colleagues on any high-risk clients.
- Develop trusted advisor relationships with key accounts, customer stakeholders, and senior management teams internally and externally.
- Champion the benefits of cognitive profiling and learning support strategies throughout the client business and internally with support from your colleagues.
- Manage our Customer Service inbox and distribute to colleagues accordingly.
- Generate interest from clients for incremental sales from existing and other company products and services.
- Produce winning proposals and presentations for CSM’s to deliver.
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
- Support on the acquisition of case studies and testimonial feedback including video media/filming, surveys, and face-to-face interviews.
- Assist with challenging client requests or issue escalations as needed.
- Work closely with the software development team to scope priorities based on client demand.
- Act as the eyes and ears of the business spotting risks and opportunities through probing conversations.
- With training and guidance from the team, you will be responsible for communicating all changes/updates and reports to our smaller client base through email.
- Producing Digital quarterly business review for our smaller client base.
- Assisting our support team during annual leave and busy periods, processing support queries that come through and resolving them as quickly as possible.
- Leverage AI Tools: Proactively use artificial intelligence tools to support performance, problem-solving, and decision-making within your role, while maintaining data privacy and ethical standards.
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Required Skills & Experience
- Experience of the Education and EdTech sector preferable but not mandatory, with passion about the education industry and the role of cognition in delivering learner achievement.
- Demonstrable communication and relationship development skills via video and teleconference or face-to-face and the ability to communicate, present, and influence key stakeholders at all levels of an organization with support from your colleagues.
- Organised, hardworking, and willing to build your career through success with clients.
- A quick learner and the ability to work and think clearly when under pressure.
- Proven work experience in administration or account management.
- Some experience with CRM software (e.g., Salesforce) and MS Office (particularly MS Excel).
- Experience delivering client-focused solutions to customer needs and challenging customers where necessary.
- Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail.
- Excellent listening, negotiation, and presentation abilities.
- Leverage AI Tools: Proactively use artificial intelligence tools to support performance, problem-solving, and decision-making within your role, while maintaining data privacy and ethical standards.
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Key Competencies
- Strong verbal and written communication skills.
- Customer-focused, curious, and hungry for results.
- Excellent interpersonal skills.
- The ability to multi-task.
Qualifications
- Qualification in Customer Service/Client Relations or in a related field from a recognized institution.
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Skills
Customer Service
Relationship Building
Data Analysis
Account Management
CRM
Salesforce
Microsoft Excel
Presentation Skills
Negotiation
Stakeholder Management
Artificial Intelligence Tools
Problem Solving
Communication
Project Management
Administration
Location