Trial & Implementation Coordinator - Ezra
Who we are:
Ezra delivers the highest quality professional coaching to employees using industry leading app-based technology. We redesigned coaching for the digital age with world class technology enabling quality coaching sessions, seamless user journey and regular reporting like never before.
An exciting start up sitting within LHH’s suite of talent development solutions, in just over a year, we have grown to become the fastest growing virtual coaching solution globally, supporting many of the world's leading companies with high impact, 1:1 personalised coaching.
At Ezra we use innovative technology to achieve the greatest user experience, but the heart of the service is the quality and diversity of our 2000+ global coaching pool.
Now, everyone can be better with a coach.
Role Title: Trial & Implementation Co-Ordinator, Ezra
To aid our rapidly expanding growth and support our growing trial and implementation team, we are looking for an enthusiastic and highly organized Trial Services Co-Ordinator, who will provide exceptional levels of customer service to prospective customers who are experiencing Ezra for the first time. This very varied role is pivotal to the Ezra sales process and will support in the conversion of potential sales opportunities, as customers move through their demo experience into a paid Ezra program.
Trial & Implementation Manager, Ezra
London – Temporary remote working due to Covid-19
Provide effective and proactive first-level service to the Ezra prospective and existing accounts, supporting the onboarding of new customers, overall retention and expansion of account relationships
Project manage the client onboarding set-up, from close to launch date collaborating with key functions that play a role in the implementation process
Effectively support sales, product, operational delivery and finance functions
Oversee all reporting requirements at account level during the Ezra Program
Key day to day relationship contact for our client stakeholders
On the ground support for locally based Trial & Implementation Lead
Sales and Operational Support
Work with our sales colleagues to ensure alignment of new program launches and Ezra trials
Support the Trial & Implementation global team as needed
Develop a complete understanding of the contract and project requirements to ensure ease of implementation.
Coordination and attendance at client onboarding meetings to define key milestones and communications
Work in partnership with our Coaching Solutions team to select and brief our coaches and where required facilitate virtual briefings pre delivery
Maximize adoption and engagement of all Ezra participants
Execute production and delivery of client reporting needs, utilizing Ezra’s Reporting Capabilities
Assist in the development of client-facing materials and collateral as appropriate
Stay well-versed in and be able to explain and articulate Ezra’s Product and Platform capabilities
Account Retention & Expansion
Proactively plan and prepare for client reviews, compiling account reporting including PPT presentation and data analysis to provide data insights and trends
Develop, foster and maintain client relationships to ensure account retention
Support in the handover of accounts to the local CSM function as customer accounts pass the value threshold, acting as a subject matter expert on the account providing a seamless experience
Participate in all aspects of Ezra CSM community (training, systems, processes)
Proficiency in Ezra systems and updating internal shared documents
Liaison with Trial & Implementation Lead monthly to ensure customers do not have outstanding balances past account terms and programs are accurately forecasted
Preparation of Ezra delivery reports to support validation of coach invoices globally
Experienced project manager with proven experience in a customer success role
Willingness to work in a fast-paced startup environment and comfort around operating with an element of ambiguity
Critical thinking skills: ability to problem solve independently and quickly
Confident, accurate and clear communicator
Self-starter able to operate in a high pressure, deadline driven, virtual environment
Ability to influence others without direct authority and, at times, challenge the status quo
Proficiency in MS Office Suite
Confident and proficient using finance and invoice systems
Passionate about clients and participants needs
What We Offer
Contract Type: Full Time
Schedule: 9am-5:30pm, Monday-Friday
Salary: Depending on Experience
Must have the right to work in the UK
We are an equal opportunity employer dedicated to having a thriving, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more, and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us.