Customer Success Manager - Ezra

Delivery London, United Kingdom
Contract Type: Permanent Contract


Description

Customer Success Manager - 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.

 

 

The Role

To aid our rapidly expanding growth, we are looking for a pro-active, energizing Account Manager to support client management efforts, from supporting efforts to close prospective clients to onboarding clients and managing existing accounts. This is an exciting role with significant stretch opportunity, with the individual expected to play a critical role in Ezra’s current and future growth.

 

Reporting Relationships:

        Global Operations Director - Ezra

 

Location:

        London – Temporary remote working due to Covid-19

 

Major Responsibilities

        Provide effective and proactive first-level service to the Ezra prospective and existing accounts, supporting the 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

CSM Key Actives

Sales and Operational Support

        Manage information flow between sales and delivery (bridge from sales to delivery)

        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 onboard the relevant coaches based on the client’s objectives and needs

        Host regular coach and participant training sessions in the lead up to a new program launching and post go live to extract themes and insights

        Daily use of Ezra project management tool to ensure the timely implementation of new programs

        Maximize adoption and engagement of all Ezra participants

        Provide daily support to the Ezra Team as needed

        Help Ezra evolve existing and new processes that will enhance the client and participant experience

        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 (e.g., proposals, presentations, Annual and Quarterly Reviews)

        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

        Utilize key metrics to identify ways to recognize and capitalize on opportunities within assigned accounts

        Develop, foster and maintain client relationships to ensure account retention

        Participate in all aspects of Ezra sales community (training, systems, processes)

        Proficiency in SFDC and consistency in managing and updating SFDC

 

Required Experience/Characteristics

        Experienced project manager with proven experience in a customer success role

        Willingness to work in a fast-paced start-up 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

        Knowledgeable of marketing/sales messaging principles

        Passionate about clients and participants needs

 

What We Offer

        Contract: Permanent

        Contract Type: Full Time

        Hours: 37.5

        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.