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About the role:

As a driven and customer focused leader you’ll be responsible for delivering exceptional levels of service to our customers, with a particular focus on our business-to-business customer base. You’ll own the end-to-end customer experience of our self-serve customers (the fastest growing arm of our business) ; understanding their needs and expectations to ensure high levels of satisfaction. As an individual contributor you’ll also support department wide initiatives and projects, manage KPIs and SLAs and provide leadership to the wider team.

Responsibilities:

• Manage the end-to-end customer lifecycle from onboarding to renewal for our 3k+ self serve accounts
• Speak to some the highest potential accounts at key points of the lifecycle to increase adoption and engagement for thousands of learners to help with upskilling programs
• Deliver high levels of satisfaction whilst reducing effort and improving response times to support account subscription renewal success 
• Partner closely with stakeholders across the business to ensure the needs of self-serve customers are considered in relevant planning
• Create short and long term strategies that ensure Self-Serve customers receive world class service experiences now and into the future
• Work with product and marketing to ensure the voice of our customer is being heard and influencing our product and content roadmap
• Analyze and utilize data to understand customer pain points, performing root cause analysis to improve key support metrics
• Help manage KPIs and SLAs and ensure an efficient service operation for all customer types
• Respond to escalated customer service contacts and perform out-reach to dissatisfied customers
• Deputize for the Director of Customer Support as and when needed

Qualifications:

• A growth and commercial mindset with a passion for customer experience
• Experience of working with a large volume of accounts at scale
• A proactive, creative approach to problem solving, collaboration and communication
• Comfort in handling complex requests and talking directly with customers
• A focus on operations, heavily data driven you are able to spot opportunities to increase efficiency and improve the overall customer experience 
• An ability to influence and negotiate with stakeholders in other teams
• A clear communicator with a data driven mindset focused on the company commercial and customer satisfaction goals