Skills

Risk Management Zendesk Training

Job Specifications

Location: Leeds, Hybrid

Salary: up to £35,000 + bonus

About us

At Arbor, we're on a mission to transform the way schools work for the better.

We believe in a future of work in schools where being challenged doesn't mean being burnt out and overworked. Where data guides progress without overwhelming staff. And where everyone working in a school is reminded why they got into education every day.

Our MIS and school management tools are already making a difference in over 7,000 schools and trusts. Giving time and power back to staff, turning data into clear, actionable insights, and supporting happier working days.

At the heart of our brand is a recognition that the challenges schools face today aren't just about efficiency, outputs and productivity - but about creating happier working lives for the people who drive education everyday: the staff. We want to make schools more joyful places to work, as well as learn.

About the role

We are looking for a customer focused and collaborative Customer Success Manager to join our Customer Success team and help us to support schools and help our customers realise outcomes, at scale. The remit and focus of the role is to guide and advise customers on the art of the possible in Arbor as well as ensure that customers see return on their investment. It's a broad and exciting role, so we're looking for someone up for a challenge - if you're an enthusiastic and communicative person, this is the role for you.

Requirements

Core responsibilities

Work with the majority of our customer base, at scale, to define outcomes: The CSM will use their system knowledge, understanding of our customers and understanding of the principles of Customer Success to work alongside colleagues in the Customer Team and our customers to define outcomes
These outcomes will be measured against the customer's journey to show success on the system, and beyond
Enabling customers to achieve agreed outcomes - leading to increased customer satisfaction: The CSM will work with customers, sometimes 1:1 and sometimes at scale, to ensure that they are using the product effectively and getting as much value from it as possible
Data will be used to work proactively to help customers to get the most out of the system
The CSMs will carry out health checks on customers, particularly ahead of contract renewal discussions, but also as an ongoing exercise to ensure health is maintained and any issues are identified and worked on proactively
Review meetings will be prepared for and any materials presented effectively with customers
Review meetings will be carried out once per Term for MATs in their first year on Arbor and then annually thereafter
Management of a named list of accounts
The CSM with have responsibility and accountability of the overall health and success of a named list of MATs and Secondary Schools
The CSM will be expected to work strategically and utilise both data and their system strengths to hit targets for their list of accounts
Management of Digital Journeys - The CSM will design digital customer success journeys and programmes and manage these with adjustments being made where appropriate for large groups of customers
These journeys will be for a particular segment of customers, determined by health data
The impact and success of these digital journeys will be measured against the KPIs above
The CSM should action amendments where needed, based on data displaying the impact and effectiveness of these journeys (against the KPIs)
Risk management: The CSM will be responsible for managing risks by following a risk management process
They will work closely with relevant Partnership Managers (who will manage commercial risks) and other internal stakeholders to manage and resolve risks as the risk owner
System and services knowledge: The CSM will bring an understanding of Arbor's products and services, which will enable them to provide guidance and advice to customers.
There may be need to work with customers on configuring or adjusting system configurations
Advising on data services
Advising on relevant training and Professional Services that would be of benefit
The CSM must be committed to continued learning and deepening their understanding of the Product and the Services on offer
Identifying opportunities for upsell: The CSM will identify opportunities to upsell or cross-sell customers additional products or services by gaining an understanding of customer's needs and how they are using the product.
Leads will be shared with Partnership Management colleagues
These leads should be well qualified and should therefore regularly convert to closed won opportunities

About you

Strong School and MAT MIS system knowledge would be preferred
Confidence to work with, challenge and guide senior leaders both internally and within our customer base
Experience in a SaaS business in a customer success focused, customer facing role
Experience with Gainsight and Zendesk would be highly beneficial
Ability

About the Company

With Arbor, over 7,000 schools and trusts reclaim hours every week, see the data that matters clearly, and support their staff with the tools, time and insight to work at their best. Know more