Customer Experience Operations Manager, Aptem
£47-55k
Apprenticeship & traineeship management system
Be an early applicant
Apprenticeship & traineeship management system
101-200 employees
Be an early applicant
£47-55k
101-200 employees
Company mission
Aptem's mission is to create innovations that unleash new levels of efficiency, productivity and personal growth.
Role
Who you are
- Proven background within a related role, ideally within the SaaS or EdTech sectors, with a strong focus on improving processes and CRM management
- A naturally curious mind that doesn't take things at face value, with an ability to push back or dig deeper as appropriate
- Project Management: An experienced project manager, preferably holding project management certification
- Strong negotiation and influencing skills, with the ability to interact and manage stakeholders at all levels
- CRM System Knowledge: Strong technical knowledge of CRM systems, with demonstrable experience in their administration and/or configuration. Experience with Planhat and/or Zendesk is preferable
- Change Management: Ability to successfully roll out changes in tools and processes, ideally in a remote working environment
- Analytical abilities: Excellent analytical skills, with a focus on data-driven decision making. Able to identify patterns in data and translate these into actionable insights
- Customer-centric mindset
- Excellent written and verbal communication skills; an ability to clearly articulate complex ideas
- Excellent problem solving skills
- Highly organised; able to manage own workload and time, and work independently
What the job involves
- As a Customer Experience (CX) Operations Manager, you’ll play a key role in ensuring the smooth and effective operation of Aptem’s post-sales teams.
- Reporting to the VP Customer Experience, you’ll work closely with department heads across Implementation, Customer Success, and Support, as well as cross-functionally in the business, to drive continual improvement in the performance of the customer-facing teams at Aptem
- The CX Operations Manager plays a vital role in the success of Aptem’s customers and the efficiency of the teams that ensure their success
- Drive Product Adoption
- Analyse the causes of poor product adoption, and work cross-functionally to drive initiatives to improve adoption amongst Aptem’s customers
- Management of CX Technology and Toolset
- Administer and configure the tools used across CX functions to support the teams’ performance
- Identify and drive opportunities for automation within the teams’ operational workflows
- Understand and assess the capabilities of our tools, and identify opportunities to maximise their usage
- Remain informed about advancement in the technology landscape for Customer Success, Implementation, and Support to explore alternative solutions that can improve performance and/or reduce cost for the business
- Train staff on the use of the CX technology stack
- Project Management
- Acting as project manager for key strategic initiatives, ensuring their successful delivery
- Forecasting
- Improving the quality and accuracy of our forecasting, including customer churn, renewal, upsell, and growth
- Analysis and Reporting
- Develop and maintain CX team metrics, dashboards, and reports to track key performance indicators and results
- Monitor customer engagement, feedback, and product engagement data to guide improvements, making informed decisions that enhance CX teams’ operations
- Process Improvement
- Continuously evaluate and recommend improvements to processes to ensure they align with business and department objectives, supporting high performance of the customer-facing teams
- Work closely with department heads to design, document, implement and manage scalable processes and workflows to improve teams’ efficiency and effectiveness
- Documentation
- Act as controller for the CX teams’ SharePoint and Confluence spaces, ensuring that content remains accurate and discoverable
- Reporting to Stephen Topp
Our take
Aptem develops technology solutions for the vocational training, further education and employment services sectors. Its core software enables educators to deliver professional training and courses, as well as assist students with employment and apprenticeship skills.
Education providers face many pains when integrating technology, namely the cost and complication of running multiple systems to manage day-to-day operations. Aptem's all-in-one platform combines tools like virtual classrooms with onboarding and recruitment features, ensuring everything its users need is in one place.
The company has deeply ingrained industry experience and a proven track record of working with leading organisations and institutions - such as HMRC, the University of Cambridge and the NHS - a key factor in attracting some of the largest training providers in the UK. Recent funding, the company says, is testament it is "going in the right direction", with investment allowing it to further deliver on its vision.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
40% female employees
14% employee growth in 12 months
Company
Company benefits
- 25 days holiday (excl. bank holidays)
- Company pension scheme
- Private health insurance with Aviva
- Discounted gym membership
- Retail and other discounts
- Employee Assistance Programme
- Learning and development budget
- Remote work / work from home opportunities
Company values
- Expertise - We commit to build our knowledge and skills for the benefit of our business and our customers
- Impact - We are outcome-focused, collaborate effectively, and use our time wisely to maximise our impact
- Accountability - We take personal responsibility and ownership for our decisions, actions and results
- Excellence - Quality underpins everything we do; we strive for operational excellence
- Respect - We foster inclusivity and treat others with empathy and consideration
- Proactivity - We grasp hold of opportunities to improve things, even if they are not our direct responsibility
Company HQ
London, UK
Articles
Leadership
Richard Alberg
(CEO)Previously Chief Executive at Psychometric Services, Senior VP at Kenexa, Director at Spring Fine Foods Distribution, Non Executive Chairman at LaunchPad Recruits, Non Executive Director at Protocol, and Founder and Director at Corndel Ltd.
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