Customer Experience Operations Manager, Aptem
£47-55k
More information about location
Apprenticeship & traineeship management system
Be an early applicant
Apprenticeship & traineeship management system
101-200 employees
Be an early applicant
£47-55k
More information about location
101-200 employees
Company mission
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 leveraging data, 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; an internal motivation to identify opportunities to improve things combined with a sense of ownership and drive to see those things through
- 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
- 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
- Demonstrated ability to design, test, and optimise AI prompts to drive efficiency and accuracy in customer-facing and internal processes
- Change Management: Ability to successfully roll out changes in tools and processes, ideally in a remote working environment
- Project Management: An experienced project manager, preferably holding project management certification
- 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, prioritise effectively, 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
- Reporting To Stephen Topp
- 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
- Create and refine AI prompts to streamline CX team workflows
- 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
- Act as project manager for key strategic initiatives, ensuring their successful delivery
- Improving the quality and accuracy of our forecasting, including customer churn, renewal, upsell, and growth
- 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
- 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
- Act as controller for the CX teams’ Sharepoint and Confluence spaces, ensuring that content remains accurate and discoverable
Application process
- Applications will be assessed by our team, with successful candidates at the initial assessment stage invited to interview in mid-September
- Application
- Once we've received your application, a member of our team will review it
- 1st interview
- If we think you'd be a good potential match, we'll schedule a first interview to learn more about your skills and experience, and give you the opportunity to ask any questions you have about the role or working at Aptem
- 2nd interview
- If you successfully get through to second interview stage, following on from your first interview we'll ask you some more in-depth questions to understand your interest in Aptem and the role, and why you feel you would be a good fit. There will be the opportunity at the end to ask any further questions you have on the role, what it's like to work here or anything else!
- Final interview
- If you successfully get through to final interview stage, following on from your second interview we'll ask you some more in-depth questions to understand your interest in Aptem and the role, and why you feel you would be a good fit. There will be the opportunity at the end to ask any further questions you have on the role, what it's like to work here or anything else!
- Offer
- We will move forward to offer stage if you are the candidate we feel would be the best fit for the role and our team. We'll issue you with an offer of employment and agree your compensation package and start date
- Hired
- The exciting bit when we can welcome you to Aptem! We'll provide you with joining instructions and your onboarding plan and can't wait to have you join us
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. 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
Company
Company HQ
London, UK
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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