Junior Customer Success Manager, Cognassist
Salary not provided
+ EMI company share scheme
Excel
Salesforce
Junior and Mid level
Remote in UK
Neurodiversity support
Job no longer available
Neurodiversity support
21-100 employees
B2BEducationSocial Impact
Job no longer available
Salary not provided
+ EMI company share scheme
Excel
Salesforce
Junior and Mid level
Remote in UK
21-100 employees
B2BEducationSocial Impact
Company mission
To make sure no learner is left behind.
Role
Who you are
- We’re looking for someone keen to take their next step in their commercial career, and to help build a world-class business development & customer success team in the UK and globally, delivering a solution that really makes a difference to people’s lives
- Additional skills include the ability to develop a compelling business case to create upsell and cross sell opportunities, to influence the organisation to prioritise and resource strategic opportunities and the ability to negotiate renewals with the support of the Customer Success Managers within the team
- Experience of the Education and EdTech sector preferable but not mandatory, with passion about the education industry and the role of cognition in deliver learner achievement
- Demonstrable communication and relationship development skills via video and teleconference or face to face and the ability to communicate, present and influence key stakeholders at all levels of an organisation with support from your colleagues
- Organised, hardworking and willing to build your career through success with clients
- A quick learner and the ability to work and think clearly when under pressure
- Proven work experience in administration or account management
- Some experience with CRM software (e.g. Salesforce) and MS Office (particularly MS Excel)
- Experience delivering client-focused solutions to customer needs and challenging customers where necessary
- Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail
- Excellent listening, negotiation, and presentation abilities
- Strong verbal and written communication skills
- Customer focused, curious, and hungry for results
- Excellent interpersonal skills
- The ability to multi-task
- Qualification in Customer Service/Client Relations or in a related field from a recognised institution
What the job involves
- Cognassist is looking for a Junior Customer Success Manager (CSM) to join our team
- This is a remote role to support clients across the country
- Reporting to management, this individual will work with smaller providers in the Apprenticeship and Further Education sectors, delivering superb service and growing revenue, delivering on the dual goal of improving learner outcomes and growing Cognassist’s business
- The successful candidate will work to ensure that client needs are understood and satisfied
- They will collate and report information, ensure company offerings meet the individual needs of clients, and build and manage client relationships across our small provider base
- Build solid and profitable relationships with your clients and their employees through world class customer service, relationship building, client entertainment and networking
- Use a range of data reporting tools to analyse performance and spot trends, risks and opportunities and report to colleagues on any high-risk clients
- Develop trusted advisor relationships with key accounts, customer stakeholders and senior management teams internally & externally
- Champion the benefits of cognitive profiling and learning support strategies throughout the client business and internally with support from your colleagues
- Manage our Customer Service inbox and distribute to colleagues accordingly
- Generate interest from clients for incremental sales from existing and other company products and services
- Produce winning proposals and presentations for CSM’s to deliver
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
- Support on the acquisition of case-studies and testimonial feedback including video media/filming, surveys, and face to face interviews
- Assist with challenging client requests or issue escalations as needed
- Work closely with the software development team to scope priorities based on client demand
- Act as the eyes and ears of the business spotting risks and opportunities through probing conversations
- With training and guidance from the team you will be responsible for communicating all changes/updates and reports to our smaller client base through email
- Producing Digital quarterly business review for our smaller client base
- Assisting our support team during annual leave and busy periods, processing support queries that come through and resolving them as quickly as possible
Our take
1 in 7 people in the UK are neurodiverse, and yet our educational institutions and (particularly) our workplaces are lagging when it comes to creating an environment which gets the best learning and work out of everyone. That’s where Cognassist comes in.
It’s 30 minute cognitive assessment is award-winning, and provides a personalised cognitive profile rather than a blanket definition. Using this, it provides training and expert led content to employers and educators.
It’s a young company, but is already partnered with over 150 UK Institutions, including high street chains like Holland & Barrett, as well as universities like London South Bank. It assessed over 160,000 individuals in its first few years and investment from Gresham House Ventures in 2023 will see it begin to penetrate the enterprise market as well as the educational.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (1 round)
Apr 2023
$5.1m
GROWTH EQUITY VC
Total funding: $5.1m
Company benefits
- EMI company share scheme, meaning you would own a percentage of shares, turning into significant monetary value in time
- Westfield Health Care plan
- Fully flexible working
- AIG Life insurance
- Excellent discounts/wider wallet
- 5% matched contribution pension scheme
- 25 days holiday + bank holidays (33 days)
- Paid wellbeing days, volunteer days, and study days
- Quarterly values awards
- Staff parties and events
- Modern homeworking tech kit
- Enhanced maternity & paternity pay
- Fully remote/homeworking
Company values
- People first: We prioritise people: employees, customers, learners. We understand the importance of putting people first and we believe in open and honest collaboration. With every decision, no matter how big or small, we keep the end user in mind
- Impactful Equality: We believe everyone matters. We are a good company that does good. Understanding and celebrating diversity is a vital part of Cognassist and we take pride in flying the flag for Neurodiversity
- Excellence: We foster personal and professional growth and always aim for excellence. We continually raise the bar in our operational practices. We aim to be better today than we were yesterday and better tomorrow than we were today
- Pioneering: We push for boundless creativity, enabling us to blaze the trail and not just follow it. We are outrageously curious, bold and not afraid to take risks. We value open mindedness, dynamism and the ability to think differently
- Evidence-based: We follow the science. Feedback loops and scientific evidence drive our decision making and the priority is always to achieve positive change for our partners
Articles
Leadership
Chris Quickfall
(CEO)Former CEO of Invate, e-Quality Learning and Learning Labs UK, as well as working as Treasurer of the British Assistive Technology Association.
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