Customer Success Manager, Aptem
£40-45k
Apprenticeship & traineeship management system
Be an early applicant
Apprenticeship & traineeship management system
101-200 employees
Be an early applicant
£40-45k
101-200 employees
Company mission
To create innovations that unleash new levels of efficiency, productivity and personal growth.
Role
Who you are
- The right candidate will be outcome-focused and adept at managing their own time and priorities to work with impact
- Please note that we know the perfect candidate does not exist. Candidates are encouraged to apply even if they do not meet all the stated criteria
- Prior experience in the apprenticeship delivery space, preferably in one or more of the following areas: learner facing/internal verification/funding/quality/operations
- Experience working as a Customer Success Manager or Account Manager in a high-touch model, or extensive history in a customer facing role
- Prior experience of working in a renewals or upsell business
- A good understanding of technology, with the ability to learn and adapt quickly to new technologies and products
- Prior experience working within a regulated or complex environment, such as Financial Services, Human Resources, or Government/Public sector
- Experience working directly with customers and stakeholders at a variety of levels, up to and including C-Level
- Customer Success accreditation
- Excellent written and verbal communication skills, comfortable presenting and capable of influencing internal and external stakeholders
- An active listener, capable of getting to the root of a customer problem
- Excellent problem solving skills
- Willingness and ability to learn quickly
- Highly organised; able to manage own workload and time, and work independently
What the job involves
- Reporting To: Tim Banks
- We are looking for a proactive, customer-centric Customer Success Manager, who will be the primary contact for a portfolio of our existing customers during their post-sales journey
- The successful candidate will be responsible for maximising value realisation for customers in their portfolio, along with customer retention and growth
- Aptem is a rapidly growing remote-first start-up, so expect a dynamic and fluid environment, with all of the opportunities and challenges this entails
- The CSM role will suit a proactive person who thrives on using their initiative and is comfortable with ambiguity
- Primary post-sales contact and relationship owner for a portfolio of customers
- Accountable for achieving customer outcomes and customer advocacy
- Key role for ensuring customer retention and long-term relationship
- Ensure customers see value in new products and services, leading upsell activities
- Establish and maintain regular customer engagement
- Build and maintain relationships across customer organisations with a mix of operational and strategic stakeholders
- Drive product engagement and adoption, identifying and addressing any barriers to adoption within customer organisations, their clients, or their learners
- Facilitate training for customers throughout their journey, ensuring that new and existing users remain up to date on product functionality and are capable of maximising the value they receive from Aptem
- Work cross-functionally across the business to ensure all areas are working in support of our customers’ desired outcomes
Application process
- Application
- 1st Interview
- 2nd Interview
- 3rd Interview with Presentation
- Offer
- Hired
Salary benchmarks
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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