Are you our new Customer Success Executive?

If you are a good communicator, customer focused, and team player, we want to hear from you.

Customer Success Executive Job Summary

This is a fantastic opportunity to play a major role in a rapidly growing Edtech company. Working closely with both founder and co-founder, you will be encouraged to enhance and grow your skills. We seek a dynamic individual with either proven customer success experience or experience as a teacher or teaching leader. 

You will be responsible for schools re-subscribing to our service, improving customer adoption and business growth through securing upsells, building lasting relationships and turning customers into product champions. 

The individual will be given ample opportunity to define and grow the Customer Success function for the newly launched Pupil Progress software, developing best practices, processes, retention and growth targets and more.

We are looking for an individual who thrives in a fast paced environment, constantly improving customer relationships, adoption and growth while seeking endless opportunities to grow professionally, this is the position for you!

For the right candidate, this is a career-defining opportunity to join us at a critical moment, with the ability to impact education nationally and internationally.

Reports to:

Head of Customer Success

In the Founders words:

This is an extremely exciting opportunity; not only is the business growing quickly,  the successful candidate will be exposed to a wide variety of different experiences, job roles and tasks that will provide a real opportunity for responsibility and project ownership in a fast progression. 

We have learned to be adaptive and agile and will rely on your growing expertise, welcoming feedback, suggestions and ideas. You will be working with highly experienced and motivated leaders in a company where no one operates as an individual -  “We all take responsibility for the success of the company”. Barnaby Grimble (Chief Product Officer)

Salary range:

The salary will range from £21,000 to £30,000, depending on experience level 

About us

Pupil Progress was started six years ago by two experienced secondary school senior leaders with a mission to transform how data is used in education. 

We have built a company with a web-based platform that supports thousands of teachers in all aspects of assessment tracking, reporting and analysis. We give teachers confidence in their data so they can make the decisions to improve their teaching strategies and unlock their students’ potential.

Responsibilities and tasks

  • Perform initial on-boarding of accounts with customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime
  • Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
  • Serve as the Pupil Progress  expert, providing guidance and addressing challenges on work/ project management and collaboration to customers
  • Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand use throughout the account
  • Develop tools, processes and best practices to ensure customers are realising the greatest possible value from our current users
  • Use usage patterns to gain insights, provide guidance and increase customer satisfaction
  • Serve as the primary interface to manage and resolve any critical situations
  • Work closely with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities
  • Provide expert customer insight to Product Management, Marketing and Sales on what innovation and continuous improvement is needed in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale
  • Exceed all performance targets, including maintaining high unit renewal rates

Candidate requirements:

What you’ll need:

We are looking for bright, self-motivated, dynamic individuals meeting the following criteria:

  • Minimum 2:1 degree in any discipline
  • Strong communicator and listener
  • Confident IT skills, with the ability and desire to learn new technological systems. SASS and EdTech experience preferred.
  • An enthusiastic, can-do attitude
  • A high standard of personal performance and responsibility
  • A problem solver with a flexible, open approach: With the shifting nature of the emerging needs of the company, we are looking for someone who is able and happy to adapt their role, demonstrating an eagerness to learn new skills to ensure we as a team can meet the needs of the business and our customer base.
  • The ability to pay attention to detail
  • Someone who shows initiative but is not afraid to ask for help
  • Some experience in a customer-facing role

 

Core Competencies:

  • Project and Account management - the ability to take responsibility and do whatever it takes to achieve project objectives; being driven, energetic and keen to test your skills.
  • Attention to detail - you take great care with tasks and respect craftsmanship for doing things correctly and complying with policies and procedures.
  • Interpersonal skills - the ability to appreciate another person’s motivational and emotional needs so that you develop effective working relationships with others both inside and outside the organisation.
  • Motivation - you are a self-starter with the drive and aspiration to make the most of any opportunities to showcase your talents. Being results-orientated, you willingly accept personal responsibility and are determined to reach a successful conclusion.
  • Self-confidence - you are optimistic and upbeat in your outlook, and you are composed and self-assured, readily expressing your ideas and opinions in a manner that inspires confidence in others
  • Analytical - you have a systematic and considered problem-solving style, and you will critically evaluate information from various sources and question the efficacy of different proposals or solutions.
  • Creative - you are curious and have lots of ideas, and you are a resourceful problem solver

 

Other information

  • Mon-Fri 9-5.30 pm, office-based in central Brighton (by the train station) 
  • Opportunity for flexible and remote working long term
  • 20 days annual leave plus bank holidays as standard

Benefits

  • Flexible and remote working opportunities long term 
  • Mentoring from a leader with education and business experience
  • Opportunity to experience a range of roles and build your skills and interest
  • Opportunity to get into the early stages of a rapidly growing company
  • Direct access to the company founders
  • Working from a central Brighton office location with access to our Central London hub offices
  • 1 additional day of leave added for every year served up to five years

Recruitment process

This role will be recruited remotely, using Zoom video conferencing to host a 2-stage interview process. A face to face interview will be required for the final stage of the hiring process. 

The hiring process may also include a task that replicates activities that will be within your core responsibilities. 

Additional Information

This role is primarily situated in our Brighton office, offering you the chance to immerse yourself in our headquarters' vibrant and collaborative atmosphere. Recognising the evolving dynamics of the modern work environment, we strongly emphasise work-life balance and flexibility. For experienced candidates, we are delighted to offer the possibility of a hybrid work option.

In addition to our Brighton location, we also maintain a branch office in London, which further facilitates our hybrid work options. We enthusiastically encourage candidates who reside in or near Brighton and London to apply. 

Proximity to these cities aligns with our flexible work arrangements and ensures effortless access to our physical offices whenever possible.

To apply

Please email your CV or profile link and a cover message to our Head of Customer Success, Alistair Feast, accounts@pupilprogress.com or submit a form to request a callback today.

Emma Weatherstone

Customer Success Team


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