Customer Success & Account Manager

About Learning with Experts

Learning with Experts is disrupting the world of online education with a unique digital classroom experience.

We provide online courses for adults in Gardening, Floristry, Photography, Antiques, Food & Drink, Wellbeing, Art and Jewellery to customers in 58 countries around the world, as well as providing services for a number of business and education customers.

Our business customers include Universities (Masters Level), Vocational livery companies (Apprenticeships), Publishers (National Newspapers), RHS (Royal Horticultural Society) and the NHS (educating doctors and patients).

We work with highly acclaimed tutors, many of whom are household names.

Learning with Experts is a small, tight-knit and collaborative team at the beginning of a period of rapid growth with lots of exciting and creative projects in the pipeline.

Job Overview

The role of Account Manager and Customer Success is a critical one. You'll ensure that our students love learning with us, and partners and tutors love working with us.

You’ll be helping new visitors to understand why we're special and you'll champion our customers, partners and tutors across the organisation.

You’ll be the main contact for our B2B partners too – helping them set up their courses and onboard students. You’ll work closely with our B to B commercial team, to ensure that we grow each client, and they have an outstanding customer experience

And you’ll be working closely with our tutors (both organisations and individuals), onboarding them, supporting them with queries, and growing the relationship between the tutors and students.

Ensuring that students have an amazing learning experience is at the heart of what we do. By answering queries efficiently, knowledgeably and quickly, you are ensuring that our customers not only have a great experience, but turn into advocates.

You will be able to communicate our brand values through every interaction with a customer, colleague or tutor.

This is a hands-on role, and you should have a passion for customer success and representing the voice of a customer within a business.

Your responsibilities will include:

• Managing our customer, partner and tutor day-to-day needs via our support platform or by phone
• Delivering inbound sales and encouraging customer retention
• Onboarding new partners and tutors
• Becoming an expert in the support platform’s capabilities to help Learning with Experts deliver great and timely customer service
• Developing student engagement within classrooms and in our wider community
• Creating course and customer focused content
• Support the design of the customer experience across all channels
• Continuously developing and improving customer success processes
• Communicating improvements to the marketing, finance, product and tech teams
• Generating reviews and referrals of Learning with Experts and our courses
• Helping with customer surveys and interaction to improve Learning with Experts
• Co-ordinating with our commercial team to ensure growth for B to B clients

About you

You’ll bring with you:

• A passion for understanding the customer and their needs, backed by strong problem-solving skills
• Excellent communication skills, both verbal and written
• Ability to influence in order to deliver excellent customer outcomes
• Commercial acumen and effective decision making
• Experience in multi-tasking, being able to navigate complex tasks & prioritise effectively
• Self-motivated, proactive, enthusiastic, flexible, able to work quickly and under pressure
• Willing to immerse yourself in the product and put yourself in the customer, partner or tutor’s shoes

Details

Location: Oxford (or flexible for the right person) with travel as required.

Hours: 3 days per week and flexible for the right person