Participate in strategic account reviews: providing insights and recommendations to drive customer growth and retention.

Work with the Business Development team to manage every aspect of the customer journey

Providing mentorship: as Team Lead, mentor and guide your team members, helping them develop their skills and advance in their careers.

Quality Assurance: evolve a QA Framework and conduct regular QA assessments across customer communications.

Facilitate team meetings and foster collaboration: lead regular team meetings, encourage knowledge sharing, and foster an environment of open communication and transparency.

THE IDEAL CANDIDATE WILL HAVE:

Strong previous experience in a leadership role within a high volume, quality-driven customer success environment either in B2B or B2C.
Effective leadership and team management skills, focused on developing high performing team.
A customer-centric approach, with a passion for helping customers succeed.
Excellent communication and interpersonal skills.
Highly developed tech skills – preferably with a strong working knowledge of Microsoft Dynamics and Excel.
Commitment to quality assurance, operational excellence and detail orientation.
Experience of hands-on customer relationship management.
Experience of the EdTech sector and/or working with UK schools/education is desirable but not essential
Experience of working and managing teams, in a 100% remote model is desirable