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Customer Success Manager (Support Centres) is pivotal in ensuring that, after becoming accredited, Support Centre partners maintain relevant knowledge and skills to guarantee the success of Bromcom customers under their care. This role also acts as a critical link between Support Centres and other areas of Bromcom, including Product Management and Support. It is targeted with improving and maintaining good relationships, meeting Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) and helping foster an environment where Support Centres can grow in partnership with Bromcom.
Responsibilities
* Understand and act on the needs of Support Centres regarding on Bromcom’s full range of Management Information System (MIS) software products.
* Work to improve accreditation processes to ensure Support Centres are fully qualified to support Bromcom customers.
* Conduct regular meetings with Support Centres including (but not limited to):
* 1-2-1 support to help them effectively support Bromcom schools.
* sharing information on any new products and developments or changes, complimenting any written updates that are released via normal channels e.g. documentation, service changes, outages etc.
* support service review meetings with the Support Manager and manage actions accordingly.
* Review usage of existing schools under Support Centres to drive product utilisation, success and contract renewal.
* Assist with helpdesk tickets as required.
* Gather feedback and provide insights to the Documentation team to continuously improve self-service.
* Work with the wider Success, Community and Customer Care teams to improve effectiveness.
* Meet regularly with relevant sales teams to understand pipeline of customers, new support centre partnerships and the relevant needs.
* Travel to Bromcom customer sites as required.
Job requirements
Skills and Experience
* Required
* Secure Bromcom MIS Experience
* Excellent communication and presentation skills
* Natural interest in systems - data analysis and reporting
* Ability to learn and adapt as software changes
* Well-organised and able to thrive in a busy team
* Excellent people skills
* Desired Experience:
* Exposure to CRM system e.g. Dynamics 365
* Experience in creating training courses and testing
* Previously held roles as data manager, exams officer, technical support or training role at either a school, multi-academy trust or Support Centre.
*Bromcom is an Equal Opportunities employer