Customer Success Manager- General Interest - EZRA
London, United Kingdom Apply for RoleThis mindset applies not only to our clients but is manifested in our own EZRA family. We believe a happy team is a productive team. We want our people to care about and be proud of what they do.
About the role
As EZRA continues to grow, so does our mission to be in front of more organizations worldwide! To
accomplish this, we are looking for an Enterprise Customer Success Manager reporting directly to
the regional Enterprise Customer Success Lead.
The focus of this role will be to work hand-in-hand with our Enterprise clients to oversee post launch customer success deliverables to provide a best-in-class service to EZRA's valued customers.
This is an exciting role with significant stretch opportunities, with the individual expected to play a
critical role in EZRA's current and future growth.
What You'll Do
Delivery life-cycle client management
• Proactively manage a portfolio of Enterprise clients for the full delivery lifecycle – from postsale to program completion and non-program related workstreams
• Key point of contact for all program and delivery related questions for program sponsors
across client organizations
• Develop and build strong relationships with key client stakeholders
• Bring together internal EZRA stakeholders to support on client needs, such as Solutions Leads,
Coaching Services, Tech and Product, Finance etc.
• Be the voice of the customer and provide feedback to internal teams to improve EZRA's
product and delivery
Program Implementation & Launch
• Project manage the client implementation process, from the internal alignment call to
understand program scope, to program launch
• Coordinate to brief and include Solutions Leads, Coaching Services, Tech Ops teams in the
implementation process as needed
• Working closely with EZRA’s Operational Business Partner team to project manage the set-up
of our more complex elements such as EZRA’s Launchpad, Credit Card payments, integrations
and localised solutions
• Facilitate client discussions to reach program design and go live decisions, working with
Solutions Leads, where applicable
• Consult on best practice and communication strategies to drive high adoption and
engagement. Finalising program communication collateral from templates (brochures,
webinar decks) and drafting tailored collateral in partnership with Solutions Lead and BD
where needed
• Work in partnership with Coaching Solutions to onboard coaches to the program effectively
ensure the coaches are clear on the clients’ objectives and needs
• Collect and process participant data to ensure a timely and accurate launch
• Host coach and participant launches sessions, where applicable
• Effectively communicate with cross functional departments that support the overall client
and participant experience, including Coaching Services, Solutions Team, Tech and Finance
• Key day-to-day relationship contact for our client stakeholders during the implementation
phase
• Become SMEs in EZRA’s core Propositions and Solutions, understanding capability and
ongoing iterations through regular training and learning interventions
• Ensure coaches are kept up-to-date on any updates to the program or within the client
organization
Revenue management
• Ensure clear revenue activation plans for clients with prepay balances, working with the
account team and beyond to put plans in place where needed
• Contribute to the regional team’s revenue recognition targets
Reporting and insights
• Work in collaboration with Sales and rest of the account team to understand each clients'
needs and priorities to optimize the reporting provided
• Align monthly reporting to show client progress towards achieving objectives, sharing
successes and/or raising concerns to the account team to determine next steps
• Regularly align with Sales and the rest of the account team on approach to reporting calls to
ensure client needs are met and Sales are able to build towards the next opportunity
• Generate coach and data insights, collaborating with EZRA’s Solution Lead team as appropriate
• Tracking of client stakeholder utilization of the EZRA Reporting Portal to support clients'
engagement with the portal
• Partner with Sales to build regular Business Review presentations to support the overall
account growth strategy
Systems, invoicing and revenue tracking
• Daily use of project management tool to ensure accurate and timely implementation of all
programs
• Build out of online intake form data capturing mandatory data ahead of launch
• Coordinate billing instructions for finance to execute invoices
• Keep accurate tracking of where clients’ spend is against prepay balances
Additional responsibilities
• Help EZRA evolve existing and new processes that will enhance the client and participant
experience
About you
• 3+ years of Customer Success or related corporate experience
• Experienced client relationship manager with proven experience in a customer success role
• Willingness to work in a fast-paced start-up environment and comfort around operating with
an element of ambiguity
• Critical thinking skills: ability to problem solve independently and quickly
• Confident, accurate and clear communicator
• Self-starter able to operate in a high pressure, deadline driven, virtual environment
• Ability to influence others without direct authority and, at times, challenge the status quo
• Proficiency in MS Office Suite
• Knowledgeable of marketing/sales messaging principles
• Passionate about clients and participants needs
What we offer
- Your own world class coach
- Friends and family coaching
- 2 weeks work from anywhere
- Charity days
- Learning and Development Budget
- Weekly wellbeing hour
- Private medical insurance
- Pension scheme
- Life insurance
- Flexible working hours
Posting date: 16-01-2025
Get to Know Us
Bringing together the complementary strengths of our various brands, our team unites through a powerful mission – to match the right talent with the right opportunity. We create synergies that meet the Talent needs of our customers wherever they are in their journey delivered in a technology-enabled and human-driven experience. At LHH, you’ll be empowered to deliver on our purpose of future-proofing organizations and careers, enabling workforce transformation.
Diversity & Inclusion at LHH
We are committed to making the future work for everyone. As a people business focused on providing talent solutions and advisory services, we envision a world in which everyone has the chance to participate in the world of work. Our aim is to acknowledge and appreciate diverse perspectives, encouraging inclusive decision-making processes that value each colleague's contributions, skills, experience, and potential. We work actively to create the conditions that support a culture and work environment of belonging, trust, and participation. Our approach to diversity and inclusion is built around several pillars that underpin our work, including structural and conscious inclusion, leadership, and accountability.
Culture
We are a high-performing and diverse team of people from all over the world, working together to make the future work for everyone. Our culture is shaped by our people, who are the key to our success. It is our people that give us the ability to influence the changing world of work on a global level with solutions that are grounded in the understanding and experience of local contexts. Together we offer exciting career paths to candidates and bring the best talent to our clients. To make this possible, investing in our people, an open culture of communication, and individual opportunities for development are essential to us. There is a world of opportunity out there.
Learn more about LHH
We are the talent solutions business at the Adecco Group, an end-to-end solutions partner, addressing the skills and transformation needs of our customers to drive growth. Our mission is to match the right talent with the right opportunity. Bringing together the complementary strengths of our various brands, we create synergies that meet the needs of our customers wherever they are in their transformation journeys. As a member of the team, you’ll be empowered, inspired and energized to deliver on our purpose to future-proof organizations and careers by building the right capabilities and enabling workforce transformation. We reach high and strive for excellence because we know our work makes a difference.
Success profile
Are we the right fit for each other? Have a look at the traits we're looking for. (1 Beginner – 10 Expert)
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Evolve with purpose Being passionate about meaningful work and ready to change the world.10
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Win together Being able to build relationships through trust, transparency, and collaboration so that together we all succeed.8
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Own it Being empowered to make decisions and take accountability for the results.10
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Reach high Agile and adaptable - fast mover - ability to anticipate future client and candidates needs.9
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Make it fun Delivering our purpose, staying energized and inspired, while having fun with colleagues.8
Rewards
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Our Terms of Use, Cookie Policy and Privacy Policy explain how we collect and use information about you and the rights you have. By submitting your information you acknowledge you have read those documents and consent to receive communications and email job alerts from the Adecco Group.