Customer Success Manager (Mat Cover) - EZRA

London, United Kingdom Apply for Role

Job ID 5525 Primary Location London, United Kingdom Business Unit LHH Department Gestion de Projet : Delivery

Job Role: Customer Success Manager

Location: London - Hybrid 3 days a week in office

Who we are:

Imagine what even the world’s finest organizations could achieve if all their employees were coached to be their absolute best.

At EZRA, we are on a mission to do just that. We believe through coaching; people get to know themselves. Their goals. Weaknesses. Hang-ups. And once they know all that, they can build on the good stuff and work on the rest. This mindset applies not only to our clients but is manifested in our own EZRA family.

We believe we are changing people’s lives. We believe a happy team is a productive team. We want our people to care and be proud of what they do. We also practice what we preach – every member of our team gets to experience the superpower that is coaching for themselves, among some other pretty incredible rewards.

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 all 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 post-sale 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
Partner with Sales to support the broader account growth strategy through program delivery
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

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

Revenue management, systems and invoicing

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
Ensure data hygiene related to revenue forecasting activities
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

The CSM may be required to perform other duties as assigned by management,

outside of their normal scope of work.

About you:

3+ years of Customer Success or related corporate experience
Experienced project 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
Flexible working hours

We are an equal opportunity employer dedicated to having a thriving, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more, and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us.

Posting date: 03-02-2025

Apply for Role

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)

Evolve with purpose Being passionate about meaningful work and ready to change the world.

10
Win together Being able to build relationships through trust, transparency, and collaboration so that together we all succeed.

8
Own it Being empowered to make decisions and take accountability for the results.

10
Reach high Agile and adaptable - fast mover - ability to anticipate future client and candidates needs.

9
Make it fun Delivering our purpose, staying energized and inspired, while having fun with colleagues.

8

Traits are on a scale of 0 to 10

Rewards

Transformational career experiences, forge your own path to success

Embark on a journey of growth with tailored career paths, inspiring training and onboarding, collective spirit, and a strong commitment to wellbeing

Truly collaborative culture, where diversity of thought and opinion is valued above all else

Flexibility to work in the way that makes you most productive, agile, confident and insightful

Specific local benefits and rewards tailored to each country (holiday allowances, health care and more).

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