Client Success Lead

Leeds, Yorkshire
Cognito Learning

Client Success Lead

Salary: c£30k+ with additional potential performance related bonuses up to £15k

Office/Hybrid opportunity – Leeds LS2 7JF

Full time

Cognito Learning is an AI powered HR services platform using AI enhanced adaptive learning through personalised ‘knowledge reinforcement’. We work with organisations to support their people development programmes and deliver workforce improvements via our HR services platform, Cognito.

As we enter the next stage of our growth, we are looking to expand our Customer Success Team with the addition of a Team Leader to work alongside two long-standing key members of the Team. This is a varied and exciting role where someone can really make a difference to the day to day running and efficiency within the business. Driving excellence around the level of service we offer our customers, you will be and integral part of a dynamic and ambitious disruptive innovator.

Main responsibilities but not limited to:-

• Work closely with and be a mentor to, the existing members of the Team.
• Assist with new customer implementations – working with the New Business and IT teams to ensure each implementation runs smoothly and is set up to specific requirements.
• Analyse data and performance prior to customer account reviews
• Provide training on the reporting dashboard to customers
• Schedule and lead Quarterly Business Reviews with customers (travel will be required from time to time)
• Solidify existing relationships and identify new stakeholders within the install base for the purpose of enhancing solution stickiness, increasing retention and identifying upsell opportunities.
• Ensure successful and timely renewal of the existing customer base
• Implement and enhance an NPS mechanism
• Drive the customer reference program
• Where required, create and issue bespoke customer reports
• Provide day to day support to customers: advice, queries, and changes to the account set up
• Liaise with all areas of the business (Management, New Business and IT)

Core skills required

• At least 2 years in customer facing, quota carrying, account management roles
• Great mentoring skills
• Ability to be able to adapt to change – we are a fast pace, close nit tech business
• Attention to detail, able to produce high quality documents
• Extremely organised and able to prioritise to meet deadlines
• Excellent Word, PowerPoint and Excel skills needed, and experience of data collation, analysis and presentation
• Advanced Excel skills and data analytic abilities
• Hardworking and strong team player who isn’t afraid to ‘roll up their sleeves’ in a small, growing and dynamic company

Interested? Please send your cv by return.