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AT SOLUTIONPATH

Senior Marketing Manager

Full Time, Leeds
Upto £45,000 depending on experience
Contact: Sophie Walshe

Who we are?

Solutionpath is a leader in the Learning Analytics and Edu-tech sector, pioneering new technology and data science to tackle some of the key issues facing the student, teaching and academic community today.

Our mission is to support all students to reach their full potential, get support where necessary and prevent situations that can hinder anyone student in their progress.

Our product StREAM works by aggregating multiple student interactions and behavioural data. Using our algorithm, we create a simple engagement score that is used to support meaningful communication and interventions between students and their teaching institutions. The surrounding platform technology provides a range of features that enables all our stakeholders to make better, informed decisions and implement meaningful policies; and most importantly measure the impact they have.

Solutionpath is in a really exciting stage of its growth curve, having established a strong market position in the Higher Education market. We are now looking to strengthen the team resources around our Client Success. We are 15 clients strong with ambitious growth plans which includes foreign market growth. As such the ideal candidate will benefit from growth alongside the business.

There is much to do within the existing client base to drive excellence in client success, it will be your remit to set the strategy, plans and accountability for the role. You will be responsible for developing and growing a team to support the business objectives around market-leading customer success, working alongside the data, product and marketing teams to provide outstanding client experience.

Responsibilities

  • Set the overall vision and provide transformational leadership for our Customer Success team. You will drive the growth of the team, implement onboarding and development programs, and foster collaboration within the team and across a customer’s lifecycle.
  • Own metrics around client retention
  • Develop a personal relationship with senior clients to deliver advocacy and provide the voice of customer feedback into the business
  • identify problems before they arise using metrics and strategise/ spearhead turn-around situations into successful outcomes
  • Develop and own the user community that is collaborative and supportive and ultimately delivers brand advocacy.
  • Measure the effectiveness of customer success by defining operational metrics, tracking systems, and reporting to the company board.
  • Define and optimise customer lifecycle.
  • Drive new business growth through greater advocacy and reference-ability.
  • Influence future lifetime value through higher product adoption and customer satisfaction.
  • Enhance effectiveness and efficiency through technology.

Required Skills

  • 5+ years experience leading, training, inspiring, coaching, and building a world-class team across multiple locations.
  • Solid experience in a customer success role within a B2B software organisation.
  • Experienced manager of people and client relationships
  • Leadership experience
  • A proven ability to analyse business performance, set relevant targets and exceed.
  • An ability to translate a business strategy into tactical operating plans.
  • Proven track record in providing transformative customer experiences.
  • An excellent track record for retention and proven experience driving business growth through greater advocacy and reference-ability.
  • Tech-savviness and interest in next-generation customer experience technology and products.
  • Excellent communication and presentation skills.
  • Comfort with a rapidly evolving work environment; with experience in taking initiative.
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