Customer Success Consultant

The Customer Success Consultant is responsible for ensuring the highest level of success for the onboarding, adoption and integration of the Unicursal Group’s technology platform within our global client base.

The CSC will assist in developing and deploying a consultative approach to understand customer needs and map them to our software, service, and CRO products.

This work will be conducted in a consultative manner to understand each client's unique technology system setup & needs; and work to solve their student conversion challenges in as streamlined and seamless a way as possible.

Job Details:

• You will be the subject matter expert on our student conversion tools and be able to support our customers as needed.
• You will advocate and develop new approaches to improve platform usage and adoption from the beginning of the relationship with new clients, and provide onboarding training to their team members and departments.
• You will work alongside our Integrations Consultant and Head of Conversion Solutions to help deliver integrations and CRO services.
• You will identify integration opportunities with clients, discuss the benefits and process with them and manage the implementation of integrations with the wider internal team.
• You will work directly with clients to review their current integration (predominantly Slate) and ensure that the clients' technology ecosystem is mapped out and optimized.
• You will manage the response to support tickets on the usage of the product’s tools and features.
• You will conduct conversion rate measurement audits and periodic performance reviews in order to provide CRO recommendations.
• You will identify and assess product enhancement opportunities, validate these with customers, and provide that insight to the Engineering team.
• You will identify clients or use cases that the Marketing team can use to produce collateral including blogs, sales & marketing enablement material, white papers, case studies, messaging and web copy.
• You will work with other Unicursal teams (i.e. agency client growth and campaign strategy) to ensure their clients are getting the most from Unicursal technology.

You’ll live our values, to be accountable for your own tasks, to be brave and try new things and to be curious, staying up to date with industry updates and the latest developments.All the while working in a team that is recognised as one of the most supportive in the industry.

Sounds good? Great, here’s what we need from you…

Requirements

Essential

• At least one year of CRM Management or SaaS, combined with a good understanding of student recruitment and marketing, preferably Slate.
• Excellent verbal, written and presentation skills with the ability to foster effective customer relationships.

• Ability to work independently, handle various clients/projects simultaneously, manage deadlines and set priorities.

• Awareness of broad IT solution stack (analytics, integration approaches and technologies).

Desirable

• Specific experience with CRMs including Slate, Salesforce, Dynamics 365 and/or HubSpot.
• Understanding of, or experience in, conversion rate optimisation UX to inform landing page design and create innovative and effective conversion strategies.
• A university undergraduate degree is preferred but not required.

Characteristics and Experience:

Accountable

• You thrive on taking ownership of projects and ensuring client commitments are met. You have skillfully managed intricate projects, consistently met deadlines and exceeded goals to build lasting client relationships.

Brave

• You've successfully navigated SaaS platforms and/or complex CRM integration projects, facing difficulties head-on and embracing challenges with unwavering resolve, resulting in a smooth transition that highlighted your ability to drive meaningful change.

Curious

• Your curiosity fuels your success. Motivated by a genuine desire to understand clients' unique needs, you actively seek out inventive approaches and uncover insights that contribute to tailored and effective solutions.

Benefits

Our culture is based on our simple ABC values (Accountable, Brave, Curious). We are accountable to providing you with the best working environment we possibly can.

Our enhanced benefits package has been designed with our people in mind. We have focused on seeing and hearing what our global employees want. Here are some of our fantastic benefits.

• Start with 25 days holiday which increases with your length of service*
• Buy additional holidays or Family and Dependent Days
• No one should work on their