Customer Success Consultant

eduFOCUS has an excellent opportunity for an enthusiastic and competent "Customer Success Consultant"
to join our growing, vibrant, and friendly team. The primary objective of the position is to ensure that our
existing clients are having a positive experience working with us. EVOLVE is widely regarded as the
industry standard Trip, Club and Activity management solution for more than 240 Borough and County
Councils/Multi-Academy Trusts and more than 21,000 schools, academies, and colleges in the UK and
beyond. Whilst there is an element of sales involved in this position, eduFOCUS does not operate within a
high pressure target driven environment; instead, you will work in a consultative manner with clients, and
prospective clients, to demonstrate the benefits of the software, leaving them equipped to make the decision
as to whether the solution is right for their organization.

As a Customer Success Consultant, you will be based at our Woodbridge (Suffolk) office and be involved in
conducting client review meetings to build and reinforce positive working relationships. Most meetings are
conducted over Microsoft Teams, but there are also opportunities to meet offsite at schools, conferences,
and trade shows.


We believe that a consistently motivated team is important to us and our clients. We pride ourselves on our
emphasis on teamwork. Everyone works closely together, sharing ideas and assisting each other in different
areas of the business. The successful applicant will therefore be a well-organised enthusiastic team worker
that can work with minimal supervision whilst handling several tasks simultaneously. This position could be
equally suitable for candidates with extensive previous work experience, and also those fresh out of their
studies looking for an opportunity to launch their career.,

• Guide new customers through the onboarding process, ensuring a smooth transition.



• Proactively engage with customers to evaluate their satisfaction, identify potential issues, and

enhance their experience.


• Gather and analyse customer feedback to identify trends and make data-driven decisions.



• Collaborate with colleagues to ensure customer preferences and feedback are incorporated into

every aspect of business.


• Provide telephone and email support for existing clients and prospective clients.



• Complete administrative tasks related to implementing new orders, renewal orders and client

invoicing.


• Provide support and cover for colleagues.



• Provide reports/updates to Office Manager as required., Key Responsibilities: 1. Guide new customers through the onboarding process, ensuring a

smooth transition.
2. Proactively engage with customers to evaluate their satisfaction, identify
potential issues, and enhance their experience.
3. Gather and analyse customer feedback to identify trends and make
data-driven decisions.
4. Collaborate with colleagues to ensure customer preferences and
feedback are incorporated into every aspect of business.
5. Work with colleagues create and implement strategies to improve
engagement and retention.
6. Notify relevant colleagues of potential training or sales opportunities
arising from reviews.
7. Ensure additional support requests & outstanding queries are passed to
colleagues and follow up accordingly.
8. Assist with smooth delivery of service from initial sales enquiry to
adoption of service and beyond.
9. Provide telephone and email support for existing clients and prospective
clients (technical and other).
10. Collate and distribute product information/documentation to existing &
prospective clients.
11. Liaise with colleagues and clients to arrange product demonstrations
and trials.
12. Complete administrative tasks related to implementing new orders,
renewal orders and client invoicing.
13. Perform data input/management tasks.
14. Assist Company Directors as necessary.
15. Provide support and cover for colleagues.
16. Provide reports/updates to Office Manager as required.


• Have a commitment to quality and excellence.



• Take the initiative and pro-actively identify tasks requiring attention.



• Learn and adapt to changes.



• Can seek assistance from colleagues where required.



• Have a confident attitude towards work.



• Remain focused on tasks.



• Work well in a small team, communicate with colleagues at all levels and would make a positive

contribution to our relaxed, but hard-working office environment.


• Have a friendly 'can do' approach and a sense of humour., Personal Excellent written communication skills

qualities Excellent verbal communication skills

Attention to detail

Willingness to help others & learn new tasks

Quickly incorporate new ideas/information into working

practices
Good time keeping

Ability to prioritise

Flexible, cheerful and committed approach to work

Effective problem solving abilities



Personal Personal commitment to quality and excellence

competencies Ability to relate to colleagues and customers in a

positive and constructive way
Resilience to working in an ever-changing dynamic

environment
Ability to work effectively as part of a team

Demonstrate empathy, anti-discriminatory behaviour,

and understanding of service users needs
Trustworthiness.

Willingness to travel to events where required



Ability to Excellent keyboard skills

perform certain Managing & prioritising emails

tasks Using Microsoft Office

Computer literate

Writing documents for different recipients

Undertaken training in computers and software

packages such as Microsoft Windows & Office
Previous knowledge of office systems

Previous Client Relations experience



Work related Office experience

competences GCSE (grade C or above) or equivalent in English

GCSE (grade C or above) or equivalent in Mathematics