Customer Success Associate

About CPOMS

CPOMS, a Raptor Technologies company, is the market leader in safeguarding, pastoral, and wellbeing solutions for UK educational institutions and beyond. Through our innovative software, we’ve enabled organisations transform modern day safeguarding practices to help ensuring the wellbeing of young people and vulnerable adults.

Trusted by over 20,000 customers, ranging from schools, early years settings, sports clubs, youth activities and charities, CPOMS is committed to enhancing child protection and wellbeing practices.

Job Title: Customer Success Associate 

Location:   CPOMS  [Skipton, North Yorkshire, UK]

Job Type: Full-Time

Hybrid 3 days in the Skipton Office (North Yorkshire), 2 from home once you have passed your 6 month probation period and have agreement from your Manager.

Reports To: Senior Manager, Customer Success

Job Summary:

As a Customer Success Associate, you will be the point of contact for our customers, helping them achieve their goals and ensuring they derive maximum value from our products/services. You will work closely with various departments to address customer needs, resolve issues, and drive product adoption. Your focus will be on fostering long-term relationships, increasing customer satisfaction, and minimizing churn.

We’re on the lookout for a passionate individual who will be the go-to partner for our customers, guiding them to get the most out of our products and services. You’ll build strong, lasting relationships, solve challenges with a smile, and make sure every customer feels supported and valued. If you love creating positive experiences and driving success, we’d love to hear from you! 

 Key Responsibilities:

1. Customer Onboarding

• Facilitate a smooth transition after the initial onboarding, building trusted customer relationships to maximise value.
• Delivering professional and engaging customer facing presentations via online meetings for all CPOMS/Raptor products to discuss current partnership, and identifying areas of additional value.
• Set clear expectations and success milestones using CTA's within Gainsight to make contact at 30 and 90 days after implementation for check ins, ensuring a smooth transition and quick adoption of the product/service.
• Maintains in-depth knowledge of our products and stays up to date with ongoing product releases.

2. Customer Engagement and Support

• Serve as a point of contact for customer inquiries, providing prompt and accurate responses answering emails through SalesForce.
• Proactively engage with customers to understand their needs, goals, and challenges, through business reviews, School Safety at a Glance, CTA's, meetings, webinars and all other Customer Success processes.
• Handle escalations and complaints efficiently, following the “at risk” and complaints processes, and escalating to the Manager of Customer Success when necessary. By identifying root causes, coordinating with relevant teams, and ensuring timely and effective solutions.
• To update Communities and prepare and deliver CAB (Customer Advisory Board) meetings, under guidance of the Manager of Customer Success.
• To plan and deliver up-to-date training content and webinars, ensuring materials reflect the latest product releases and best practice, as and when needed.
• Contacting customers via telephone when needed.
• Attend regular network meetings in person, representing CPOMS and building relationships within the wider community.

3. Relationship Building

• Build and maintain strong, long-term relationships with customers.
• Regularly check in with customers to ensure their ongoing success and satisfaction.
• Attend customer facing events when needed.
• Identify opportunities for upselling or cross-selling additional products/services.
• Gather customer case studies and advocacy stories, ensuring a steady flow of content for Sales and Marketing to use.

4. Customer Retention

• Deal with all cancellations and churn, ensuring each case is handled thoroughly and in line with the agreed process.
• Monitor customer health metrics and take proactive steps to prevent churn.
• Conduct regular reviews with customers to assess their satisfaction and address any concerns, through SSAAG and Business Reviews.
• Manage the NPS survey process and proactively reach out to all NPS detractors, working to understand and resolve their concerns.
• Collaborate with the sales and marketing teams to develop strategies for customer retention.

5. Feedback and Improvement

• Gather and relay customer feedback to relevant internal teams to drive product improvements.
• Participate in the development of new customer success strategies and processes.
• Continuously seek ways to improve the customer experience.
• Coordinate cancellations to provide a positive experience for customers transitioning from the company/products.

6. Reporting and Documentation

• Maintain accurate and up-to-date customer records in Gainsight, SalesForce and any other systems that we use.
• Document customer interactions and follow-ups to ensure transparency and accountability.

Skills, Qualifications and Experience

• Grade C (or equivalent) or above in Maths and English is essential. Highly motivated individual seeking to establish and grow their career in Customer Success.
• Excellent verbal and written communication, presentation, and problem-solving skills.
• High degree of professionalism. The ideal candidate executes consistently, is highly dependable, and always approaches situations with a positive, customer-centric attitude.
• This is a high-volume position. The individual must be a self-starter with strong organisational and time management skills, self-directed, and able to handle multiple priorities within demanding timeframes.
• Excellent interpersonal skills.
• Previous experience in the Education sector is desirable.
• Previous experience with customer support advantageous.

Why Join Us:

Be a part of something special and join our award winning team. We are looking for enthusiastic and passionate people who care about doing things properly and for the right reasons. We are a rapidly expanding, globally spanned customer base with market leading products. Now is an ideal time to join us on our new journey, with all the opportunities that it will bring.

With ongoing departmental growth and a collaborative work environment, you would have the opportunity to join a supportive, hardworking and passionate team with exciting personal growth and development opportunities.

This description can be customised to fit the specific needs and requirements of the Customer Success Team.

What's in it for you?

• The chance to work within a team of hard-working, passionate people.
• Great job satisfaction from seeing the difference you make in the world of Safeguarding.
• A dedicated well-being team (who surprise us every now and then with yummy treats, social lunchtimes and much more!).
• Townhall meetings hosted by our parent company.
• Development Reviews (1 Month, 3 Month and 6 Months initially).
• Full Time Staff are entitled to 34 days paid holiday per annum (this includes 8 Bank and Public Holidays).
• Employee referral scheme for recommending a friend (once they’ve successfully completed their 6 month probationary period).
• Smart casual dress code.
• On-site parking.
• Company pension scheme.