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The Wellbeing Project is a leading consultancy focused on enhancing workforce resilience through tailored training and coaching solutions. Serving organisations from senior leaders to individual team members, our mission is to embed healthy performance at the heart of how businesses operate. Our work is guided by five core values: Customer First, Always Growing, Better Together, Own it and Make it Happen, and Healthy Performance.
We are committed to building long-term, mutually beneficial partnerships with our clients. Customer satisfaction is at the heart of everything we do, and we take pride in consistently exceeding client expectations. Our impressive client list reflects our dedication, capability, and passion for delivering outstanding results.
Job overview
As a Customer Success Manager, you will play a vital role in supporting our growing customer base by coordinating wellbeing training programmes and delivering proactive, high-quality customer service. You will collaborate closely with our Business Development and Design and Delivery teams to ensure client programmes consistently exceed expectations. Additionally, you will have a commercially minded approach, identifying opportunities to upsell and cross-sell our services to maximize client value and drive business growth.
Responsibilities
Customer Relationship Management:
* Build and maintain strong relationships with clients, ensuring satisfaction and continued engagement.
* Proactively identify opportunities to upsell or cross-sell additional services, leveraging client relationships to support business growth.
* Oversee the onboarding of new associates and maintain a positive, supportive environment for the existing associate community.
* Coordinate the logistics and delivery of virtual and in-person wellbeing training programmes.
* Monitor programme progress and gather client and facilitator feedback to enhance future delivery.
* Ensure all content and materials are prepared and ready for delivery.
* Be alert to client needs and identify potential areas for expanding service offerings.
* Work with the Business Development team to leverage insights for targeted upselling and cross-selling.
Operational Excellence:
* Ensure processes are consistently followed to maintain high customer service standards.
* Identify opportunities for process improvements and proactively address potential challenges.
Collaboration and Teamwork:
* Work alongside the Business Development, Design and Delivery teams to ensure seamless programme execution.
* Support internal communication to align on client expectations and programme outcomes.
This list is not exhaustive, and the post holder may be asked to carry out other duties as required through discussion with the line manager.
Skills and Experience
* Proven experience in a customer success role or customer facing role with a track record of building and maintaining client relationships.
* Excellent communication skills, both verbally and written, and able to adapt to different audiences.
* Demonstrated ability to coordinate, nurture, and develop client accounts, ensuring high levels of engagement and satisfaction.
* Highly developed administration abilities, with meticulous attention to detail and accuracy.
* Strong organisational skills, capable of managing multiple programmes and tasks simultaneously.
* Proven ability to prioritise effectively in a fast-paced environment, balancing competing demands.
* Self-motivated and capable of working independently, demonstrating autonomy and initiative.
* A passion for wellbeing and professional development, embodying the principles of healthy performance.
* Proactive and adaptable, with a willingness to embrace new challenges and learn continuously.
* Experience working in the health and wellbeing industry with HR professionals or coordinating learning programmes.
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