Description
Position at Ezra Job Role: Customer Success Manager Location: London - Hybrid 3 days a week in office Who We Are:We believe everyone can be better with a coach... and we won’t stop until we get there. Coaching changes people’s lives. It helps them be happier and more productive in their work. It turns entire companies into more inclusive, more productive places to be. That’s why we’ve made it easy for more people – not just those at the top – to benefit from the world’s best coaches. This is true of our EZRA team. We believe a happy team is a productive one. We help our people grow, to care deeply about and be proud of what we do.The Role:As EZRA continues to grow, so does our mission to be in front of more organizations worldwide! To accomplish this, we are looking for an Enterprise Customer Success Manager reporting directly to the regional Enterprise Customer Success Lead. The focus of this role will be to work hand-in hand with our Enterprise clients to oversee all customer success deliverables to provide a best-in class service to EZRA's valued customers.This is an exciting role with significant stretch opportunities, with the individual expected to play a critical role in EZRA's current and future growth.What You'll Do:Delivery life-cycle client management
1. Proactively manage a portfolio of Enterprise clients for the full delivery lifecycle – from post-sale to program completion and non-program related workstreams
2. Key point of contact for all program and delivery related questions for program sponsors across client organizations
3. Develop and build strong relationships with key client stakeholders
4. Partner with Sales to support the broader account growth strategy through program delivery
5. Bring together internal EZRA stakeholders to support on client needs, such as Solutions Leads, Coaching Services, Tech and Product, Finance etc.
6. Be the voice of the customer and provide feedback to internal teams to improve EZRA's product and delivery
Reporting and insights
7. Work in collaboration with Sales and rest of the account team to understand each clients' needs and priorities to optimize the reporting provided
8. Align monthly reporting to show client progress towards achieving objectives, sharing successes and/or raising concerns to the account team to determine next steps
9. Regularly align with Sales and the rest of the account team on approach to reporting calls to ensure client needs are met and Sales are able to build towards the next opportunity
10. Generate coach and data insights, collaborating with EZRA’s Solution Lead team as appropriate
11. Tracking of client stakeholder utilization of the EZRA Reporting Portal to support clients' engagement with the portal
12. Partner with Sales to build regular Business Review presentations to support the overall account growth strategy
Revenue management, systems and invoicing
13. Ensure clear revenue activation plans for clients with prepay balances, working with the account team and beyond to put plans in place where needed
14. Contribute to the regional team’s revenue recognition targets
15. Ensure data hygiene related to revenue forecasting activities
16. Daily use of project management tool to ensure accurate and timely implementation of all programs
17. Build out of online intake form data capturing mandatory data ahead of launch
18. Coordinate billing instructions for finance to execute invoices
19. Keep accurate tracking of where clients’ spend is against prepay balances
The CSM may be required to perform other duties as assigned by management,outside of their normal scope of work.About You:
20. 3+ years of Customer Success or related corporate experience
21. Experienced project manager with proven experience in a customer success role
22. Willingness to work in a fast-paced start-up environment and comfort around operating with an element of ambiguity
23. Critical thinking skills: ability to problem solve independently and quickly
24. Confident, accurate and clear communicator
25. Self-starter able to operate in a high pressure, deadline driven, virtual environment
26. Ability to influence others without direct authority and, at times, challenge the status quo
27. Proficiency in MS Office Suite
28. Knowledgeable of marketing/sales messaging principles
29. Passionate about clients and participants needs
Life at EZRA:
30. Your Own World-class coach to help you grow personally and professionally.
31. Coaching for Friends and family because coaching is a gift worth passing on.
32. Work From Anywhere with two weeks a year to work wherever inspires you most.
33. Charity Days to support the causes close to your heart - because doing good feels good.
34. Learning Budget to fuel your curiosity. If it helps you grow, we’re in.
35. Weekly Wellbeing Hour just for you. No meetings. No emails. Just space to breathe, reflect, or reset.
36. Regional benefits flex to fit your location and lifestyle.
37. A welcoming place to do your best work. Comfortable, collaborative and inclusive… and dog-friendly too!
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