Customer Engagement Executive
Full-time, Hybrid role
Office base in Quedgeley, Gloucester
Hybrid working 3 days office based and 2 days at home
What you'll love about this role
You will be joining a fast paced, multi award-winning, market leading Educational Technology Company based in Gloucester.
As a company Avantis has focused on education, which has enabled us to drive new technology concepts exclusively for the classroom. Our ethos of challenging the status quo and constantly improving classroom technology has enabled us to create some of the most recognisable and innovative brands in the UK education technology market.
What will you be doing
The Customer Engagement Executive will primarily be responsible for ensuring customers resubscribe to Avantis services. Focusing on current customers, this will involve pre-emptively reaching out to schools before expiring subscriptions and securing renewal.
This role will also be responsible for ensuring our new and existing community of user schools within out 'Rest of World' territory are supported to maximise their use of the Company's products and services.
The successful candidate will work cohesively with all parts of the organisation and overseas partners to support our customers by delivering refresher training, new product and feature demonstrations, sharing best practise, demonstrations and lead generation of complimentary products in the company portfolio.
This role requires the monitoring of product usage and pro-active communication to customers by both phone and email.
Key responsibilities will include
* Monitor and evaluate current customer usage
* Make contact with our customer base via phone and email
* Manage our current customer journey and consistently assess areas for improvement
* Work with current customers to upsell products
* Work closely and collaboratively with internal teams and local partners to ensure customers have a seamless experience
* Effectively communicate with end users to retain customers year on year
* Keep accurate records of engagement with customers
* Maintain regular follow-ups with customers to ensure satisfaction and retention.
* Guide customers through the refresher training, ensuring they understand and can effectively use our products.
* Act as a customer advocate, communicating their needs and concerns to relevant departments.
* Develop and implement strategies to engage customers and promote product usage.
* Organise and participate in customer-focused events, such as webinars, workshops and conferences.
* Maintain accurate records of customer interactions and activities in the CRM system.
Key Skills, Experience and Qualifications
Essential
* Ability to field customer queries and drive positive outcomes
* Excellent communication skills both written and verbally
* Confident in having conversation by phone
* Able to work in a fast paced, high growth environment
* Be able to build a rapport quickly with stakeholders
* The ability to work collaboratively across departments to achieve success
* Experience in either customer service, education or retention
Desirable
* Experience working with CRM and online sales tools
* Experience of education sector
* Experience working directly with customers
* Broad understanding of technology and, preferably, its use in education
* Fluency in an additional languages – preferably Italian
Avantis Education provides a fun, exciting work culture that thrives on self-starters and individuals that can help shape and grow our future. We are a well-established Company that is continually growing and looking for strong team players who are not afraid of working independently to bring innovation into all that we do as a global education technology leader.
If this sounds like you, we can't wait to hear from you.