Customer Success Manager

Come shape the future of education with us.

At Compass, our people are united by a common purpose to make the school day more productive, more impactful and more enjoyable. We're a global provider of School Management Information Systems (MIS) and already support over 2,000 schools across Australia, Ireland and the UK.

We are embarking on an exciting journey of growth and are looking for passionate people to join us for the ride.

We want thinkers and problem solvers, who celebrate diversity and thrive in a collaborative team environment to join us and help us transform the lives of teachers, students, and parents all over the world. You'll work as part of a fun, hardworking team who takes ownership of their work and loves to celebrate successfully delivering wins for our customers and for Compass.

About the Role & Team

As the Customer Success Manager, you will have the responsibility of managing client relationships with school leadership, administrative teams, and teachers. You will play a crucial role in driving the adoption of our products and outcomes leading to renewals, expansion and advocacy of Compass in their respective jurisdiction.

What you’ll do:

• Deliver training and product support to staff in schools via in-person workshops, video conferences, phone and email to maximise the benefits enjoyed and satisfaction as measured by Net Promoter Score (NPS) surveys and other indicators.
• Alongside the Onboarding Manager, assist in the onboarding of new customers, coordinate training of the platform to our end users, as well as provide post go-live support to our schools.
• Work closely with customers to address any areas of confusion, concern or difficulty to improve their experience with our product.
• Provide a high level of support for customers transitioning from other MIS products.
• Collaborate with the Product team to successfully implement any configuration changes and product enhancements necessary to address priority customer issues.
• Represent the voice of the customer to provide input into the development of new products, and marketing and sales strategies.
• Gain insights into customer needs and preferences through effective communication with clients, analysis of customer metrics such as product usage patterns on the Compass platform, Net Promoter Score (NPS) surveys, and other forms of feedback.
• Collaborate closely with the Product, Sales and Marketing team to support customer acquisition, upsell and renewal opportunities.
• Leverage your professional networks of schools in Ireland to assist the business to reach its growth opportunities.
• Identify opportunities for schools to act as Compass advocates, by facilitating the documenting of customer testimonials and case studies.
• Encouraging satisfied customers to make referrals to peer schools.

Requirements

About You

This position is ideal for an individual with prior experience in team management, handling multiple projects with varying timelines. Previous involvement in MIS data migration and working with Schools is highly desirable.

This is what you'll bring...

• A true passion for putting the customer first.
• Experience being a purpose-led leader with the ability to coach and inspire other team members.
• Experience maintaining strict timeline of projects, ensuring that internally and externally set deadlines are met.
• A highly proactive nature, with the ability to think both creatively and technically.
• Strong organisational skills, with excellent time management, and attention to detail.
• Strong written and verbal communication and interpersonal skills, with high levels of emotional intelligence.
• Confidence in flagging potential concerns regarding customer engagement.
• Sound knowledge of Monday.com is desirable.
• Sound knowledge of CRM systems.
• Experience working at schools will be highly regarded.

Benefits

What’s in it for you?

• We come together with our unique strengths to work towards a common purpose - shaping the future of education. When you join our team, you will collaborate with individuals who are passionate, driven, and open to embracing change in a fast-paced environment.
• A flexible working culture.
• Learning & Development opportunities - we want you to grow and get the most out of your role!

It is a really exciting time to join Compass. We are growing fast and need people who want to grow with us.

Compass is proud to be an equal-opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.

Prior to commencing employment, we will require:

• Verification of unrestricted work rights in UK (eg citizenship, passport, or birth certificate).

Salary Range: £40K - £45K