Customer Success Manager

Customer Success Manager

We are seeking to recruit a new Customer Success Manager on a permanent, full-time basis within our Digital Recruitment team, based in our London National office with a hybrid working pattern (1-2 days in the office 3-4 working from home)

About the role

You will be responsible for establishing and developing client account relationships, including the negotiation of rates and packages. Ensuring that both AoC Jobs and other digital/recruitment services meet the expectations of our clients, and the team continues to deliver a high level of customer service. You will also support clients with technical queries and guidance, ensuring that queries are answered effective, and SLAs are met.

The Customer Success Manager is responsible for the management, mentoring and development of staff members within the Digital Recruitment team, ensuring that performance standards are met with high standards of customer care and accuracy at all times. Responsible for the P&L of digital products and services including AoC Jobs and other new initiatives. This includes all budgeting and forecasting.

You will monitor and review the effectiveness of all clients generated content, offering additional digital products and services for those who require further help. This includes the cross-selling and promoting of wider AoC Services, specifically executive search, candidate assessment, skills testing and interim management.

The Customer Success Manager will have up-to-date market knowledge, sector insight and data analysis and use this to provide advice, guidance, and support to clients on best practices and product use, including a consultative approach to providing advice on a range of products/services to suit the needs of AoC members/clients.

You will be responsible for creating, developing, maintaining, and delivering the brand identity of the related products and services. Developing the strategic direction of the marketing including programmatic marketing, SEO, SEM, social media content and email marketing. You will also be responsible for sourcing, contract negotiation and management of all marketing suppliers ensuring that existing products and new services are both innovative and forward-thinking.

The Ideal Candidate

Managing the client experience from the initial approach to onboarding and upselling, you will have a track record of developing and maintaining effective client relationships at all levels. You will have a consultative approach to your selling technique and ideally understand the principles of storytelling/Golden Circle, although this can be taught. You will know the Recruitment industry/recruitment lifecycle, have experience in a SAAS environment and have basic knowledge of HTML coding.

You will have experience in selling, delivering account management and training SAAS products or digital solutions to a diverse client group ensuring the client’s needs are met and our services are used effectively to ensure customer satisfaction and retain business.

You will have a high level of written and verbal communications skills, with demonstrative evidence of presenting to stakeholders.

You will lead on the continual delivery of the digital marketing plan and work with the Digital Product Manager and the Customer Success Executive to ensure that all marketing initiatives are delivered professionally and on time.

You will understand the principles of online marketing and the marketing of websites, including SEO, SEM, PPC and social media and proven experience of working in a marketing environment and with software/website CRM systems. You will have used email marketing software and, ideally SendGrid. You must also have a working knowledge and experience in using a variety of social media marketing software, including Hootsuite, Twitter, Facebook, and LinkedIn


If you think you have the skills, experience, and attributes to hit the ground running in this position, we would welcome your application.

To apply, please send us your current CV along with a cover letter detailing how your key skills, knowledge and experience meet the requirements of the person specification for the role along with a completed equal opportunities form to [email protected]. Please note that your equal opportunities form will be separated from your application and will not be considered by the shortlisting panel.

Please title your CV and covering letter in the following format: 'Forename Surname - CV' & 'Forename Surname - Cover Letter.'

Please note that all applicants must have the right to work in the UK to be considered for this role and will be expected to provide proof of this if invited for an interview.

Your application must be submitted and received by 23:59, Sunday 26 June 2022

AoC is an Equal Opportunities Employer.

**Thank you for your interest in working at AoC**