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Customer Success Team Manager

United Kingdom, , BromleyCustomer Services

Job description

This important role is responsible for managing the training and customer success team, responsible for training, consultation and overall customer success for the full suite of Bromcom products - Bromcom MIS, Finance, and Vision/Vision X.


Managing a team of 10-12 FTEs, you will work closely with the Onboarding and Support Teams to educate customers in how to use the software to maximise the benefits for their schools. This is done via training, guidance, and building the Bromcom community. 


Specific responsibilities:

Service Management:

  • Lead the training and customer success team: define, set targets, manage, monitor and control to deliver an exceptional service to all Bromcom customers and maximising customer retention
  • Maintain all quality assurance processes to comply with ISO 9001, ISO270001 and ISO20000
  • Produce weekly reports on team performance and capacity

Line Management:

  • Manage a team of 10-12 FTEs, ensuring that the team are motivated and supported to meet challenging objectives
  • Manage objective / target setting, to align with Department’s wider business plan
  • Support with (and eventually lead on) recruitment to expand the team

Training and Consultation:

  • Personally provide some training and consultation to our customers

Job requirements

  • Naturally customer and people orientated, with excellent communication skills (both written and verbal)
  • A proven and inspiring manager, supporting and enabling teams to excel
  • Experience in training via a range of different methods
  • Knowledge of schools and MIS systems
  • Excellent decision making and prioritisation skills

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