Customer Engagement Executive ensuring clients realize value in accounting services at 1st Formations. Engaging with small business clients to enhance satisfaction and reduce churn.
About the role
- Customer Success Manager at Bromcom applying knowledge of school MIS systems in the Welsh education context. Providing onsite and phone support for Welsh local authorities and schools while ensuring compliance with the Welsh Government requirements.
Responsibilities
- Act as a Customer Success Manager for Welsh schools and local authorities that go live – applying your knowledge of the Bromcom product to provide 1-2-1 phone call and onsite support for new users; covering items such as set up, configuration, report building, and troubleshooting.
- Provide specialist advice and consultancy to Welsh local authorities and schools, ensuring alignment with Welsh Government requirements (e.g. Post-16 data collection, Welsh Census, Curriculum for Wales, bilingual reporting).
- Act as a point of escalation for Welsh customers, ensuring that communication and support is sensitive to language and policy differences.
- Respond to Welsh customers on Community.
- Manage your own calendar to ensure that your time is spent where needed across the supported authorities and support centres.
- Conduct health checks and other proactive investigations with a specific eye to Welsh requirements and statutory deadlines.
- Contribute feedback to Bromcom’s product and development teams on features or compliance issues that affect the Welsh education market.
- Work with the wider business at Bromcom to promote software enhancement, customer success, and engagement.
Requirements
- Strong knowledge of the Welsh education system, including curriculum and statutory reporting requirements
- Education MIS exposure
- Excellent communication and presentation skills, with the ability to engage confidently
- Ability to learn and adapt as our software changes
- Self-organised and a self-starter
- Excellent people skills
Benefits
- Provide training and support where needed, including the ability to deliver in Welsh where appropriate
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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