Customer Success Manager

**The role in a nutshell**:
In the role of Customer Success Manager, you will be the day to day contact of a portfolio of **UNiDAYS**' partners - consisting of prestigious consumer brands and retailers.

Customer Success will own the day to day relationship and assist in the long term development of our most valuable partners, creating and executing plans to deliver consistent upward growth, keeping partners happy and maintaining stability.

This role will focus on the retention and renewal of the partnership that is built on relationship building, administrative management/upkeep, long term road-map development, and overall happiness of the account. Additionally, there will be a focus on supporting on the recently extended **UNiDAYS** proposition, GRADLiFE, which is exclusive for the graduated community.

Working closely with the pod's Strategic Account Director you will be looking to maximise the Student Specific goals/objectives of their partner portfolio on a day-to-day basis. You will review, garner insights, and formulate campaign wrap ups. You will report back to the partner on successes, and any areas of potential improvement to continue to progress the partnership; enabling their brand partner to win market share of 18-24 year olds. Where applicable, you will also work with the pod's New Business Manager to on-board new partners, ensuring the process happens efficiently and effectively.

**Day to day responsibilities**:

- Management of the Partner relationship, driving success for existing partners
- Develop and maintain customer success plans, charting a path to the Partner's desired outcome with **UNiDAYS**, leveraging comprehensive understanding of **UNiDAYS**' solution set and platform to provide relevant adoption and technical
recommendations on solutions and enhancements customised to partners' business needs
- Develop a trusted relationship with day to day partner contacts
- Support on-boarding of any new partners onto the network and GRADLiFE, ensuring they have a smooth and successful launch following contract signature
- Work cohesively with the Strategic Account Manager to uncover partner needs and tie those needs to our specific set of products
- Ownership of partner performance reporting and delivery of performance and opportunities to Partner
- Ownership of internal Customer requests, including scheduling activities as required
- Identify and assess renewal risks for Partner's contracts and collaborate with internal teams to ameliorate
- Assist the Strategic Account Manager in negotiating and secure renewals for Partner
- Support partner expansions into additional territories
- Assist with high severity request or issue escalations as needed
- Ensure billing process runs smoothly including standardisation of data, remove returns issue by re-pricing, and fixing or eliminating tracking issues
- Have a deep understanding and excitement for how to connect and market to GenZ/Students.

**What we need from you**:

- A proven track record within a customer success / account management and/or sales role, preferably from either an advertising, agency, or SaaS background
- The ability to manage multiple partners and stakeholders
- Have a strong affinity with our core target audience of GenZ/Students/Grads
- Organised with excellent time management skills
- Comfortable with numbers and analysing large data sets
- IT proficient and experience in using the Microsoft Office Suite
- Skilled at managing expectations both internally and externally
- Confident and articulate communicator with excellent presentation skills
- Passionate approach
- An interest in the technology industry and marketing to the student demographic

**Perks**:
We've accomplished a lot since we started in 2011, but in many ways, this is just the beginning. This is the chance for you to get in on ground zero. An opportunity to make a difference within the business with global reach. You'll also be working for a Great Place to Work CertifiedTM company. To find out more about our workplace initiatives, see our exclusive case study with Great Place to Work and be sure to visit our profile for more information.

We offer a fast paced, fun & social working environment where you can truly make an impact. We believe that work should enhance and complement your life which is why we leave it up to you to decide where you work. You can choose to work from your assigned campus (either Nottingham or London) or from home, whatever works best for your individual needs. Your manager may request you attend team meet ups at your campus but other than that it is up to you We work hard at **UNiDAYS**, but we also believe in fair compensation for hard work. That's why we're pleased to offer all employees full access to our comprehensive benefits package. This includes:

- Personal Health Insurance Allowance of up to $116 per month (upon proof of insurance)
- 1 U-day per year (a paid mental health day off)
- Employee Assistance Programme
- An addi