Customer Success Advisor

Customer success advisor – Fixed term contract

Salary: Circa £28,000 per annum (negotiable based on experience) + comprehensive benefits package

Jisc grade: CSS2 (internal use only)

Job Type: 9-month fixed term contract

Hours: 35 hours per week

Reports into: Senior customer success manager

Working style: Hybrid - A blend of working from home and your nominated hub office. We have hubs located in London, Bristol, Manchester and Oxford.

About Jisc:

At Jisc, we're driven by a simple ambition: to use technology to transform education, research and innovation.

For more than 30 years, we've been the digital partner for the UK's education and research sectors, providing world-class networks, innovative digital services and expert guidance that help universities, colleges and research institutions thrive.

Our work supports millions of learners, educators and researchers every day, enabling everything from ground breaking discoveries and life-changing research to exceptional digital learning experiences. While many people may not realise it, the technology and services we provide help power some of the UK's most important educational and research achievements.

Join Jisc and you'll be part of a purpose-driven organisation where your ideas can have a real impact. Together, we're shaping the future of learning, research and innovation for the benefit of society.

About the Role:

We have a rare opportunity for a Customer success advisor to join a friendly, supportive team on a 9-month fixed term basis.

In this pivotal role you will make sure our customers are getting the most value out of our products post-sale. You will be responsible for managing the relationship between the customer and the product portfolio, ensuring they receive excellent customer service, build a personal long-term relationship with the customers through the product portfolio life cycle, including managing pricing, renewals and adding value by recommending additional products.

You will triage and manage customer requirements quickly and efficiently, while being a customer advocate that finds solutions that best resolve their problems. You will find engaging ways to onboard customers, assisting them in making full use of our products capabilities and nurture existing relationships, while always thinking of new ways of optimising processes. You will create and maintain engaging support content, which may be complex, and onboard customers with high engagement rates and minimal churn or loss.

What you’ll be doing:

• Be a customer relationship advocate, by listening and understanding their problems and pain points, championing their ideas, identifying training needs and opportunities that will increase customer engagement, and improve retention and satisfaction.
• Effectively manage the onboarding of new customers for all products, including overseeing the processing of application forms, creating contracts, creating new user accounts and monitoring user training and engagement.
• Manage the relationship with the customer, through all stages of the product and buying lifecycle, being responsible for renewals and customer retention, ensuring all customer needs are met and exceeded.
• Customer contacts and requests will be assessed, issues investigated and proactive solution provision delivered, with these being escalated where needed.
• Monitor customer engagement on a regular basis using a variety of techniques to maximise customer retention.
• Be responsible and deliver our communications strategy, using a variety of communications tools.
• Gather and interpret data and system enhancement requirements from product user support requests.

What we are looking for:

• Proven experience of providing support to users within a customer services environment, ideally within a Customer success role.
• Experience of using support systems. Experience of using specific systems e.g Salesforce/Tableau software/Heidi Plus/Freshworks/Freshdesk would be beneficial.
• Experience of working in a customer relationship management role.
• Strong ability to work accurately and pay scrupulous attention to detail when dealing with high volumes and tight deadlines in a fast-paced, growth environment.
• Confidence to convey technical concepts to both technical and non-technical colleagues and external contacts.
• Be comfortable with juggling different projects at the same time.

Don’t meet every single requirement?

We know that sometimes people can be put off applying for a job if they think they can’t tick every box, so we encourage you to apply even if you do not meet 100% of the requirements, but if you feel this role is perfect for you. You may be just the right candidate for this or other roles!

Hybrid working:

Specific patterns for working in the office are not mandated, and the frequency of time worked in the office is agreed with your manager. Meeting in person is something we value, so you may need to travel on occasion to any of our hub offices.

Why work for us?

At Jisc, every role is meaningful, and every individual is valued. We foster a culture of continuous learning and personal growth, offering opportunities to develop new skills and make a real impact in education and research. With a strong focus on work-life balance, we embrace flexible working that prioritises outcomes over hours, empowering you to create a rhythm that energises both your professional and personal life.

Our Guiding Principles:

Jisc’s culture is powered by our four guiding principles: putting customers first, driving innovation, creating impact, and championing inclusive collaboration to deliver sustainable outcomes and shape a better future.

Discover the amazing benefits we provide! Here’s what you can look forward to:

• Flexible work pattern, which can adapt to suit your schedules and personal commitments
• 31 days annual leave (plus bank holidays) that includes three closure days over Christmas
• Buy up to an additional 5 days leave during the flexible benefits window
• Generous flexible pension schemes
• A range of wellbeing lifestyle benefits including company paid health care cash plan, mental health first aiders and support
• A company culture of continuous learning with access to thousands of LinkedIn Learning courses, and lots of resources and opportunities to support your development
• Allocated allowance of up to £250 to equip your home office
• Financial well-being support including access to preferential loan and savings plans, mortgage advice, will writing tools and support and resources to help you make the most of your money
• A wide range of discounts and cashback from retailers and big-name high-street stores
• Family friendly policies including enhanced parental, maternity and paternity and co-parental leave as well as opportunity for career breaks
• Support your volunteering with up to 3 days volunteer leave

Equity, diversity and inclusion:

Jisc believe our people make all the difference in cultivating an inclusive culture that welcomes ideas, encourages innovation, and values belonging.

We work hard to create an equitable experience for our candidates and workforce which embraces all aspects of their identity including race and ethnicity, religion and belief, sex, gender identity, sexual orientation, trans identities, age, class, disability, neurodivergence, or veteran status.

Application process:

Please let us know how we can best accommodate you throughout the recruitment process. We’re committed to making our process accessible and comfortable for everyone - just tell us what works best for you.

Interested? Don’t leave it too late to apply. We may close the vacancy early once we’ve received enough applications.

Just so you know, we review CVs as soon as we can and aim to provide an update on your application within 4 weeks of receiving it. However, you may hear from us a lot sooner, so please keep an eye out for our emails or calls!

We’re really looking forward to getting to know the real you. While we encourage the use of AI tools to help you get started on your CV or cover letter, we encourage you to review your application before submitting. Make sure it truly reflects your own voice, experiences, and personality.

If you are currently a Jisc employee, please apply through your Dayforce Employee profile.

We have a thorough background screening process that verifies the details you share with us in your CV and your application. Any inaccurate information supplied during the application stages can lead to a job offer being withdrawn.

Sponsorship:

Jisc has an active sponsor licence to recruit on a Skilled worker visa basis. Candidates wishing to apply who require sponsorship should determine the likelihood of obtaining a Certificate of Sponsorship for the role by assessing their circumstances against the relevant Home Office criteria. Jisc does not offer any financial re-imbursement towards the applicant costs, such as re-location, skilled worker visa and dependant costs or the immigration health charge.

No agencies please.