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Location: London - Hybrid 3 days a week in office

Who we are:

Imagine what even the world’s finest organizations could achieve if all their employees were coached to be their absolute best.

At EZRA, we are on a mission to do just that. We believe through coaching; people get to know themselves. Their goals. Weaknesses. Hang-ups. And once they know all that, they can build on the good stuff and work on the rest. This mindset applies not only to our clients but is manifested in our own EZRA family.

We believe we are changing people’s lives. We believe a happy team is a productive team. We want our people to care and be proud of what they do. We also practice what we preach – every member of our team gets to experience the superpower that is coaching for themselves, among some other pretty incredible rewards.

The Role:

As EZRA continues to grow, so does our mission to be in front of more organizations worldwide! To accomplish this, we are looking for an Enterprise Customer Success Manager reporting directly to the regional Enterprise Customer Success Lead. The focus of this role will be to work hand-in hand with our Enterprise clients to oversee all customer success deliverables to provide a best-in class service to EZRA's valued customers.

This is an exciting role with significant stretch opportunities, with the individual expected to play a critical role in EZRA's current and future growth.

What You'll Do:

Delivery life-cycle client management

• Proactively manage a portfolio of Enterprise clients for the full delivery lifecycle – from post-sale to program completion and non-program related workstreams
• Key point of contact for all program and delivery related questions for program sponsors across client organizations
• Develop and build strong relationships with key client stakeholders
• Partner with Sales to support the broader account growth strategy through program delivery
• Bring together internal EZRA stakeholders to support on client needs, such as Solutions Leads, Coaching Services, Tech and Product, Finance etc.
• Be the voice of the customer and provide feedback to internal teams to improve EZRA's product and delivery

Reporting and insights

• Work in collaboration with Sales and rest of the account team to understand each clients' needs and priorities to optimize the reporting provided
• Align monthly reporting to show client progress towards achieving objectives, sharing successes and/or raising concerns to the account team to determine next steps
• Regularly align with Sales and the rest of the account team on approach to reporting calls to ensure client needs are met and Sales are able to build towards the next opportunity
• Generate coach and data insights, collaborating with EZRA’s Solution Lead team as appropriate
• Tracking of client stakeholder utilization of the EZRA Reporting Portal to support clients' engagement with the portal
• Partner with Sales to build regular Business Review presentations to support the overall account growth strategy

Revenue management, systems and invoicing

• Ensure clear revenue activation plans for clients with prepay balances, working with the account team and beyond to put plans in place where needed
• Contribute to the regional team’s revenue recognition targets
• Ensure data hygiene related to revenue forecasting activities
• Daily use of project management tool to ensure accurate and timely implementation of all programs
• Build out of online intake form data capturing mandatory data ahead of launch
• Coordinate billing instructions for finance to execute invoices
• Keep accurate tracking of where clients’ spend is against prepay balances

The CSM may be required to perform other duties as assigned by management,

outside of their normal scope of work.

About you:

• 3+ years of Customer Success or related corporate experience
• Experienced project manager with proven experience in a customer success role
• Willingness to work in a fast-paced start-up environment and comfort around operating with an element of ambiguity
• Critical thinking skills: ability to problem solve independently and quickly
• Confident, accurate and clear communicator
• Self-starter able to operate in a high pressure, deadline driven, virtual environment
• Ability to influence others without direct authority and, at times, challenge the status quo
• Proficiency in MS Office Suite
• Knowledgeable of marketing/sales messaging principles
• Passionate about clients and participants needs

What we offer:

• Your own world class coach
• Friends and family coaching
• 2 weeks work from anywhere
• Charity days
• Learning and Development Budget
• Weekly wellbeing hour

We are an equal opportunity employer dedicated to having a thriving, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more, and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Project Management

• Industries

  Professional Training and Coaching

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