Senior Customer Success Analyst

About us

At Arbor, we’re on a mission to transform the way schools work for the better.

You’ve probably seen the headlines. Heavy workloads, constant change, admin pressure on teachers and staff at every level… sometimes it feels like this is just part and parcel of school life today. But it doesn’t have to be this way.

We passionately believe that there’s a better way to work. And it starts by giving everyone the right tools and technology for the job.

We’re building a platform and products we believe in - as well as a strong, diverse team of experienced specialists, ex-teachers and Edtech engineers passionate about making a difference to the sector.

Ultimately, we’re here to help make our schools and trusts stress a little less, and focus on what matters most - improving the lives of teachers and outcomes of students everywhere.

About the role

Our Support team are rapidly growing due to internal progression and development and the increase of schools adopting the Arbor product. As a Senior Customer Success Analyst you will help to onboard, train and mentor new starters to the support team as well as ongoing training on product knowledge.

You will be passionate about seeing new members of your team grow and develop as well as enjoy putting together guides, materials and be a source of knowledge for the wider team. You will also act as an escalation point for more complex queries, meaning you are still very much on the front line dealing with our customers!

Core responsibilities

• Be a role model for best practice by providing excellent first line support to customers.

• Own the plan for onboarding Analysts working closely with the TL to help facilitate successfully passing probation

• Coach and mentor team members, ensuring they feel supported and have the required knowledge to resolve support queries.

• Identify knowledge gaps and training needs within the team and work with the TL to address these

• Design, plan and deliver training in line with business needs

• Ensure queries/complaints are resolved for clients within service level agreements (SLAs) and that the customer is satisfied with the resolution.

• Identify where client accounts may be at risk and relay information to the Project Team or Account Manager to produce clear mitigation plans when needed.

• Work closely with all relevant departments ensuring all necessary relationships are maintained, allowing free communication of ideas and information that may affect our customers.

• Identify customer pain points and feed this back to relevant stakeholders.

• Identify and proactively share key themes arising from calls and emails.

• Presence in both Leeds and Lincoln offices for collaboration.

About you

• Outstanding communication and interpersonal skills.

• Passionate about coaching and mentoring others to support their development.

• A proactive approach to addressing customer queries.

• A right first-time attitude with a passion for delivering excellent customer service.

• Ability to work effectively within a fast-paced, and results-oriented culture, demonstrating strong operating instincts, organisational skills and discipline

• Excellent knowledge of our products and how they add value to our customers

What we offer

The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:

• A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!

• 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas

• Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay

• 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life!

• Access to services such as Calm, Bippit (financial wellbeing coaching) and Health Assured (Employee assistance programme)

• All of our roles champion flexible working and we are happy to discuss what this means to you!

• Social committees that plan team, office and company wide events to bring people together and celebrate success

• Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)

• Volunteer with a charity of your choice for a day each year

• Dog friendly offices!

We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at careers@arbor-education.com.

Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice.

Arbor Education is an equal opportunities organisation

Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively encourage applications from people of all backgrounds.

Refer a friend: Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simply email: careers@arbor-education.com

Please note: We are unable to provide visa sponsorship at this time.