Customer Success Manager, Education

About Us

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find an empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.

Our commitment to diversity and inclusion in the workplace

At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

FT Professional

As part of the Financial Times, one of the world's most respected brands and news sources, we at FT Professional work to help our customers get more from Financial Times journalism – through additional resources, curated news, and productive tools. We proudly serve over 7,700 businesses, governments, and education institutions, equipping users with specialist knowledge and tailored insights to help them make the best strategic and commercial decisions in an unpredictable global environment. FT Professional is entering a new exciting chapter in its growth journey - with an ongoing focus on developing our existing offering along with crafting new stand-alone and complementary products for our customers. 

Job Purpose

An opportunity to join the fastest-growing business unit at the Financial Times. The Customer Success Manager, Education, will drive engagement and awareness of the FT digital group subscription among higher education clients and prospects in the UK. You will advise customers in the education sector on how to make the best use of the FT to meet their academic outcomes.

Main Duties and Responsibilities

• Build professional relationships with customers and demonstrate an understanding of their institutional goals and challenges

• Provide successful, high-quality customer journeys for Higher Education subscriptions, covering trials, onboarding, and account reviews

• Work with customers to agree on plans to drive adoption and engagement with the FT. Regularly review plans and progress against goals with clients

• Meet with faculty to integrate the FT within learning programs and support integration with learning management systems

• Coordinate and run on-campus and virtual events, including promotion and logistics. Work with the marketing teams to produce relevant materials

• Coordinate with clients on Single Sign On (SSO) roll-out and training needs, facilitate required demos and webinars (virtual and on-campus)

• Report on key performance indicators within your accounts and make proactive recommendations on standard processes and ways to optimise how we work

• Deliver regular communication (digital and in-person) to regional and global colleagues on takeaways and best practices

• Keep up to date with the education industry and engage with editorial team members

This would be a great opportunity for someone starting their career in Customer Success where they will have opportunities to learn and develop their Customer Success skills.

Qualifications / Competencies / Skills / Experience

Essential 

• A curiosity about Customer Success and experience working in roles that increase customer satisfaction, adoption, and retention

• Evidence of building strong relationships with stakeholders and navigating client organizations effectively.

• Demonstrates a high level of initiative and self-motivation in a results-driven environment

• Excellent communication and presentation skills, both written and verbal evidence of working collaboratively to achieve results

• Delivers a high standard of quality and accuracy

Preferred

• Interested in working with Education clients

• Knowledge of Salesforce

What’s in it for you? Our Benefits

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), medical cover, enhanced parental packages, subsidised gym memberships and Giving Back opportunities. Full details of our benefits can be found here.

Further Information

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, [email protected] and a member of our team will be happy to help.

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