Engagement Manager

Our Academy was launched in 2019 to address two key issues: the lack of skilled junior talent and diversity within the tech industry. Our course is free for students because we believe in the ability, not just the ability to pay. Since then, we have helped over 200 people develop the skills, experience and networks to become future tech leaders.

This role is perfect for an ambitious and experienced commercial engagement, key accounts, or customer success manager looking for an exciting challenge within a dynamic talent solutions business. The ideal candidate will thrive in a start-up environment and be prepared to contribute to rapid company growth. Demonstrated experience in delivering top-tier service while ensuring customer satisfaction is essential. The successful candidate must effectively communicate and present value-based services to our customers and associates.

Key Responsibilities:

Customer Success Management (50%) :

• Onboarding and Engagement: Ensure a smooth onboarding process for customers, understand their needs, and create tailored engagement strategies.
• Customer Engagement: Collaborate with clients to understand their business and people challenges and develop tailored solutions.
• Relationship Management: Develop and maintain strong relationships with key stakeholders, acting as a trusted advisor and strategic partner.
• Feedback: Run business reviews, demonstrate service value, and seek feedback to improve the customer experience and to
• Strategic Growth: Identify opportunities for business growth and drive new business development initiatives by understanding customers' evolving needs and challenges.
• Cross-selling: Leverage relationships to generate cross-sell leads, promoting additional products and solutions that enhance overall value.
• Metrics and Reporting: Track and report on key customer success metrics (KPIs), including customer satisfaction, retention rates, and product usage, and regularly update the leadership team on customer health and success initiatives.

Associate Management (50%) :

• Associate Success Management: Manage and support associates, ensuring a seamless onboarding process and ongoing development through tailored learning pathways.
• Performance and Development: Conduct monthly one-on-one meetings and appraisals and create action plans for improvement and career development.
• Issue Resolution: Act as the first point of contact for associate queries, resolving performance, safeguarding, and pastoral concerns.
• Transition and Offboarding: Manage clear communication during transition periods, ensuring seamless transitions and offboarding.

Metrics of Success:

• Account Growth
• Associate retention
• Extension and permanent conversion rates
• Employee satisfaction (OV tool)
• SLAs for issue resolution and transition periods

• Strong relationship-building and communication skills
• Adaptability to the individual needs of both customers and associates
• Focus on customer satisfaction and growth, understanding commercial impact
• Process-driven with attention to detail
• Ability to prioritise and multitask in a fast-paced environment
• Proactive, resilient, and passionate about junior tech talent
• Alignment with core values: care, ambition, and humility

Join us to impact the success of our associates and clients significantly!

• Employee-Owned Business
• Hybrid flexible working model
• Clear progression path
• Quarterly business incentives and Monthly team incentives
• Gym Membership
• CBT therapy and mental health support
• Pension Scheme
• Discounted Bupa dental & medical cover
• Hypnotherapy
• 24hr healthcare support hotline

What are the Standards & Expectations we live by?  

• We support each other to be as successful as we can  
• Treat others how you would like to be treated  
• We put our teams before ourselves  
• We think and act on what is best for the overall business