Client Success Consultant

Client Success Consultant

Level - Graduate Level

Position: Full time - Permanent

Location: United Kingdom - Hybrid working

Reporting to: CS Team Lead for EMEA

Closing Date for Applications - Wednesday 15th January 2024

Who are Passle?

Passle is a rapidly growing enterprise SaaS company, offering a marketing-leading content marketing platform for global professional service firms which puts experts at the heart of the sales and marketing processes, enabling them to easily produce content and build relationships which drive growth. We enable knowledge-rich, time-poor professionals to create insights and establish themselves as the ‘go-to’ experts in their field. Our clients include some of the world’s largest and most prestigious law and professional services firms including Deloitte, A&O Shearman, DLA Piper, Linklaters, and Freshfields.

What does the role involve and what could you be doing?

You will be responsible for working closely with your clients to demonstrate how to get the most out of our product to benefit them as an organisation. Using a consultative and high touch approach, you will guide clients through the user journey, advising on best practice, lead on post-implementation engagement, ensuring strategic and operational integration, value and ultimately retention to help in the continued growth of Passle’s client base. You will deliver in-depth training and offer valuable insights to help them maximise their use of Passle. You will gather and articulate back your client successes using a range of mediums such as presentation, case studies, numerical data and testimonials. Ultimately, you will demonstrate yourself as being a highly trusted advisor to your clients, nurturing strong and healthy relationships with your stakeholders to drive engagement and contract renewal. Each and every one of us is responsible for evangelising our product and we’ll inspire you to do the same from day one.

For the right individual, you will be given ample training opportunities, not only from the moment you join with us but throughout your Passle career. Upon joining, you will come to learn the product intimately, as well as be introduced to the wider business and teams to get a thorough understanding as to how our business is structured and how the different teams work closely with one another.

For the right person, who demonstrates hard work and commitment, you will be offered exceptional progression opportunities, such as taking on and managing much larger client accounts with greater responsibility. We are also looking for future leaders, who would be able to manage new recruits to the Client Success team as our business continues to rapidly grow.

Your responsibilities shall include:

• Consult and train clients, virtually and face to face, to ensure they understand the value and are confident in using all aspects of the software and implementing it across the organisation
• Manage client accounts and deliver exceptional service to clients
• Ensure our clients success by helping them get the most out of the product
• Be a Brand Ambassador for Passle and help shape the business and tech
• Attend various networking events to engage with industry leaders, clients, and stakeholders
• Prepare regular feedback for clients on their progress with Passle, making recommendations where improvements can be made both in the short and long-term
• Gather and analyse data insights and present feedback to the clients in an engaging and inspiring way
• Advise, articulate, and present about Passle’s products and services
• Work closely with internal teams across wider Passle business (Commercial, Client Success, and Technical) to ensure clients have the tools they need to maximise their return on investment
• Work closely with clients to ensure Passle is built into their firms’ long-term strategy
• Liaise with technical team to manage clients’ technical queries
• Work with sales to discover new opportunities to expand/renew existing accounts

Who are we looking for:

We are looking to hire someone into this role who can demonstrate good commercial acumen and someone who comes with some prior Client/Customer service experience. The right person needs to demonstrate an interest in who we are and what we do. They must also really want to join a fast-paced, rapidly growing SaaS business and want to be an integral part in its continued success and business expansion.

We are looking for someone who can demonstrate intellectual curiosity, who is hungry to learn and up for a challenging and rewarding role. The role requires someone who is extremely hard working, who is customer-focused and someone who strives for nothing less than perfection in everything they do. We require someone who is a strong team player, who is kind, collaborative and supportive to the peers around them.

Alongside this, there are several other core skills, strengths and behaviours that would greatly benefit this role that we are keen to seek out:

• Recent graduate, or someone who has less than 18 months work experience
• Innovative mindset and interest in the Tech world
• Enjoys driving change and being disruptive
• Strong communication skills – able to engage in effective conversations with clients
• Consultative approach – able to work closely with clients, offering expert advice and guidance in a constructive and professional manner
• A natural relationship builder – able to quickly and confidently forge new relationships built on trust and honesty
• Detail orientated and analytical mindset – able to use data to analyse, fix problems and use as part of presentations
• A stickler for process and enjoys thinking of ways to improve things/processes
• Problem Solver – ability to think outside the box
• Ambition and keen for progression as our business continues to grow
• Self-starter attitude and success driven

What’s in it for me and how will Passle help me to succeed?

We are extremely focused on helping and supporting our employees to develop and succeed. To help achieve this, we offer full and extensive training upon your induction into the business. The successful incumbent will be working with real client challenges from day one, facing off to some high-profile names in the world of professional services. This person will be working with well esteemed colleagues and peers, who will share with you their wealth of knowledge and experience to support you in every step of your professional journey. They will be joining an already successful, fast-growing business which has huge ambitions and an exciting future across Europe & the United States. There are real opportunities for this person to come in and become a big influence in the continued success of Passle and help carve out an exciting road ahead for both themselves and the wider business.

In return for the hard work and dedication, Passle offers a generous package included competitive market rate salary along with the following:

• CS Bonus scheme
• Company Share Options
• 25 days holiday + Bank holidays
• Pension contributions
• Gympass Membership
• Cycle To Work Scheme
• Annual Training budget
• LinkedIn Learning License
• New Laptop & WFH Set up

About Us

At Passle, we believe in embracing diversity in all its forms and fostering an inclusive environment for all people to do their best work with us. We are an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, neurodiversity status or disability status.

Diversity and inclusion are a priority for us, so we need to attract the best talent and create an environment that supports and includes them.

Interested in applying?

The closing date for this vacancy is Wednesday 15th January 2025. If you are interested in applying, please make sure you have submitted your resume by the 15th in order to be considered for the role. Email - sarahm@passle.net

What does our interview process look like?

1st stage - 30 minute pre-screening with Head of People & Talent

2nd stage - 45 minute competency based interview with CS Team Lead

3rd stage - 1hr interview ( with presentation ) with Head of Client Success & Passle Co-Founder