The Essentials

  • Job title: Customer Success Manager (US)
  • Contract type: Full-time
  • Location: Boston (flexible remote and office-based work)
  • Salary: $54,000 OTE
  • Bachelor’s Degree or higher qualification

Previous experience in similar roles including Higher Education and/or Customer Success is preferable but we enjoy developing people so if this role feels right for you and you have other qualifications or experience to show your capability, we welcome your application.

About The Ambassador Platform

The Ambassador Platform (TAP) is the market leader in Experience Communication Management (XCM) technology for global education providers. Our product enables 100+ global Higher Ed providers to share an authentic digital insight into what the experience of being part of their institution is really like by allowing prospects to engage directly with ambassadors, through conversations and user-generated content. Every month our platform facilitates tens of thousands of messages between ambassadors and prospects.

Our culture

TAP is a fast-paced, entrepreneurial environment that is prone to quick changes. We operate a 'high trust, high performance, and high transparency' culture. Our key focus is on strong outcomes, where everyone is self-motivated and empowered to take responsibility and accountability for their own performance and the completion of work, but is given reasonable flexibility for the management of their own time. In conjunction with this there is high visibility around progress and outcomes across the company, and everyone is expected and encouraged to highlight areas of improvement. Above all, we value the people we work with, building strong and lasting relationships, always friendly, kind and approachable.

TAP is headquartered in the UK and has offices in London, Boston, Lviv, and Sydney. Find out what it’s really like to work with us by chatting to our friendly team and see what we get up to on Linkedin, and Twitter.

Impact

We’re looking for someone who will:

  • Own customer relationships in North America covering the entire customer journey from onboarding through to ongoing support and strategic conversations, reporting and delivering commercial revenue through upsell and renewals
  • Inform our Product Team of customer feedback and feature suggestions to drive the platform’s development. You will also have a key role working with our TAP Evangelist to educate customers and the wider sector about XCM, solidifying our position as thought leaders
  • Learn about and become an expert in XCM as you become an indispensable extension of the marketing and recruitment teams of our customers. You will also have close collaboration with our Product and Engineering Teams and global perspectives on the sector by working with our London and Sydney teams
  • Grow and nurture our North American user community, organize events for current customers, network and share best practices

Progress

  • Within 1 month you will have completed our supportive and comprehensive onboarding process and be a fully integrated team member
  • Within 3 months you will be managing your own customer base and ultimately helping positively influence the lives of thousands of prospective student users every month
  • Within 6 months you will be contributing to business development activities and our US expansion strategy

Perks

  • Flexible working focussed on outcomes to maximise your productivity
  • A calendar of wellness activities and incentives encouraging physical and mental wellbeing
  • 33 days holiday a year (including bank holidays);
  • Team activities including team trips overseas

Customer quotes

“...The team are highly skilled but more importantly just great to work with, finding solutions to barriers and making us feel like we are their number one client.”

“...Of course we love the platform, but your team is the real secret and each one of you deserves a genuine “thank you”. Not only are you always an absolute pleasure to work with, but your customer support and attention to detail is top notch. The work you’re doing behind the scenes to continuously improve TAP and add value for your partners does not go unnoticed.”