Join The Changing Social Team

Location: United States (Remote)

Changing Social is a Microsoft 365 Adoption and Change Management Consultancy, with three distinct practice areas: Strategy and Change team, End User Adoption team and The Power Platform team.

The Customer Success Manager role sits within End User Adoption and is aligned to our Digital Champions and Citizen Developer University Programmes, with a key focus to drive the success of this programmes with our clients.

As a Customer Success Manager, you will be responsible for engaging with a number of our clients across the US specifically focused on driving forward the success of our programme. You will own the client accounts end to end, ensuring delivery success and helping secure continued relationships with the customer and Changing Social. You will also work with our Digital Champions and Citizen Developer product owner and our Power Platform team to shape the continuous improvement of the Digital Champions and Citizen Developer University.

The role of a Customer Success Manager also feeds into our sales team to help secure new business. You will also have line management responsibilities, looking after your digital champions community managers. You will be the first point of contact for all our clients, so we are looking for someone that has prior experience in an account management or customer facing based roles.

Your Experience:

• 2 years professional experience of working in an account management or similar role.

• Experienced in managing a team

• Organisational and project co-ordination skills are a must as you will be managing multiple accounts simultaneously

• The ability to identify opportunities for Microsoft technologies in large organisations.

• Experience in developing strategic customer success plans to achieve outcomes.

• Able to manage customer relationships at a senior level. You will be positive, engaging, and personable with a customer orientated mindset to manage some of the worlds most renowned and reputable organisations.

• Organised, highly communicative, with a meticulous attention to detail who is able to prioritise high volumes of work.

• A working knowledge of Microsoft 365 product suite and the benefits of using the tools

Role Description:

• Account Management and Strategy

• Complete ownership of Customer Success Plans, including case studies

• Provide project reports to internal and external stakeholders

• Run end of campaign reviews with external project stakeholders

• Identify additional requirements to increase upsell and cross revenue opportunities

• Run Bi-weekly account calls with each client and feed that back to internal stakeholders through working out loud.

• Pre/Onboarding of our clients

• Run kick-off and pre-boarding workshops and webinars

• Schedule ACM Webinars with community managers and product training with our training manager

• Draw up the delivery plan in line with campaign structure, signed off by the client

Line Management

• Provide structure, process and training to all community managers to ensure they are successful

• Engagement

• Oversee Community Management

• Oversee ACM training delivery and collect webinar feedback

• Reporting

• Analyse engagement data

• Update project milestones

• Report improvements to Head of Practice

Your Attributes:

• Outstanding communication skills are essential, you will be interacting with some of the most world’s most recognisable brands, and you must be an effective communicator, both written and verbal.

• Organised, highly communicative, with meticulous attention to detail who can prioritise high volumes of work and deliver at pace.

• Positive, engaging, and personable with a customer orientated mindset to manage some of the worlds most renowned and reputable organisations.

• Detail and results orientated, focused on customer success, and supporting Changing Socials business goals. With an ambition to grow, learn, develop, and work out loud.

• Is enthusiastic about, new ways of working, digital technologies, behavioural and organisational change. Comfortable talking to C-Level stakeholders and wider business audience

Please submit your CV and cover letter to [email protected]hangingsocial.co.uk

Salary Expectation: £35,000 – £37,000 per annum (dependent on experience) +
annual bonus scheme
Location: Bristol/Hybrid
Start date: ASAP
Role: Full-Time

This is an exciting opportunity for a Project Manager looking to grow and be part of an innovative consultancy. The role will be varied, fast paced, and offer significant learning and development opportunities for personal growth. You will be a pivotal part of the business’s growth in the coming months and years.

What the role will involve:

• End to end ownership of PMO activities for allocated Small – Medium sized Projects.
• Ensuring the smooth flow of information and communication between the Project and key internal and external stakeholders
• Monitoring and reporting – manage project controls, reporting to the Head of PMO on project status, develop status reports & keep project documentation up to date
• Planning and scheduling – supporting the Head of PMO with planning and scheduling
• Attending customer and internal project meetings to facilitate Project updates
• Stakeholder relationship management – engaging with a wide range of internal and external stakeholders
• Managing milestones and activities, ensuring that activities are being delivered internally and externally
• Risks & Issues – identifying and reporting on risks and issues during Customer engagements
• Supporting the Head of PMO with Project Admin activities

What the Project Support Officer should bring:

• Someone who is detail orientated, incredibly organised with a logical and systematic approach
• Strong interpersonal and communication skills with the confidence to liaise effectively internally and also with our Customers
• You are pro-active and therefore able to work on your own initiative and as part of a team, managing your time effectively
• Using Project Management skills to plan, schedule and support the coordination of delivery against tight time frames
• Prioritisation of personal workload, to meet tight and conflicting deadlines and being aware of workloads within the team and deadlines which may require support
• Excellent time management skills
• Knowledge of the Office 365 suite would be extremely advantageous (Outlook, Word, Excel, PowerPoint, SharePoint and Microsoft Teams)
• Previous experience in working in a Project Management environment would be advantageous

Please email your CV to [email protected]

Changing Social is a Microsoft 365 Adoption and Change Management Consultancy with three distinct practice areas: Strategy & Change, End User Adoption & the Power Platform. 

The Training & Engagement Manager role sits within our End User Adoption team, and aligns with our Digital Champions & Citizen Developer University programmes. The key focus will be to design and continuously develop these programmes, so they can be delivered on a wider scale. 

This role will be responsible for working closely with our global Customer Success Manager team, our training team and our Power Platform team. This person will work with these stakeholders to maintain and update the learning content for our world-class programmes, and ensure that our in-house apps are serving the needs of our clients. 

Your experience and skills 

1. You will have extensive experience with Microsoft products. Not just using them, but developing the practice of others. 
2. Previous experience working at Microsoft, or a Microsoft Partner, is highly desirable 
3. Experience using the Power Platform, particularly Power Apps, is desirable 
4. You will have delivered and designed learning & development programmes to a high standard 
5. A working interest in developing the soft-skills of others, including knowledge of relevant theories and opinions across a range of learning concepts. 
6. You will have exemplary written and oral communication skills, being able to align several departments and provide materials that our trainers can use easily. 
7. Growth mindset – you never settle and will always be striving to improve yourself and our programmes 
8. Excellent problem-solving skills. Successfully approaching the challenges that we face to engage and inspire our participants requires independent research, creativity and resourcefulness. 
9. Highly organised and able to adjust priorities effectively. Due to the evergreen nature of the Microsoft product that we work with, things sometimes change quickly! 
10. A self-starter 

Roles & Responsibilities 

1. This will be hybrid role. Regular in-person work will be required with the team in Bristol or London, particularly during the onboarding phase. 
2. Full curriculum design for the Digital Champions & Citizen Developer University programmes 
3. Curating M365 product webinar content to be delivered by trainers, and ensuring all content is kept aligned with the regular updates to the M365 ecosystem 
4. Curating content for Adoption & Change skill webinars to be delivered by trainers 
5. Review and audit apps and learning content related to the Digital Champions and Citizen Developer University programmes. 
6. Own the product roadmap with a compelling vision 
7. Upskill, mentor and coach trainers to develop delivery and presentation skills 
8. Review and audit apps and learning content related to the Digital Champions and Citizen Developer University programmes. 
9. Liaising with Customer Success Managers to consider customer feedback about the product, and make appropriate developments 
10. Liaising with the Power Platform team to improve the functionality and performance of our in-house apps 
11. Develop interesting, exciting communications that build and maintain engagement amongst learners 

If you do not tick all of the above boxes, but you still feel that you are a good match, we encourage your application. We love helping our people to grow at Changing Social, and this role is no different. 

What can we offer you? 

1. The salary range is £35,000 – £45,000 
2. Annual Leave: 20 days per year (January to December) Plus an additional day per year of  service (up to 5 years). The week of Christmas the office is closed to give us all a chance to rest and recuperate.
3. Bonus: 10% of annual salary (discretionary) Pension scheme: Changing Social contributes 3% of annual salary Socials
4. We aim to offer at least two full team meet ups / get togethers each year to keep us connected as a team (Winter and Summer). These are 
   opportunities for us all to get together and guide the strategic direction of  the business as well as, see each other in 3D and let our hair down.

To apply for this position, please contact Matt Walley ([email protected]) with an updated CV and a one-page cover letter to outline your suitability for the role.