Juniper Education Group

The Role Customer Success Manager Welcome to Juniper Education, where our mission is to champion educators, empowering them to shape future generations. We're more than just a support system; we're the driving force that propels schools and Academy Trusts to new heights. With our proven school education management systems and services, we address a spectrum of needs, ensuring excellence in education. In the education and tech industry, your work directly influences the lives of students and educators. Whether you're developing cutting edge educational technology, supporting school leadership teams directly or designing solutions to enhance the learning experience, you could make a lasting and positive impact on the future. Our mission statement says it all: We look after you, so that you can look after our children. Dedicated to our core values, we are committed to: Empowerment: Equipping everyone with the tools, intelligence, connections, and freedom to make informed decisions, recognised and respected by all. Purpose: Supporting everyone to reach their highest potential, thereby enabling all children to achieve theirs. Passion: Because we love what you do, you're at the heart of everything we do. Innovation: Delivering meaningful solutions with expertise and creative thinking to influence the ever changing world of education. Collaboration: The cornerstone of our success as it enables us to collectively harness diverse perspectives and strengths, ensuring that together, we achieve more than we could ever do alone. Every voice counts! About the Role As we continue to expand our offering and welcome new customers, this is a great time to move into Success and play a key role in supporting retention, adoption, and long term engagement. If you're passionate about building relationships, solving problems, and showcasing value, we'd love to hear from you. The Customer Success Manager is responsible for engaging with our Service customers, who may show signs of cancelling their subscription or becoming disengaged. You'll have meaningful, empathetic conversations to uncover concerns, highlight new product improvements, and present tailored solutions to help retain customers and reduce churn. You'll collaborate closely with colleagues across Sales and Support to resolve issues and deliver an outstanding customer experience. Key Responsibilities Proactively contact customers who have requested cancellation or shown signs of disengagement Hold empathetic, solution focused conversations to understand dissatisfaction and address concerns Present retention strategies and highlight platform value, including new features, product enhancements, and win back offers Educate customers on resources, training, and updates such as reports, improved navigation, and new functionality Collaborate cross functionally to solve customer pain points and ensure a seamless experience Document customer feedback and share actionable insights to inform product and service improvements Track and report on key metrics, including churn rate, win back success, and customer sentiment Help deliver a customer experience that builds trust, loyalty, and long term success What We're Looking For Excellent communication and active listening skills - you build rapport quickly and confidently Proven ability to turn around at risk accounts and handle sensitive conversations with empathy Comfortable presenting value propositions and commercial offers tailored to customer needs Analytical mindset - you're curious about the why behind churn and how to prevent it Target driven, resilient, and motivated by achieving meaningful customer outcomes Familiarity with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, HubSpot) is a plus Why This Role? This is an exciting time to move into Customer Success as we continue to grow and evolve our platform and bring even more value to our customers. You'll be at the heart of ensuring that users get the most from our products - and that they stay with us long term. We look after you, so that you can look after our children.

The Role Software Trainer Welcome to Juniper Education, where our mission is to champion educators, empowering them to shape future generations. We're more than just a support system; we're the driving force that propels schools and Academy Trusts to new heights. With our proven school education management systems and services, we address a spectrum of needs, ensuring excellence in education. In the education and tech industry, your work directly influences the lives of students and educators. Whether you're developing cutting edge educational technology, supporting school leadership teams directly or designing solutions to enhance the learning experience, you could make a lasting and positive impact on the future. Our mission statement says it all: We look after you, so that you can look after our children. Dedicated to our core values, we are committed to: Empowerment: Equipping everyone with the tools, intelligence, connections, and freedom to make informed decisions, recognised and respected by all. Purpose: Supporting everyone to reach their highest potential, thereby enabling all children to achieve theirs. Passion: Because we love what you do, you're at the heart of everything we do. Innovation: Delivering meaningful solutions with expertise and creative thinking to influence the ever changing world of education. Collaboration: The cornerstone of our success as it enables us to collectively harness diverse perspectives and strengths, ensuring that together, we achieve more than we could ever do alone. Every voice counts! We're seeking an enthusiastic and personable Software Trainer with a strong focus on Website or MIS systems and school administration to support schools in getting the most from our platforms. This role is ideal for someone who understands the realities of school administration, enjoys helping others, and can explain systems clearly and confidently in an online environment. You will design and deliver engaging training that enables school staff to use our administrative tools effectively and efficiently, playing a key role in ensuring a positive and supportive customer experience. Key Responsibilities Deliver live online training sessions to school administrators, office staff and school leaders Create clear, engaging e learning modules and supporting resources Explain systems, workflows and administrative processes in a clear and accessible way Support schools to improve confidence, accuracy and efficiency when using our systems Adapt training delivery to suit different roles, experience levels and school contexts Contribute to the ongoing development and improvement of training materials About You Experience or a strong understanding of Website platforms, MIS systems and/or school administration Confident, engaging and approachable when presenting on camera Excellent written and spoken English, with strong attention to detail Able to break down technical processes into clear, practical guidance Highly organised with strong time management skills Comfortable working in a fully remote role Reliable, proactive and committed to delivering high-quality training Enthusiastic, positive and motivated, with a strong customer first mindset Interview process 1st stage Interview 2nd stage Interview We are committed to a fair and comfortable recruitment process, so if you require any reasonable adjustments during your application or interview process, please reach out to a member of the team at Juniper Education Benefits Day 1 right to company sick pay Enhanced annual leave entitlement Opportunity to purchase additional leave Entitlement to carry over leave to next entitlement year Day 1 access to24/7 GP & prescriptionservices Day 1 access to rewards platform Cycle to work scheme Enhanced maternity & adoption pay Day 1 access to employee assistance platform Funded development/Qualification opportunities Voluntary health care cash plan Voluntary private medical insurance Plus more! Please note:We are unable to provide visa sponsorship at this time.