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Customer Services - Support & Training
Reed Business Information
REE00B8P Requisition #

Customer Success Manager – XpertHR

Award winning online HR information provider, XpertHR, is looking to recruit a Customer Success Manager.

XpertHR is an award-winning online product developed specifically for the HR professional. Established in the UK in 2002, XpertHR was voted online product of the year in 2004 and has quickly established itself as the leading online resource for all HR information needs.


XpertHR’s Customer Success team plays a key role in proactively driving user engagement through a range of training and customer focused activities. In addition to focusing on customers, the team works in close partnership with the wider sales teams, marketing, content and technology teams and is at the heart of this successful business.



To train subscribers and build effective relationships with key account contacts:

·         Onboard all new accounts and, together with the client, build a customer success plan to achieve the client’s goals.

·         Ensures that product and market knowledge is of a high standard to enable delivery that meets customers’ needs effectively.

·         To not only give excellent customer service but also to enable upsell whenever appropriate.

·         Provides effective training and support to clients.

·         Builds effective working relationships with contacts at for the purpose of delivering ongoing training and onboarding of new users

·         Supports the wider sales teams in identifying customers needing support or assistance and effectively resolving issues.

·         Assists the sales team in setting up new customers, identifying and delivering required services.

·         Complies with XpertHR sales systems.

·         Working alongside users to ensure that they are successful and get a return on investment from using XpertHR.


To keep the wider sales teams fully informed of usage performance and training and functionality developments:

·         Maintains customer database efficiently and accurately.

·         Reports to the Customer Success Team Leader on training and customer activity delivered.

·         Monitors the website and development pipeline to ensure understanding of the key functionality available and coming soon and ensures awareness in the wider sales team.


To train new starters within the XpertHR Sales team

·         Assists with the onboarding of new starters giving training and mentoring as required.

 - Able to influence over the telephone
 - People orientated, excellent listening skills
 - Able to build relationships over the telephone
 - Able to build relationships both external and internal
 - Able to acquire an effective working knowledge of XpertHR, the market, competitors and customers
 - Good time management
 - Strong organisational ability
 - PC literate
 - Commercial acumen
 - Knowledge of customer products
 - Demonstrable understanding of sales proposition
 - Understanding of RBI procedures and ways of working
 - Multi-tasking/deadline oriented
 - Highly motivated

About Reed Business Information:

Reed Business Information provides information and online data services to business professionals worldwide. Customers have access to our high-value industry data, analytics, information and tools. Our strong global products and services hold market-leading positions across a wide range of industry sectors including banking, petrochemicals and aviation where we help customers make key strategic decisions every day.  RBI is part of RELX Group plc, a world-leading provider of information solutions for professional customers across industries.


RBI are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

RBI General Benefits Package:
 - Pension Scheme
 - 25 Days Holiday
 - Paid Charity Days – 2 days per year
 - Life Insurance (4x salary)
 - Save As You Earn Share Scheme (SAYE)
 - Competitive Salaries

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