Customer Success Representative

Customer Success Representative- Digital Theatre+

Who are we?
Digital Theatre+ is used by over 4 million students in over 3000 schools, colleges and universities around the world. Currently unrivalled in the education market sector and with ongoing investment, we are growing our team and operate with the spirit of a highly entrepreneurial scale up . We believe the arts are for everyone, not the few, and we want to bring live performance into every classroom and library, along with tools and content.

Although this has been a rollercoaster of a year, the EdTech industry is an expanding market and we are uniquely situated to help shape how educational institutions use technology to enhance a student’s learning experience in the digital age (both in the classroom and remotely). Digital Theatre+ has adapted particularly well to the ‘new normal’ and has introduced a hybrid remote first working model. Whilst you will have access to an office based in Chicago, you will have added flexibility to help you maintain a healthy work-life balance. Note: We are open to this being a fully remote role.

Who are you? 
You will be responsible for ensuring our client base continues to renew their subscription to our platform and that we continue to guarantee a high account and revenue retention rate.  This role will be phone/email based initially, with the potential for face to face meetings in time. Speaking with the senior leadership team, librarians and heads of departments within educational institutions across the world, you will advocate the innovative power of DT+, enabling students across the globe to unlock their full potential. You will be a pro-active self-starter, as well as being process driven and well organised.

Digital Theatre+, being a scale-up business, is ever-changing and constantly evolving. We are looking for those who do not fear change, but relish in it! Come and join a creative team dedicated to providing an excellent service to those who will benefit from using our product. 

In the role, you will be responsible for:

• Renewing clients on a daily basis and ensuring they are comfortable using the DT+ platform 
• Reviewing data for our growing customer base to ensure each customer is successful and that usage of the platform is high
• Working with others in the team to build pricing strategies and new/ingenious ways to reach customers
• Calling all end users (Heads of Drama/English Literature, Librarians, university Faculty) to drive engagement with, and usage of DT+ content
• Assisting others in the customer success team to support the customer journey from beginning to end
• Expanding our end user base by locating new points of contact within subscribing institutions and referrals 
• Building relationships with a pool of clients that have agreed to either speak to other schools or can give us a testimonial 
• Creating various reports for the Retention Manager including forecasting renewals vs. cancellations
• Collecting information on clients who have cancelled and working out strategies to try and win them back
• Understanding the content on the platform and relaying that to renewals to help their decision making.
• Working alongside our legal counsel to prepare amended contracts where needed

To support and inspire you, you will have:

• A phenomenal product 
• A highly knowledgeable and respected Content and Publishing Department
• Strong partnerships with all exam boards, key industry stakeholders and major arts organisations.
• The knowledge that we have had a 35% improvement in exam grades and 36% increase in student employability within the arts industry

You should apply if you have:

• Experience in a phone, customer support based environment
• Highly articulate communication skills with an impeccable phone manner
• Strong listening and analytical skills
• Drive, passion and focus

Desirable:

• Drama / English Graduate
• Education background 

Not sure if you should apply?

Digital Theatre+ cares deeply about our customers and our employees alike. We provide a human approach, by carefully listening to their needs and reacting appropriately. We work collaboratively to ensure a positive working environment and underpin everything we do with the aim to make things more efficient and more enjoyable. We are innovative, forward-thinkers striving to build the perfect team and prioritising ongoing development and career growth. We’d love to hear from you if you care about theatre and education and could see yourself working with us.

We are building a balanced team in an inclusive environment and we welcome applications from all backgrounds. Our benefits include 25 days holiday (plus public holidays and an additional day off on your birthday), 24/7 access to an EAP wellbeing platform and counselling, enhanced maternity/paternity leave and a social committee that runs an end of year retrospective as well as organising a variety of culture-building events and socials.