Customer Success Associate Job at International School of Monza

Customer Success Associate

International School of Monza

Location:
United Kingdom

Category:
Customer Service

Contract Type:
Not provided

Salary:

25000.00 - 27000.00 GBP / Year

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Job Description:

The Customer Success Associate plays a vital role within Academy21, managing customer accounts and supporting schools, local authorities, and educational partners who enrol students onto the A21 provision. This role focuses on delivering an exceptional customer experience, supporting student enrolment and course setup, and ensuring customers receive maximum value from the service. Working proactively with internal teams, the postholder maintains accurate data, resolves customer issues, conducts account reviews, and supports the operational processes that ensure vulnerable young learners can successfully access their education online.

Job Responsibility:

Manage day-to-day customer service for a designated region, responding promptly to telephone and email enquiries
Process student enrolments and provide ongoing support throughout their time with A21
Offer guidance, troubleshooting and mentoring for customer mentors, signposting additional support where required
Maintain accurate and up-to-date records using the company CRM, including status reports for all assigned accounts
Collaborate with the Business Development team on inbound sales activity and manage designated customer accounts
Work closely with Operations and Teaching teams to ensure effective processes and student access to provision
Contribute to the development and refinement of systems to improve departmental efficiency
Advise on student placement, educational pathways, timetabling and associated costs
Manage complaints in line with procedures and ensure appropriate follow-up
Participate in customer review meetings and provide CRM updates to support reporting and forecasting

Requirements:

Qualifications up to A Level, BTEC or NVQ Level 3/4 (administration qualifications advantageous)
Enhanced DBS clearance
Strong critical-thinking and problem-solving abilities
Excellent interpersonal and communication skills
Strong time-management and organisational skills
High level of computer literacy, including experience with CRMs and relational databases
Attention to detail and accuracy in data handling
Ability to work both independently and collaboratively in a remote environment
Awareness of the education landscape and experience supporting schools or students
A positive attitude, flexibility and the ability to adapt within a fast-changing, delivery-focused environment
Commitment to placing Academy21’s provision at the forefront of its sector

Additional Information:

Job Posted:
January 06, 2026

Expiration:
January 31, 2026

Employment Type:

Fulltime

Work Type:

Remote work

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