Lead Customer Success Engineer

London, England, United Kingdom · Product

Description

Lead Customer Success Engineer

Department: Product

Reporting to: Head of Product Management

Type of Contract: Permanent

Working Pattern: Full time

Location: London, Camden and you must have the right to work in the UK

ABOUT FUTURELEARN

FutureLearn is transforming access to education and is one of the world’s largest social learning platforms.

Based in London’s Camden Town, we offer online courses, programs and degrees run by over 100 leading universities from around the world including UCL, University of California Berkeley, University of Edinburgh, University of Melbourne, King’s College London, Purdue University and University of Groningen. We also work offer online courses from specialist education providers including CIPD, UNESCO and the Raspberry PI foundation.

Our vision is a global community, where everyone learns together and enjoys access to the education they need to transform their lives. Our award-winning platform helps by provoking conversation around the course material, so that learners and educators learn as much from each other as from the material itself.

Since our launch in September 2013, we’ve run hundreds of courses that have attracted over 7.5 million learners from all over the world and we've seen over 19 million enrolments on our open online courses and are now working with our partners to pioneer a more modular and accessible approach to studying full degrees.

We are continuing our expansion as we make this journey from offering short online courses, through micro credentials to full online degrees and working with employers and governments to reduce skills gaps. The pace of this change is reflected in extremely rapid growth of our revenues.


ABOUT THE ROLE

The Lead Customer Success Engineer provides expert support about our platform to our most engaged partners who are using FutureLearn to deliver credentials, from microcredentials to full masters degrees.

They engage with our partners from early in the sales process, through integration to launching credentials on the platform and then support them ongoing as their goals evolve and help them make use of FutureLearn’s latest capabilities.

They work with our partners to understand their needs and evangelise about how these can be met using FutureLearn’s existing products and services and provide advice about best practice in how to deploy them. They build close relationships with our partners IT teams and support initial set up and integration using our APIs and their ongoing use.

They provide first line technical support to protect the product development teams from day-to-day distractions and provide the teams with insights about how our product can better meet the needs of our partners.

The Lead Customer Success Engineer is also responsible for developing and designing the processes and materials that will enable us to scale our support and customer success activities as more partners offer credentials without needing to grow the team proportionally.

We’re looking for someone with experience who will complement our existing Customer Success Engineer who will be able to develop, support and line manage them. They will report to the Head of Product Management.


KEY RESPONSIBILITIES

Requirements

Essential:

Desirable:

Benefits

APPLICATIONS

Please submit a CV and cover letter. On your cover letter please clearly explain how you meet the essential skills and experience criteria mentioned in the requirements specification section of the job description . This will help us determine your fit for the role and increase your application's chances of success.

The closing date for application is on 26th June at midnight UK time.


RECRUITMENT PROCESS

Please contact [email protected] if you require any reasonable adjustments or alterations to be made, to support you through the recruitment process.

FutureLearn is an equal opportunities organisation who value diversity, promote equality and challenge discrimination. We are especially keen to encourage applications from people currently under-represented, including those from the LGBT+ community, neurodiverse people, people with disabilities, and those from a Black, Asian or Minority Ethnic background.


DIVERSITY STATEMENT

We value diversity at FutureLearn, and we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, neurodiversity, marital or disability status.

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