Customer Experience Manager

At Our Learning Cloud (OLC), we strive to provide schools with better technology that is efficient, affordable, and impactful. Our goal is to assist schools and MATs in making smarter tech decisions through cost-effective digital transformation, ultimately saving money and improving learning outcomes. We offer a range of services, including digital transformation subscriptions, AI readiness and integration programs, and managed IT services and consultancy, making us a trusted partner in digital transformation for education.

The Customer Experience Manager partners with schools and trusts using OLC’s technology services. The role focuses on enabling and guiding schools to achieve their goals through effective adoption of Microsoft 365, CoPilot, and other digital tools. You will co-create strategies, foster long-term relationships, and drive customer satisfaction, helping schools unlock their digital potential.

Key Responsibilities

Customer Partnership & Enablement

• Partner with schools to understand their goals and guide effective use of existing technology.
• Co-create tailored account strategies and action plans aligned to each school’s culture and priorities.
• Host webinars, drop-ins, and workshops to support technology adoption.
• Provide consultative guidance, enabling schools to implement solutions effectively and confidently.

Account Management & Strategy 

• Manage assigned customer accounts, monitoring engagement, adoption, and satisfaction. 
• Collaborate with internal teams (service delivery, technical, development) to implement customer-specific solutions. 
• Identify opportunities for upselling and cross-selling OLC’s products and services.

Escalation & Issue Resolution 

• Act as the main point of contact for customer concerns.
• Escalate and resolve issues in collaboration with service delivery and technical teams.

Customer Insight & Improvement 

• Gather and analyse feedback to inform service improvements. 
• Maintain CRM records and provide reports on engagement, satisfaction, and account health. 
• Work with teams to implement changes based on customer insights.

Your KPIs & Success Metrics

• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT)
• Account health and retention
• Execution of tailored action plans and strategies.

Required Skills & Experience

• Customer-facing experience in education or technology
• Strong interpersonal and communication skills
• Confident presenting in group settings (webinars, demos)
• Organised, proactive, and relationship-focused
• Familiarity with Microsoft 365, Teams, OneDrive, and CoPilot
• Comfortable working remotely and managing multiple customer priorities.

Highly Desirable:

• Be based in the East Midlands/Nottingham area
• Experience working with schools or MATs
• Knowledge of cloud-based IT solutions
• Teaching or training experience in a digital context
• Interest in continuous learning, attending relevant training or conferences.

Our Culture

We value flexibility, collaboration, and continuous learning. We foster a positive, inclusive environment where every team member can thrive and contribute ideas. We are committed to work-life balance, professional growth, and supporting our people to succeed. Applications are welcomed from all backgrounds and experiences.

Summary

• Salary of £40,000 per annum
• Mid-level management position with mapped career progression
• Location is remote with occasional site visits across East Midlands area
• Benefits inc. optional private health cover, generous annual leave, etc.