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Customer Success Representative

Job Seekers United Kingdom Sales Commerce & Industry

Job Summary

  • Oxfordshire
  • Permanent
  • BBBH795611
  • Nov 05, 2021
  • £35k - £40k
Job Description

Morgan Mckinley are delighted to be working exclusively with an International Technology business who are seeing exponential growth!

Customer Success Representative

Permanent Position

Oxford - Hybrid working model

£34000 - £39000

Morgan Mckinley are delighted to be working exclusively with an International Technology business who are seeing exponential growth and subsequently are looking to hire an additional head to join the Customer Delivery & Support team.

The Role

The primary purpose of the role is to work proactively within the Customer Delivery and Support team

and across the company, to ensure that the customers achieve customer success postsales and post-implementation, supporting them to meet their goals and objectives.

You will report to the Global Head of Customer Delivery and Support based in the UK, with operational oversight from the Technical Lead (APAC). You will be expected to work effectively, under your own initiative, as part of the Asia-Pacific (APAC) team, collaborating with team members world-wide.

Key Responsibilities

  • Proactive customer care

o Regular customer outreach to agree how customers will make best use of current and forthcoming software features, identifying and implementing interventions, and problem solving to mitigate potential issues.

o Proactively discuss the product roadmap with customers, to capture use cases and user stories for inclusion in future releases.

o Monitor customer interactions, identifying themes and trends to make appropriate proactive communications or recommendations that will enhance the experience of multiple customers.

o Create, maintain, and communicate knowledge base information and known issues.

o Communication of patches, workarounds and documentation updates.

  • Responsive customer care

o Support case management and resolution in line with the service level agreement.

o Work with customers to answer their queries, including using screenshares, at user group meetings and during on-site visits.

  • Customer Success

o Second line technical trouble-shooting, following standardised investigation steps before passing onto a technical lead or a software developer.

o Providing customers with accurate and timely information by being fully conversant with all features of current and upcoming releases of the products and services,

o Developing the use of support case management capability (processes and systems) to provide the best service to customers.

o Update customer information based on the outcomes of customer care and team activities (e.g. software versions, active licenses, custom reports, patches provided etc.), and work with the account manager to ensure that customer information is always accurate and up-to-date.

o Escalate threats, issues, opportunities, success and failure, within and across the teams, to ensure they are addressed, communicated or used to achieve customer and company goals and promote the company.

o Maintain and use customer documentation, including customer success plans, to help deliver value to customers in every part of your role.

  • Help ensure the quality of the software and service that is delivered to customers

o Be involved in installation and documentation testing before a product is released to customers.

o Testing of software patches, upgrades and enhancements before delivery to customers.

  • Other ad-hoc duties related to the role.

Requirements

o Demonstrable experience and skills working within a software customer care/success role.

o Demonstrable experience and skills working directly with customers to understand and resolve their queries and enhance their experience.

  • Personal attributes

o Adventurous, trustworthy, collaborative and considerate.

o Calm, polite and patient.

o Attention to detail and ability to follow process.

o Ability to empathise and see things from the customer's perspective and what they are trying to achieve.

o Passion for continuous learning and improvement.

  • Competencies

o Excellent investigation and problem-solving skills.

o Excellent IT literacy.

o Excellent written, verbal and listening communication skills.

o Organised: ability to multi-task and manage own workload as part of a team.

  • Other

o Security clearance will be required for this post and will be arranged by the business.

o Willingness to travel to customer site as required, though you will be working as part of a virtual team, and agreeing cover as needed

o Flexibility, on pre-agreement, to participate in out-of-hours calls with team members and customers outside of your working geography.

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.

BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.

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Consultant Details

Consultant Details

Anneka Wilkins
Anneka Wilkins
  • Business Manager | Accountancy & Finance Recruiter
  • +44 0117 944 0601
  • awilkins@morganmckinley.com