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An enthusiastic Customer Success Manager with preferably previous experience in Onboarding is needed to join the team at this growing startup specialising in project management software for architects and engineers on a remote (work-from-home) basis. A part-time work schedule is also negotiable.
You will be responsible for guiding new clients through a seamless transition to our platform; delivering an exceptional onboarding experience and ensuring clients are fully equipped to use the platform and driving long term relationships and success.
You'll need a strong sense of initiative and a deep understanding of both the platform and customer needs. In addition, you will provide frontline client support and assist with general inquiries from existing customers.
This is an excellent opportunity to work on a remote (work from home) basis whilst progressing your career!
About the Company
They are a rapidly growing SaaS platform designed specifically for professionals in the built environment. Their mission is to empower architects, engineers, and other industry experts to manage their projects more efficiently, streamline operations, and ultimately grow their businesses. If you're passionate about helping customers succeed and enjoy working in a fast-paced, growth-driven company, this is the place for you.
Required Experience:Â
- Experience in B2B SaaS environment (preferred)
- Customer advocate - building trust and guiding clients to improve engagement with the software
- Problem solving skills - strategic, solution-oriented mindset to understand customer challenges and guide them to the right tools/solutions
- Excellent communication skills - lead onboarding sessions, including at the C-suite and director levels
- Customer empathy - ability to innovate and adapt based on customer needs
- Excel proficiency - handle large data sets and reformat historical client data
- Familiarity with Project Management or the Built Environment (a bonus)
Key Responsibilities:Â
- Primary point of contact for assigned clients, guiding them through a high-touch onboarding process to ensure a quick time to value on our platform
- Conduct in depth training sessions on system features and functionalities
- Address client questions and concerns, providing expert guidance on setup, configuration, and maximising platform benefits
- Proactively identify opportunities for process and platform improvements and sharing feedback with internal teams
- Identify opportunities for cross-selling and upselling with a commercial mindset
- Perform various administrative and support tasks to streamline onboarding operations.
- Respond promptly and professionally to client tickets
- Use product knowledge to troubleshoot issues, provide timely solutions, and address inquiries
- Collaborate with internal teams to escalate and prioritise critical client issues.
- Expert resource for clients experiencing product difficulties
- Guide clients through problem-solving processes, ensuring their understanding and providing reassurance throughout
- Follow up with clients to ensure that their issues have been resolved satisfactorily and provide ongoing support when needed
Sounds interesting? Click the APPLY button to send your CV for immediate consideration.
Candidates with previous experience or job titles, including; Client Success Manager, Customer Relationship Manager, Customer Satisfaction Manager, Client Satisfaction Executive, Customer Experience Executive, Account Success Manager, User Success Representative, Customer Retention Executive, Client Services Executive, and Customer Support Manager may also be considered for this role.
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