Customer Engagement Specialist

2 weeks ago


Manchester, United Kingdom Snaphunt Full time
About the Role

As a Customer Engagement Specialist at Snaphunt, you will play a vital role in ensuring our clients achieve maximum value from our products and services. You will be responsible for managing day-to-day client communications, supporting project initiatives, and collaborating with internal teams to drive customer satisfaction.

Key Responsibilities
  • Client Relationship Management: Develop and maintain strong relationships with clients across various accounts, from junior stakeholders to senior decision-makers, ensuring consistent and positive engagement.
  • Account Maintenance & Growth: Identify and support growth opportunities across client accounts by understanding and assessing client needs, preparing insights and recommendations for the Head of Customer Success.
  • Project Support & Coordination: Work alongside the Head of Customer Success and team members to facilitate the implementation of new client initiatives and paid projects, supporting activities such as:
  1. Running client meetings
  2. Maintaining project documentation and tracking progress
  3. Addressing potential risks and coordinating across teams to resolve issues
  4. Delivering regular status updates to clients and internal stakeholders
  5. Providing initial responses to inbound tickets and queries within a 3-hour response time, ensuring a streamlined follow-up process.
  6. Collaborating with the team to ensure client queries are addressed efficiently and comprehensively.
  7. Coordinating regular client touchpoints based on client categories, ensuring tailored communication strategies, preparation for meetings, documentation, and consistent follow-through on agreed actions.
About You
  • Customer Success Experience: Demonstrated experience in a customer success or client services role, ideally within a B2B SaaS or technology-driven environment, with a track record of contributing to account retention and growth.
  • Strong Analytical Skills: Proven ability to quickly consume and assess new information, apply existing knowledge and problem-solving skills to clearly articulate opportunities and solutions.
  • Top STEM/business degree: A relevant degree and/or experience working in an analytical role for a top-tier technology, finance, or management consultancy business.
  • Communication Skills: Effective communication skills to adapt to various stakeholders, set up and facilitate client discussions, and convey complex ideas in a clear, concise manner across different channels.
  • Organizational Skills: Proven ability to manage multiple tasks and maintain accurate documentation across numerous accounts, ensuring timely and reliable follow-up.
  • Project Coordination: Experience in supporting project delivery and collaboration across internal teams and external stakeholders, with strong attention to detail.
  • Resilience & Adaptability: Comfortable in a fast-paced environment, able to thrive with autonomy and handle challenges with a problem-solving mindset, flexible and able to adjust to changing client and business needs.
Salary and Benefits

The estimated salary for this role is £55,000 - £70,000 per annum, depending on experience. We also offer a comprehensive benefits package, including health insurance, retirement plan, and generous paid time off.



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