Customer Success/Onboarding Specialist

2 weeks ago

London, United Kingdom Huntress Search Ltd - IT Recruitment Full time
Job Description

Customer Success/Onboarding Specialist (SaaS)- London/Hybrid- 6 months- £125-£165 Umbrella

A global technology company are looking for an experienced Customer Success/Onboarding Specialist to join their team on an initial 6 month assignment. The successful candidate will be expected to be engaging customers whether it's virtual or in person. This means you will be expected to engage in various forms of in person and video engagements that require your full presence to drive the best relational experience for customers.

Responsibilities:

  • Manage customers through an assigned book of business. Some of your customers will be new, while others may have been users for several years.
  • Be accountable for the retention and growth of your customers.
  • Build and foster relationships with key decision makers and stakeholders across multiple customer teams
  • Engage customers in strategy conversations to derive maximum value from their investment
  • Define what success means for your customers and produce detailed plans outlining a roadmap to achieve success and share in accountability of their success
  • Monitor customer health and create risk mitigation plans where needed
  • Resolve customer enquiries by aligning customers with the right resources
  • Develop and share best practices with team members to continually improve our processes' quality, effectiveness, and efficiency.
  • Partner with different teams to 'solve for the customer', including onboarding, Product, and contract management.
  • Along the way, you will get to know the software incredibly well and help your customers fully adopt the platform.
  • Promote the growth of your install base by uncovering, scoping, and qualifying opportunities where customers can use more products and services to ensure customer retention and growth
  • Understand technical roadblocks and make recommendations on solution implementation and core integration to overcome them

Skills/Experience:

  • 3+ years experience in a client-facing/account management role Business savvy with consultative, problem solving, and issue resolution skills
  • SaaS experience
  • Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution.
  • Motivated self-starter who is hungry to learn and can provide strong examples of how they have achieved results while balancing demanding expectations
  • Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations
  • It's easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation.
  • Knowledge of Email Marketing or the aptitude to learn it quickly and independently is required.
  • Excellent phone, written, and verbal communication skills. Familiar with presenting strategy verbally in person, over the phone, and in email.
  • The ability to thrive in a fast-paced environment

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

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