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Technical Support Engineer

2 months ago

UK, UK, United Kingdom Homely Full time

Join Our Team as a Customer Success Manager


Are you passionate about building strong relationships and driving business success? We are seeking a dedicated Customer Success Manager to be the primary point of contact for our installer partners.


About Homely

At Homely, we're dedicated to shaping a zero-carbon future with our innovative technology. Our smart solutions make it easier for both installers and customers to transition to heat pumps, providing an exceptional heating experience at the most competitive cost.


What You’ll Be Doing

In this role, you will provide ongoing support to our network of installer partners. You will work directly with clients to solve their problems and ensure their satisfaction throughout their relationship with us. Additionally, you will collaborate closely with other team members to address customer questions and concerns promptly.


Key Responsibilities

  • Foster Installer Growth & Retention: Establish clear objectives to enhance installer engagement and satisfaction.
  • Support Onboarding: Assist installers with setting up their accounts and onboarding.
  • Support End-Customer Handover: Work with the team to create effective collateral for handing over our product to end-customers effectively.
  • Develop Training Materials: Collaborate with technical sales to create educational content and training courses.
  • Set Up Effective Self-Serve Platform: Collaborate with the team to create the necessary collateral for effective self-service for both installers and end-customers.
  • Promote Product Value: Consistently highlight the benefits of our products and services, encouraging upsell opportunities.
  • Enhance Customer Satisfaction: Address and resolve any customer complaints or concerns, providing feedback to improve our products, marketing, and technical sales.
  • Manage our service support function: Operational oversight and management of the service support desk, including support as required.


Requirements and Skills:

  • A minimum of 3 years of work experience as a Customer Success Manager or similar role (e.g. Service Support Engineer), ideally within an installation and/or tech environment.
  • Demonstrable experience in promoting value through customer experience.
  • Exceptional ability to communicate and foster positive business/installer relationships.
  • The ability and confidence to understand and explain technical products and systems, ideally including the installation of hardware.
  • Accountability and personal organisation are essential.
  • Experience in managing a diverse group and training each according to company standards.


Other Requirements:

  • Availability to work from the Manchester office 2-3 days per week.


What We Offer

  • Competitive salary
  • Contributory pension
  • 25 days holiday plus bank holidays
  • Cycle to Work Scheme
  • Health cover
  • Choice of equipment, including a laptop
  • Training support
  • Regular social events


Join us at Homely and be part of a dynamic team dedicated to delivering exceptional value and customer satisfaction


Salary: Up to £40,000 per annum, depending on experience.


Industry

  • Services for Renewable Energy


Employment Type

Full-time