Junior Client Support Specialist
A growing SaaS company in the retail technology space is seeking a Junior Client Support Specialist to lead customer onboarding and support initiatives. This role offers the opportunity to work with international markets, including the UK, Ireland, and North America, and play a key role in the growth of the organization.
This role is ideal for candidates with a background in software support or customer success who are eager to help clients thrive in their use of innovative retail management software.
The ideal candidate will be passionate about customer success, skilled in software support, and ready to help clients integrate, onboard, and maximize the value of a leading retail management platform.
Key Responsibilities
1. Customer Integrations & Onboarding: Assist customers in successfully integrating the platform into their operations, ensuring a seamless onboarding experience.
2. Training: Provide hands-on training to customers, equipping them with the knowledge to fully utilize the software’s features.
3. Support: Respond to customer queries via phone, email, and webinars, offering clear guidance and solutions.
4. Customer Relationships: Build and maintain long-term relationships with users, acting as a trusted advisor.
5. Product Expertise: Develop a deep understanding of the platform to effectively demonstrate its capabilities and solve customer challenges.
6. Success Planning: Collaborate with customers to develop tailored success plans, ensuring retention and satisfaction.
7. Travel: Be available to travel occasionally to support customers during key phases, such as go-live events.
8. Feedback Loop: Liaise with internal teams to provide customer insights and suggest product improvements.
9. Data Management: Track and analyze customer engagement and usage metrics to inform strategies and drive retention.
What You’ll Need
1. A Level 6 or higher qualification in a technical field or equivalent experience.
2. Ideally one or more years of experience in customer onboarding, SaaS, or software support roles.
3. Familiarity with ERP systems or retail order management software is a strong advantage.
4. Excellent interpersonal and communication skills, with the ability to work with customers of varying technical expertise.
5. A background in software support or experience in the retail/furniture industry is desirable.
6. A proactive and problem-solving mindset, with strong organizational skills.
7. Willingness to learn the platform thoroughly to provide comprehensive support and training.
8. Flexibility to travel internationally as required.
What’s On Offer
1. The opportunity to work with a growing SaaS company serving international markets.
2. Competitive compensation.
3. Equipment provided, including a laptop.
4. Professional development opportunities, such as conferences and training.
5. A dynamic and supportive team environment.
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