Customer Success/ Onboarding Specialist (SaaS)
A global technology company is looking for an experienced Customer Success/ Onboarding Specialist to join their team on an initial 6-month assignment in London/Hybrid, with a salary of £125-£165 Umbrella.
The successful candidate will engage customers through various forms of in-person and video engagements to drive the best relational experience for customers.
Responsibilities:
1. Manage customers through an assigned book of business, including both new and long-standing users.
2. Be accountable for the retention and growth of your customers.
3. Build and foster relationships with key decision makers and stakeholders across multiple customer teams.
4. Engage customers in strategy conversations to derive maximum value from their investment.
5. Define what success means for your customers and produce detailed plans outlining a roadmap to achieve success and share in accountability for their success.
6. Monitor customer health and create risk mitigation plans where needed.
7. Resolve customer inquiries by aligning customers with the right resources.
8. Develop and share best practices with team members to continually improve our processes' quality, effectiveness, and efficiency.
9. Partner with different teams to 'solve for the customer', including onboarding, Product, and contract management.
10. Promote the growth of your install base by uncovering, scoping, and qualifying opportunities where customers can use more products and services.
11. Understand technical roadblocks and make recommendations on solution implementation and core integration to overcome them.
Skills/ Experience:
1. 3+ years experience in a client-facing/account management role.
2. Business savvy with consultative, problem-solving, and issue resolution skills.
3. SaaS experience.
4. Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution.
5. Motivated self-starter who is hungry to learn and can provide strong examples of achieving results while balancing demanding expectations.
6. Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations.
7. Ability to build and maintain relationships, manage expectations, and identify issues that require escalation.
8. Knowledge of Email Marketing or the aptitude to learn it quickly and independently.
9. Excellent phone, written, and verbal communication skills.
10. 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 organization, 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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