Social network you want to login/join with:
Customer Success Support Specialist, Telford
Location: Telford, United Kingdom
Job Category: Customer Service
EU work permit required: Yes
Job Reference:
5259725f89ad
Job Views:
4
Posted:
21.03.2025
Expiry Date:
05.05.2025
Job Description:
Are you passionate about education and customer success? At Wizcom Tech, we’re looking for a Customer Success Support Specialist to ensure our customers achieve their goals with our innovative solutions. Drawing on your experience in Literacy, English, and/or SEND support or teaching in any key phase, you’ll play a key role in onboarding, training, and supporting customers, fostering long-term relationships, and driving customer satisfaction.
If you love working closely with people, advocating for their needs, and helping them succeed, this is the perfect role for you!
Key Responsibilities
* Onboarding & Training: Guide customers through onboarding, deliver tailored training, and ensure effective solution adoption.
* Customer Advocacy: Serve as a trusted advocate, gathering feedback and collaborating with internal teams to enhance the customer experience.
* Support: Provide empathetic, professional responses to inquiries, troubleshoot technical issues, and resolve complex cases with clear communication.
* Engagement Monitoring: Track customer health metrics, proactively address concerns, and identify opportunities for growth.
* Process & Product Improvement: Apply your educational insights to refine strategies, improve processes, and enhance product usage.
* Cross-Team Collaboration: Work with Sales, Marketing, Product, and Account Management teams to ensure seamless customer journeys and support.
Key Performance Indicators
* Achieve an 80% customer retention rate from trial to full adoption.
* Conduct at least two proactive touchpoints during every customer trial.
* Onboarding & Documentation: Map and document all customer journeys for smooth onboarding.
* Create and maintain up-to-date support materials.
* Product Adoption & Support: Deliver tailored training sessions to boost product understanding.
* Respond to customer inquiries within agreed SLAs.
* Process Improvement: Regularly implement customer feedback to improve products and processes.
* Ensure all support resources remain current and relevant.
Requirements
* At least 3 years of experience in Literacy, English, and/or SEND education.
* Proven ability to build meaningful customer relationships and deliver exceptional service.
* Outstanding verbal and written communication skills to present complex concepts clearly.
* Creative and proactive problem-solving abilities.
* Quick learner with the ability to explain technical solutions to a non-technical audience.
* Experience in customer success or support roles.
* Proficiency in Microsoft 365 and CRM platforms.
* Strong project management skills for task prioritisation and execution.
25 days holiday (which increases by 1 day every year on your anniversary)
#J-18808-Ljbffr