Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.
Role Summary:
The role is responsible for building and maintaining strong relationships with our buyer community, growing strategic, lasting and successful partnerships, with a particular focus on the adoption of the Tender Management product set.
In this role you will drive and support platform adoption to increase usage in the UK, and ensuring we achieve our goal of adding value to our network of over 60,000 UK Suppliers, both from within the existing customer base, and supporting new business acquisition.
Job Responsibilities:
Customer onboarding
1. Develop a comprehensive understanding of the customer needs and business objectives, building a personalised adoption plan that supports their business and increases customer advocacy.
2. Complete the initial set up of the platform to meet the customer requirements, configuring users, segments and supply chains.
3. Provide comprehensive training and onboarding to support the customer.
Reporting & Analysis
1. Rigorously monitor and adhere to key performance indicators (KPIs), analyse results, and adjust strategies accordingly.
Pre-sales support
1. Provide support to the Customer Account Managers during pre-sales engagements, sharing your product and subject matter expertise.
Driving Adoption
1. Serve as a subject matter expert for platform use and support, demonstrating and educating on platform functionality to ensure they are getting maximum value from their membership.
2. Champion and demonstrate new product features both internally and externally, communicating and demonstrating them to release additional value for the customer and equipping commercial teams with the knowledge to succeed.
3. Help our customers in using our technology over the phone, online, over email and in person (where required).
4. Respond efficiently to customer feedback, support requests and queries in line with defined SLAs providing customers with advice, training or solutions.
5. Act as the voice of the customer and provide feedback to the Senior Management and to the Product teams.
6. Liaise closely with development teams to ensure customer issues are reported and dealt with in a timely manner.
7. Proactively monitor customers’ adoption and activity, applying a mindset of continual improvement.
8. Work collaboratively within the Buyer Success and Commercial Team, contributing ideas and strategies to raise the profile of Once For All and onboard new customers.
9. Work collaboratively with the Customer Account Managers, Marketing, Sales Operations and Inside Sales teams to maximise all adoption / customer advocacy opportunities.
10. Support the customer through organisational change management, equipping teams with the skills and knowledge necessary for successful change adoption.
Knowledge, Skills, Experience and Qualifications:
Someone with:
1. A minimum of 1 year customer facing experience in a SaaS based environment.
2. Proven experience working in Customer Success, Pre-sales, Customer Experience, Support, or other customer facing roles.
3. Exceptional communication skills, and the ability to clearly explain complex processes to customers in a straightforward way.
4. Strong problem-solving and diagnostic skills with an analytical approach when working with data.
5. Strong commitment to accuracy and a high level of attention to detail.
6. A passion for working with customers in a commercial environment.
7. A naturally inquisitive mind to understand why things work the way they work and what drives excellent customer outcomes.
8. The ability to find solutions to customer issues and complaints.
9. The ability to learn quickly, prioritise and perform effectively under pressure.
10. Proven track record of being dependable, organised and following through on commitments made to internal and external stakeholders.
11. A love of technology, computer literacy, and a good knowledge of relevant software (e.g. CRM software) and telephone systems.
12. The ability to enjoy working in a growing, changing, fast paced environment.
13. A desire to achieve continuous professional improvement.
14. Natural team player abilities, who is also able to work individually.
What we offer:
As well as a career in a fast paced environment within a expanding business, we also offer the below benefits as standard:
1. Wellness fund or *Private Medical Insurance (dependent upon role)
2. Pension
3. Life Assurance x 3
4. 25 days holiday plus 8 Bank Holidays
5. Ongoing continual professional development (CPD)
6. Holiday purchase Scheme up to 5 days
7. 1 paid and 1 unpaid volunteering day
8. Team and company offsite events
9. Specsavers eye care voucher
10. Free Tea, Coffee and fruit every week – Basingstoke office
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