StaffCircle® is a cutting-edge AI powered Employee Performance and Development platform. Our new Customer Success Engineer will be responsible for managing all the technical aspects of the relationship with our customers. This will include assisting with the technical training of our customers, providing first line support, and helping our customers and their users with the day-to-day operation of our platform. We are looking for an individual who is comfortable working with a complex SaaS solution and who can handle themselves in a charming and relaxed manner when speaking to customers. Our ideal candidate will be enthusiastic, hard-working and ready for the fast-paced world of SaaS.
Please note: this role is available for people currently living and able to work in the United Kingdom only, we will not respond to applications outside of the United Kingdom.
Job Title
Senior Customer Success Engineer
Location
Home-working UK based role with occasional travel to the Leicester office (you need to be domiciled in the UK)
Reports To
VP Operations
Working Hours
The role is for 40 hours per week. Working days and times are Monday to Friday, 8 hours a day between 9am and 5pm.
Job Overview
The Senior Customer Success Engineer will be responsible for managing all the technical aspects of the relationship with our customers. This will include assisting with the Technical onboarding of our customers, providing second line support to customer implementation managers, and helping our customers and their users with the day to day operation of our platform. We are looking for an individual who is comfortable working with a complex SaaS solution and who can handle themselves in a charming and relaxed manner when speaking to customers. Our ideal candidate will be enthusiastic, hard-working, and ready for the fast-paced world of SaaS start-up life!
As a senior successful customer success engineer you will be required to move across departments (implementation/support) which will be dedicated by the business needs & demonstrate your desire to execute and drive resolutions for customer as quickly as possible.
We are looking for an individual who loves dealing with customers, highly motivated and inquisitive, not afraid to dig into the detail and be comfortable working with a sophisticated SaaS solution.
Competitive Base Salary (£40k – £50k Depending on experience)
What is expected of you in your role?
* Successfully manage new and existing customers by understanding their needs and configuring the platform in a way that best serves them
* Perform regular Business Reviews with customers to ensure they are getting the most out of StaffCircle,
* Understand new and upcoming features and identify upsell opportunities based on their requirements.
* Manage customer renewals ensuring customer risk is managed proactively.
* Assist customers with general “How to queries” by referencing them to our knowledge base. Should you find the knowledge base to be outdated, make the edits to correct it when necessary.
* Work closely with the Product Team and assist them with any platform configuration changes needed on the customer’s behalf
* Proactively update the Head of Customer Success regarding their customer’s health and requirements from a technical perspective
* Where necessary handle inbound support queries via telephone, email, and chat using our HubSpot Ticketing system, work to diagnose and resolve the issue or take steps to reproduce the issue in order to raise with the development team.
What experience do you need to have?
* 2 years’ experience working in Customer Implementation or a Senior Customer Success role from a software perspective
* Experience working with complex B2B software solutions, experience with HR software would be an distinct advantage
* Strong capability in presentation, negotiation and problem resolution.
* Experience working with HubSpot and Jira would be an advantage
* Experience in engaging with C-Level customers
What do we offer you?
* Awesome company culture where we live our values
* Competitive Salary with quarterly performance bonus
* EMI Share Options Scheme – powered by Vestd and approved by HMRC
* The opportunity to be a central key player within a fast-paced environment
* Structured career development plan
* Working within an organisation which strives to recognise potential and develop individuals
* Flexible and remote working
* Holiday days that increase with tenure
* Team building and social gatherings
* Christmas holiday closedown
* Loyalty and referral schemes
* Awesome Pension platform with financial coaching included
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