Technical Customer Success Executive
Based in Leatherhead with on-site parking and hybrid working option
9am to 5.30pm, flexible working hours available
£33k to £40k plus 20 days holidays plus BH increasing annually, pension, socials, team lunches, drinks fridge and much more!!
Are you ready to make a significant impact in the digital world?
My client is seeking a Technical Customer Success Executive to join their new and fast-growing platform. This role combines account management and technical support, working within an innovative start-up, backed by an established and highly successful digital organisation.
This is your chance to join a dynamic team and help partners navigate the exciting journey of digital transformation!
You will be at the forefront of my client's mission, serving as the primary contact for new and live accounts. Your role will be crucial in ensuring smooth onboarding and implementation, making every step of the process seamless and efficient. If you're passionate about customer success and have a knack for technical guidance, this is the perfect opportunity for you!
Key Responsibilities
* Lead Onboarding: Manage the end-to-end implementation process for new clients, ensuring clear timelines and smooth transitions.
* Technical Guidance: Assist clients in preparing their archives and assets for the platform, guaranteeing high-quality output.
* Administrative Coordination: Maintain accurate records, manage schedules, and track progress against milestones. You'll be the organisational backbone of each implementation!
* Onboarding Design & Process Improvement: Design and continuously refine onboarding processes that enhance the journey
* Product Advocacy: Represent the customer's voice to the product team, translating feedback into actionable insights.
* Training & Education: Create and deliver structured onboarding programs, including documentation, webinars, and 1:1 sessions, ensuring clients maximise their platform experience from day one.
About You
* Experience: Experience in SaaS onboarding, implementation, or customer success (experience in Media/Publishing is a plus).
* Tech Literacy : Comfortable with digital assets (PDFs, APIs, CMS tools) and project management software.
* Communication Skills : Exceptional written and verbal English, with the ability to explain technical concepts to creative teams.
* Problem Solver : Proactive in finding workarounds and suggesting long-term solutions to challenges.
* AI Awareness : A basic understanding of AI tools and their impact on digital publishing workflows. Curiosity about automation and AI is a must!
Why Join Our Client?
* Be part of a product-first team that genuinely values customer experience.
* Enjoy flexible working hours and the option to work from home one day a week.
* Make a real impact as the organisation scales and evolves in a fast-paced digital industry.
* Competitive salary between £33,000 - £40,000 annually, with opportunities for growth.
If you're enthusiastic about helping customers succeed and thrive in the digital landscape, we want to hear from you! Join our client in revolutionising the publishing world, one onboarding process at a time.