Robert Walters is working in partnership with a Global market leading SaaS Technology business. They specialise is designing and developing bespoke software and streamlines projects, enabling Real Time tracking for global customers and users.
They have experienced considerable growth, onboarded new clients and secured competitive bids - expanding its presence globally. They are now keen to appoint a Client Excellence Team Member, to ensure customer achieve value from their software through implementation, training and ongoing success management.
As a Customer Excellence Representative, your primary responsibility will be to deliver solutions and provide comprehensive training to users. You will work closely with sales teams, product developers, and other stakeholders to ensure a seamless and positive experience for customers.
Key Responsibilities:
* Deliver solutions to customers, ensuring all requirements are met and expectations are exceeded.
* Deliver training sessions to customers, both onsite and remotely, to ensure they fully understand and can effectively use our products.
* Conduct outreach to existing customers to ensure the software has been fully adopted and promote additional features and improvements.
* Troubleshoot customer problems or issues that arise during the use of our products or services, especially during the initial period.
* Educate customers about new features or updates to existing features.
* Assist customers in evaluating new solutions or technologies that may benefit their business needs.
* Review customer data to identify opportunities for upselling additional products or services.
* Collaborate with other Customer Excellence Representatives and internal teams to provide appropriate assistance and ensure customer satisfaction.
Objectives:
* Delivery: Meet customer needs and expectations by teaching them features that help achieve early value. Deliver solutions within a good timescale and according to sales outlined value.
* Account Escalations: Respond to alerts, red flags, and critical or overdue actions promptly to manage issues before they escalate.
* Upsell/Cross-Sell Campaigns: Promote additional products to enhance the customer experience and achieve cross-sell through business development with existing customers.
Desired Skills:
* Account management experience.
* Project management experience.
* Experience in delivering training sessions,
* Experience with customer engagement
* Experience of Digital, Software, Construction or SaaS industries
If you're an ambitious Customer Excellence Team Member looking to make your mark for an industry leader, we want to hear from you.
For further information, please apply with an updated CV and contact Ajay Hayre on (see below).
Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates