Group of clients, guiding them through every step of their journey with us. You\'ll support them via email, phone, and Teams meetings, helping them get set up, answering any questions, and ensuring they are maximizing the value of our system. Described by our team as "rewarding" and "varied," this role allows you to truly make a difference in helping our clients succeed. As a key player in Customer Support, you will be at the heart of our business, directly contributing to client retention and growth. A solid understanding of Microsoft apps like Outlook and Teams is helpful, along with experience using other software tools, such as CRMs.
Responsibilities
* Be the go-to point of contact for your clients, building strong and lasting relationships.
* Resolve queries, provide expert guidance, and tackle challenges with efficiency and care.
* Lead new client onboarding, delivering engaging software training through video calls.
* Track client progress and keep organized notes, ensuring smooth communication every step of the way.
* Drive client retention and growth, assisting with renewals and identifying opportunities for upselling.
* Collaborate with technical and development teams to address complex issues and share valuable feedback.
* Keep clients informed and excited about new features and updates as they roll out.
* Experience in customer support, client success, or customer service roles.
* Ideally, experience in B2B service or sales is a plus.
* Strong communicator-friendly, professional, and highly organized.
* Comfortable navigating software and eager to learn new systems.
* Proactive problem solver with a helpful attitude and the ability to manage your own workload.
* Bonus if you\'ve worked with SaaS products or have experience with IT/CRM systems.
Qualifications
* Experience in customer support, client success, or customer service roles.
* Strong communication and organizational skills.
* Comfortable with software and quick to learn new systems.
About the role / Benefits
* We are one of the largest UK-headquartered business management software providers, serving 160,000+ small and mid-sized organisations across Europe, USA and APAC.
* Access offers a blended approach to office working and a focus on developing your success plan with opportunities to accelerate your career.
* Competitive salary, 25 days holiday (increasing with tenure), and a matched pension scheme.
* Additional benefits to suit you, plus a charity day to support a cause that matters to you.
* Inclusive environment focused on equality and diversity.
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