StaffCircle
is a cutting edge cloud based Employee Success Platform which combines Employee Development, Performance Management and Employee Engagement into an all-in-one system. This helps businesses improve the overall performance, productivity and engagement of all their employees (desk and front line) whilst materially reducing attrition.
Poor performance management and lack of progression impacts employee engagement, which promotes lower productivity and creates a negative experience for workers resulting in a lower overall business performance. For us at StaffCircle, it is important that we help our clients see how small changes can make big impacts and introduce them to a better way to manage the performance & development requirements of their employees.
To help organisations navigate the new skills based economy, StaffCircle is the first company in the world to develop and release a AI powered 1-Click competency framework builder - essentially reducing L&D build time from 1 year down to 1 day or less.
We are looking for a stand out
Customer Success Engineer
to join our team. If you are looking for an exciting, rewarding, and challenging role in an innovative and fast paced business then you have arrived at your destination.
Please note:
this role is available for people based (domiciled) in the UK only. Also please respond to all questions in the application.
Role Title
Customer Success Engineer (CSE)
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
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 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 Technical Support or 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
Basic experience in HTML, APIs,JSON and jQuery / JavaScript would be an advantage.
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
Wellbeing rewards
Perkbox
Private Healthcare
Loyalty and referral schemes
Awesome Pension platform with financial coaching included
Please follow this if you wish to apply: Click on the registration link and supply a covering letter explaining why you are a good fit and your CV.