Client Success Consultant

Recruiter
Suzanne Hendrick Ltd
Location
Twickenham, Greater London
Salary
£30000 - £35000/annum Plus bonus and benefits
Posted
15 Jun 2017
Closes
15 Jul 2017
Contract Type
Permanent
Hours
Full Time
My client leads the world in the development and sale of cloud based management software, on a Software as a Service (SaaS) model. They employ more than 300 people worldwide, and are seeking a Client Success Consultant to join their highly motivated and dedicated team, where you will be provided with the best training, equipment, mentoring and support in order for you to be successful.

POSITION PURPOSE

Responsible for developing and maintaining excellent customer relationships and ensuring they gain maximum benefit from the adoption of the software.

POSITION RESPONSIBILITIES

Software knowledge
• Develop and maintain an outstanding knowledge of the Software
• Engage with Product Manager to ensure early visibility of new features
• Communicate workarounds, best practice or other advice with Helpdesk, Implementation and Sales teams as appropriate
• Respond to queries from Helpdesk, Implementation and Sales teams as applicable
• Gather feedback from clients on the product for Developments
Reactive engagement
• Monitor usage stats to identify where customers are struggling or not using and contact as appropriate
• Respond to negative NPS & Client Satisfaction surveys remotely or on site if applicable
• Assist and correct unsuccessful implementations
• Monitor helpdesk usage reports and contact clients requiring additional support
Proactive engagement
• Contact the client post installation to ensure client is using the product correctly and provide guidance where required
• Schedule and conduct regular touch base activity with customers
• Schedule and conduct remote or on-site meetings
• Conduct webinars and record videos to showcase new features and best practice guidelines

PERSON SPECIFICATION

• Exceptional organisational skills and self-discipline
• Positive and professional attitude
• An understanding of small law firm’s culture and expectations
• An aptitude for quick learning
• An understanding of Solicitors Accounts Rules and double entry book-keeping
• Knowledge of Xero
• An in-depth knowledge of Word, Excel and Outlook
• Superb communication skills, both written and verbal
• A passion for technology
• Car owner with full UK licence

Due to the high level of response, Suzanne Hendrick Recruitment will only be able to make contact with those individuals who are short-listed for the role. If you haven’t heard within 5 days of applying please assume that your application has been unsuccessful