Customer Engagement Manager - Godalming

Role Purpose

Support clients with implementation and adoption of the product functionality by knowing the product inside out and take a proactive role in making sure customers are equally enthused, this leading to business change within their organisations.

In addition, the team own all social interactions to organisation, ensuring help is provided and that content evolves in line with ongoing queries.

Main Responsibilities

Providing proactive customer support

• Consult with customers on how to best take advantage of software functionality
• Maintain the guides and training material to ensure its always current and follows the appropriate tone of voice
• Contribute thought leadership articles and video content, alongside other internal departments
• Measure customer adoption and engagement leading to proactive communication to improve performance
• Use the CRM system to keep up to date with customer activity, be aware of the which functionality customers are and aren't taking advantage of
• Encourage client to client interaction
• Become an expert in a specific aspect of the system and proactively contribute to content on that subject

Providing reactive customer support

• Respond to social comments (including gathering additional information where needed), triaging queries to spot trends and flag to the wider team
• Understand and work to company processes to ensure company are effectively managing expectations of customers
• Create content such as case studies or guides from the comments and trends
• Review CSAT survey feedback and communicate follow up actions to the consulting, account management and Customer Engagement team
• Be open to customer feedback and action or discuss with the team where appropriate

Internal engagement and support

• Support other members of the team
• Share information with your team and support others internally with anything related
• Proactively work with other internal departments to ultimately strengthen the customer experience the team provides
• Keep sight of and work in-line with set team objectives and strategy

Experience & attributes Required

• Strong written communications skills, with customers, team and stakeholders, that maintain a consistent conversational tone of voice, appropriate for an online forum
• Excellent attention to detail
• Ability to build relationships with customers through an online platform
• Ability to empathise, convey confidence and manage expectations
• Proactive in working with others across the business and looking at our market to pre-empt content requirements
• Experience in customer support and/or service
• Knowledge of technology and, ideally, SaaS solutions
• Ability to quickly develop excellent knowledge of a technical product, that evolves
• Know when something is over your head and are not afraid to ask for help
• A consultative mindset
• Conscientious individual who can source answers to questions from across the business
• Ability to work independently and as part of a team
• Must be organised and able to prioritise, multi-task, work under pressure and to deadlines
• Motivated, calm and show initiative
• Friendly with a good sense of humour
• Ideally, a basic understanding of HTML and javascript for troubleshooting

If you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.