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4 Jul 2023

Full-Time Customer Success Associate

lyndsey@authentise.com – Posted by lyndsey@authentise.com –  London, England, United Kingdom

Job Description

We (a group of ~20 in 3 countries looking to disrupt the way products are engineered and made) are looking for a hybrid of support and project implementations partner to join our team. The role entails taking full charge of several clients’ adoption of our tool (training, managing customization development cycle, understanding challenges and addressing them). You are in full charge of the delivery timeline and empowered with product autonomy and impact on prioritisation to do whatever it takes to make that happen.

You are also responsible for the customer as they mature on the platform. That means answering bug tickets, regular check-ins, continued training and upselling to new modules.

Here’s a list of tasks you can expect:

  • support the launch and rollout of a new SaaS offering
  • onboarding new customers
  • training new users
  • capturing feedback and all requirements, and preparing resulting development tickets
  • prioritising development work
  • maintaining multiple ongoing customer relationships with a Customer Service focus to get the answers to the customers that need them
  • updating clients on status
  • providing feedback from customers back to development team
  • designing new features to address feedback
  • some pre-sales activities including supporting the answering of RFP questionnaires and demoing parts of the system.
  • developing training materials, levelling up our training techniques and capabilities for multiple software products
  • advising/consulting customers on new requirements/additional modules

The perfect job for a career in project management for those with proven success at interacting with customers. Having said that, it’s a role you can grow with as it touches many different aspects  – product, sales, scrum etc. 

Requirements: 

  • You will have interests that stretch from design to user experience, but most of all delighting customers. 
  • Must have additive manufacturing exposure, preferably metal. 
  • Interest in supporting new software entering new use cases and companies
  • Strong writing and verbal communication skills 
  • Excellent attention to detail 
  • Ability to work independently and also collaborate with others 
  • Very organised (you don’t lose track of tasks)
  • Strong critical thinking skills 
  • Familiarity and comfort in serving customers and their needs 
  • Some kind of professional work experience: can be internships.
  • Timelines are important so you’re proud of having overcome hurdles in the past to meet (business or personal) objectives on time.
  • Most important of all is that the client trusts you, so honesty and a straightforward attitude will be key

Nice to have:

  • Ideally having experience with the launch and rollout of a new SaaS offering
  • If you have a little sales in you, it won’t go amiss as you can help upsell those customers you’re already working with.

We can sponsor UK visas and will do so for the right candidate.

Note: We may be small, but we take our commitment to a diverse workplace really seriously and measure our success rigorously. Diversity of thought, background and action makes us better so you would be doing us a favour by applying if you consider yourself from a diverse background even if you don’t quite hit all the requirements above. Maybe add a short note. And if you have any feedback about how we could change our outreach, positioning, or requirements to attract more diverse talent, we would be delighted to hear from you.

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How to Apply

Apply via our website: https://www.authentise.com/company-overview

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 20,000 - 40,000.

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