Who are we?
Come and Meet the Founder in this 1 minute video, where you'll get a firsthand glimpse into who we are and life here at Commusoft.
Our global mission statement:
From the side project of an entrepreneurial university student to an award-winning global company, Commusoft continues to evolve and have a positive impact in the field service software market. Since 2006, we’ve not only transformed our own services and offerings, but we’ve transformed the business operations of thousands of service companies who rely on our software every day.
Our dedication to being a positive presence stretches far and wide, underpinning the entire journey that Commusoft employees take our clients on. Starting with making sure we only sell to businesses that can benefit from our solutions, to comprehensively supporting clients from day one, and always being open and transparent with our community - these commitments ensure sustainable growth for our clients and Commusoft alike. And none of it is possible without our hardworking and forward-thinking team.
Our department mission statement:
This role sits in the Client Operation’s team, where we focus on creating long-lasting, positive relationships with our clients. Our online reviews regularly reference the service and success team as a primary reason why Commusoft is a leading SaaS provider.
The Client Success Product Training and Onboarding Specialist is at the heart of this team - providing on-going training, 1-2-1 assistance and onboarding to our clients; ensuring our clients can use Commusoft to its full potential and ultimately are happy with our product.
Inclusion and belonging at Commusoft:
Our clients come from all walks of life and so do we. We draw upon our talented and diverse team of different cultures, backgrounds, and life experiences to ensure the success of our business. We have a ‘culture-add’ mindset rather than ‘culture-fit’ when it comes to our hiring process and we intend to genuinely drive transformational change when it comes to diversity, inclusion and belonging. If you're eager to take clients on a journey and help transform field service businesses for the better, you’ll be at home at Commusoft.
We are looking for:
An excellent communicator with experience providing software/SaaS product training to multiple clients. You will have experience providing exceptional customer service with a consultative approach and a positive can-do attitude.
We are looking for a collaborative individual who has a thirst to learn and develop within our growing team.
What you’ll do:
- End-to-End Client Engagement: Take ownership of the entire client journey, starting from their initial onboarding experience, guiding them through their usage of our product, and ensuring a seamless renewal process.
- Structured Client Training: Develop and deliver well-structured training programs tailored for both new and existing clients, enhancing their proficiency and confidence in utilizing our software effectively.
- Trusted Strategic Partner: Cultivate strong relationships with clients, positioning yourself as a dependable and strategic advisor. This role involves understanding their unique needs and aligning our product solutions to their overarching business objectives.
- Proactive Client Interaction: Initiate proactive outreach to clients, conducting periodic business reviews. This engagement aims to uncover additional value our product can bring to their operations and to address any questions or concerns they might have.
- Leveraging Product Insights: Utilise valuable insights from product data to orchestrate targeted campaigns. These campaigns will not only increase client engagement with various product features but also enhance overall product adoption.
- Consultative Issue Resolution: Approach client interactions with a consultative mindset, assisting them in overcoming challenges and reaching their desired outcomes. This involves providing practical solutions and guidance.
- Client Health Monitoring: Regularly monitor and assess the health scores of your clients. For those facing difficulties, formulate tailored plans to re-engage and guide them towards success with our product.
- Collaborative Upsell Identification: Collaborate closely with the sales team to identify potential upselling opportunities. Leverage your comprehensive understanding of clients' needs to suggest additional services or features that could benefit them.
- Knowledge Base Enrichment: Contribute to our knowledge base by creating informative training and educational materials. These resources will serve to empower clients and provide them with self-help solutions when needed.
Your skills and values:
- Software/SAAS product: You’ve provided client training and onboarding for a Software or SAAS product for 1-2 years
- Tools/systems: You've used customer success tools like Totango or Churnzero to manage your client accounts and keep track of client health scores.
- Excellent communication: With clients and colleagues across the globe, it’s important to have excellent verbal and written skills and show interest and empathy in the people you interact with
- Technically savvy and inquisitive: our product is evolving. We are looking for someone who is keen to learn, use and understand all the product’s features so that our customers can get the best from our software
- Exceptional: You’re committed to showing up each day as the best version of yourself as well as being the best customer service advocate you can be
- Open: To new ways of working, learning and creating the best possible environment for you, your clients and your team members
click here to find out more about the role and apply
- £28-35,000 basic salary
- 23 holiday days (plus UK bank holidays)
- £50 monthly gym contribution
- Pension contribution
- Free snacks at our brand new modern workspace next to Elephant & Castle station
- cycle to work scheme
- Learning opportunities for structured courses outside of Commusoft
- Hybrid working model (10 days per month in the office)
Please note we cannot provide visa sponsorship for this role