Customer Success Specialist

About Claromentis

We’re a well-established software development company with a passion for delighting customers, building beautiful intranets and expanding our platform with innovative functionality. Our core values are consistently focused on clarity of communication, culture, quality, innovation, and nurturing talent.

The foundation of Claromentis is our staff. We believe that supporting what is unique about individuals and drawing on their different perspectives and experiences defines the way we run our business, our company culture, and our staff well-being. We constantly strive to create a productive environment that is representative of and responsive to different cultures and groups, where everyone has an equal chance to succeed.

We're a remote-first team, so we'll accept applications from anywhere in the UK & Europe (as long as it's within 1-2 hours of GMT/BST), as you'll primarily be working with our customers in this region.

Key Responsibilities:

Onboarding and Training:

• Act as a dedicated onboarding contact for your customer - Conduct thorough onboarding processes for new customers, helping customers to meet their specific requirements by an agreed launch date, whilst setting expectations and providing regular updates.
• Collaborate with internal and customer technical teams to assist with complex issues.
• Deliver comprehensive online training on our products and features, tailored to customer needs. You’ll need to become an expert on the ‘Claromentis’ digital workplace software. 
• Manage support tickets and change requests during the onboarding process.

Customer Relationship Management:

• Serve as the primary point of contact for our top-tier customers.
• Conduct quarterly check-ins and provide ongoing support.
• Identify opportunities for customers to get the most benefit from existing products or services.
• Gather customer feedback and advocate for product improvements.

Ongoing Support and Troubleshooting:

• Triage and resolve a mix of support, change or upgrade requests for mid and low-tier customers, escalating to other team members when necessary. Taking ownership of these tickets to ensure we consistently provide a positive customer experience.
• Analyse trends in support queries in order to form the basis of new knowledge base articles, documentation, user guides and videos to address these common queries proactively

Requirements

Essential Skills:

• A friendly, outgoing approach to customer service - the ideal candidate will be committed to client satisfaction and ensuring that all client interaction is a positive, engaging experience at Claromentis
• Previous experience in client-facing roles, maintaining and developing fantastic relationships with clients 
• Demonstrate an enthusiasm for providing online training through Zoom calls or Webinars to our customers. 
• Strong verbal communication skills and a positive telephone manner.
• Fluent in English with excellent written communication skills and have the ability to effectively communicate to a varied target audience. 
• A keen attention to detail and experience generating content or documentation to a high standard is a must.
• Comfortable working in a small team environment.
• A proactive and energetic approach to working, with the ability to manage and take ownership for customer requests and onboarding projects independently ensuring that each request is delivered by the teams they are assigned to.
• Experience using online applications such as Google Apps, Slack, Jira, Zoom.

Bonus points for:

• University degree or equivalent in a related subject.
• Past experience providing online training.
• Knowledge of how to create videos, training materials or LMS courses.
• A working knowledge of web-based technologies.
• Experience working with clients based in the United States.

Benefits

• Competitive Salary, up to £40,000 DOE
• Four-day working week. You'll get to take either a Monday or Friday off, every week!
• Be part of our friendly and inclusive culture
• Yearly training budget
• Flexible, remote working
• Pension (UK-based employees only)
• 20 days holiday entitlement with additional days after every year of service (up to five years)
• Private healthcare insurance (after 1 year of service) (UK-based employees only)
• Profit share (after 2 years of service, discretionary)