Client Success Specialist


Não especificado

FULL FABRIC – – is a London-based company developing technology for higher education. Our solutions are used by university staff, management, lecturers, students, prospective students and alumni. Join us in our mission to deliver great products to the higher education industry.

Client Success is more than just support. It’s about making our clients happy and helping them succeed. We’re looking for a Client Success Specialist who loves being on the front line, teaching people how to succeed, building their confidence and skills, and supporting them at every stage of the customer lifecycle. The Client Success Team combine a great level of technical knowledge with a true empathy for the customer, resulting in helpful guidance, timely assistance, and an extraordinary level of care that is a core value of our company.

As a Client Success Specialist you will:

  • Be the primary contact and advocate for hundreds of users across many institutions, interacting with users by email, chat and phone
  • Respond to client support inquiries in an accurate, timely, thorough manner resulting in high client satisfaction
  • Troubleshoot and navigate through software processes and bugs in an articulate and caring way
  • Take ownership of customers’ issues, problems or requests until resolution
  • Optimize our internal and external documentation
  • Drive new product features’ adoption and usage
  • Deliver training sessions to new users and existing users

We’e looking for people who:

  • Love writing, and can do so quickly and clearly (you need to be fluent and highly proficient in English)
  • Feel comfortable with technical concepts, have great analytical skills, and can explain how FULL FABRIC works to a range of audiences
  • Will empathize with users and quickly grasp the issues they’re facing
  • Happily take on new projects which involve researching to quickly become a subject matter expert, and driving them to completion

The ideal candidate should have:

  • Prior work experience, preferably in a technical services company
  • Previous customer facing experience
  • Excellent project management skills
  • Excellent communication skills via phone and email
  • Early adopter of software and tech-savy
  • Loves to help other people achieve their goals
  • Organised and detailed oriented
  • Ability to manage expectations and advise on marketing best practices
  • Outstanding command of the English language
  • A passion for new technologies and interest in the education sector

We’d love to hear from you.

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