Technical Success Consultant, Commusoft
£35-39k
More information about location
1-3 days a week in office
Field service management software
Be an early applicant
Field service management software
21-100 employees
Be an early applicant
£35-39k
More information about location
1-3 days a week in office
21-100 employees
Company mission
To educate and empower field service companies to provide world-class customer journeys.
Role
Who you are
- B2B SaaS Onboarding: 2 years’+ experience in a Technical Consulting or Onboarding role within a B2B SaaS environment
- Technical Aptitude: Demonstrated comfort with data migration, complex system configuration and troubleshooting technical platform challenges
- Training & Facilitation: Experience delivering training sessions (1:1 or group) in a way that is engaging, clear, and tailored to different client needs
- Consultation Skills: Proven ability to provide strategic, high-level advice rather than hands-on assistance. Must be skilled at educating clients to use the system themselves
- Project Management: Proficiency in defining, structuring, and managing technical client onboarding projects and timelines
- Data Fluency: Ability to analyse product usage data and interpret adoption metrics to inform client configuration strategies
- Expectation Management: Strong ability to manage scope, negotiate client requirements, and articulate technical limitations clearly and professionally
- Product Enablement: Hands-on experience with user adoption or enablement tools (Userflow, etc.) or a high technical aptitude for quickly mastering them
- Communication: Exceptional verbal and written skills, with the ability to translate complex technical concepts into clear, client-friendly business value
- Solutions-Oriented and Scalable Thinking: Possesses a proactive approach to anticipating and solving challenges, always seeking ways to improve efficiency and reduce client reliance on one-to-one support
- Organised & Adaptable: Skilled at managing multiple client onboarding projects simultaneously, with a structured approach to project milestones and timelines in a fast-paced environment
What the job involves
- At the heart of Commusoft's success lies our Client Operations, a unified, strategic powerhouse dedicated to maximising client value. Our core mission is the dual pursuit of outstanding client sentiment and driving our Net Retention Rate
- We are not just Support; we are dedicated partners, transitioning from a reactive model to a specialised, proactive system designed for scalable growth and deep client empowerment
- End-to-End Onboarding & Enablement: Lead clients through the full onboarding process, defining the technical project plan and key success goals. Enable specific platform configuration and workflow development based on their business needs
- Training & Consultation: Deliver engaging product training sessions tailored to different client roles and technical abilities. Ensure clients feel confident using the platform and can embed it effectively into their workflows
- Technical Guidance: Act as the primary technical advisor, providing high-level consultation and best practices for technical setup, integrations, data migration, and advanced system configuration. You will guide the client to perform the work, rather than doing it for them, focusing on the strategic 'why' and 'how'
- Smooth Handover & Collaboration: Collaborate with the Sales team to capture client requirements and expectations, ensuring a seamless transition into onboarding and providing technical expertise during pre-sales conversations
- Technical Problem-Solving: Address client technical queries and challenges with a consultative approach. Serve as the primary escalation point for complex technical pain points raised by the Client Success Partners, ensuring quick and accurate resolution
- Product Configuration & Optimisation: Work with clients to configure features and settings to suit their unique business processes, while advising on optimal ways to use the platform for maximum value. Document and flag potential expansion opportunities identified through configuration needs (e.g., specific integrations, custom modules)
- Client Readiness & Monitoring: Regularly check client adoption progress, ensuring training goals are met and clients are confident using the system. Utilise platform usage data to proactively identify configuration risks or adoption blockers during the launch phase
- Feedback & Continuous Improvement: Gather and communicate client feedback during and after onboarding to the Product and Engineering teams to influence the product roadmap and improve implementation processes
- Cross-Functional Collaboration: Partner with Product, Support, and Client Success colleagues to ensure client onboarding is smooth and scalable, flagging any technical improvements needed. Serve as a subject matter expert on the client's third-party software and technology stack
- Proactive Content & Adoption: Leverage tools like Userflow to create and enable targeted, automated product walkthroughs for onboarding and feature adoption. Coordinate and manage client participation in Beta Programs for new features and releases
- Our commitment is delivered through three synergistic teams, ensuring every client feels supported, valued, and successful:
- Client Success: We serve as strategic partners and consultants, concentrating on relationship mastery, proactive business consultation, and technical enablement. We ensure continuous feature adoption and measurable client growth, guiding clients through their entire journey to become long-term advocates
- Technical Support: We are the expert problem-solvers, providing advanced, complex technical resolution. We leverage data and streamlined processes to proactively build a continually improving service model that not only fixes issues but also builds client confidence and deepens satisfaction
- Knowledge & AI Enablement: We are the central engine for empowerment and scalability, curating all internal and external knowledge. This drives AI-powered first-line assistance, equipping clients and employees with the self-service resources required for instant answers and independent success, directly improving the client experience
- Our specialisation ensures that client sentiment remains the foundation of our success, where our expert, targeted service consistently stands out as Commusoft’s key differentiator
Application process
- We usually respond within a week
Salary benchmarks
Our take
Though field services companies are vital for the continued operation of just about everything, they have lagged behind other industries in having specialised solutions for managing their operations. Commusoft exists to change that, providing plumbers, electricians, builders, and trades companies of all stripes with a platform that allows businesses to plan and schedule jobs, provide costing and quotes to customers, and handle client communications from a single application.
While other companies are operating in the field, Commusoft stands out in the market with its focus on its simplicity and digital invoicing functionality which is far more flexible than that provided by competitors.
Commusoft was founded in the UK but in 2019 began its international expansion, opening an office in Chicago to grow into the North American market. Having established a strong presence in the UK its main objective is currently to grow its market share in the US, recruiting teams on both sides of the Atlantic to capture a piece of the enormous American field services sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Company HQ
London, UK
Leadership
Jason Morjaria
(Founder & CEO)Prior to founding Commusoft, Jason founded Oprillo and spent nearly 10 years at Pay2bill as a Consultant.
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