Client Success Product Training and Onboarding Specialist, Commusoft
£28-35k
2+ days a week in office (Elephant & Castle, London)
Field service management software
Job no longer available
Field service management software
21-100 employees
Job no longer available
£28-35k
2+ days a week in office (Elephant & Castle, London)
21-100 employees
Company mission
To educate and empower field service companies to provide world-class customer journeys.
Role
Who you are
- 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
What the job involves
- 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 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
- 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: Utilize 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
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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