Customer Success Support Specialist
Wizcom Telford
Are you passionate about education and customer success? At Wizcom Tech, we’re looking for a Customer Success Support Specialist to ensure our customers achieve their goals with our innovative solutions. Drawing on your experience in the education sector you’ll play a key role in onboarding, training, and supporting customers with our products.
If you love working closely with people, advocating for their needs, and helping them succeed, this is the perfect role for you!
Key Responsibilities- Onboarding & Training: Guide educators through product onboarding, provide detailed product training, and work with stakeholders to secure feedback.
- Customer Advocacy: Advocate for product development that supports customer needs, support development teams to understand the challenges and experiences of the product user in the school setting.
- Support: Provide professional responses to inquiries, troubleshoot technical issues, and resolve complex cases with clear communication.
- Engagement Monitoring: Track customer feedback and present it to the development team, proactively address concerns, and identify opportunities for growth.
- Process & Product Improvement: Use feedback to refine strategies, improve processes, and enhance product usage.
- Cross-Team Collaboration: Work the development team and education lead to ensure seamless customer journeys and support.
- Creative: Be able to confidently produce resources, presentations and reports.
- Customer Retention & Engagement:
- Achieve an 80% customer retention rate from trial to full adoption.
- Conduct at least two proactive touchpoints during every customer trial.
- Onboarding & Documentation:
- Map and document all customer journeys for smooth onboarding.
- Create and maintain up-to-date support materials.
- Product Adoption & Support:
- Deliver tailored training sessions to boost product understanding.
- Respond to customer inquiries within agreed SLAs.
- Process Improvement:
- Regularly implement customer feedback to improve products and processes.
- Ensure all support resources remain current and relevant.
INDWZM
Requirements- Have a HLTA qualification equivalent or above.
- Proven ability to build meaningful customer relationships and deliver exceptional service.
- Outstanding verbal and written communication skills to present complex concepts clearly.
- Creative and proactive problem-solving abilities.
- Quick learner with the ability to explain technical solutions to a non-technical audience.
- Experience in customer success or support roles.
- Proficiency in Microsoft 365 and CRM platforms.
- Strong project management skills for task prioritisation and execution.
- 25 days holiday (which increases by 1 day every year on your anniversary)
- Hybrid working
- Salary up to £35,000
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