Customer Success Support Specialist
Wizcom Telford Full-time
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 Literacy, English, and/or SEND support or teaching in any key phase, you’ll play a key role in onboarding, training, and supporting customers, fostering long-term relationships, and driving customer satisfaction.
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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