Client Support & Implementation Specialist

EA First Compass House; Cambridge; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A staffing and consultancy agency based in Cambridge is seeking an experienced professional to lead their client support function. The role emphasizes ownership of the support queue, process improvements, and cross-functional collaboration. Strong communication and problem-solving skills are essential, along with familiarity with support tools like Zendesk or Salesforce. This is a full-time hybrid position that offers flexibility, competitive salary, and additional benefits including an annual bonus.

Benefits

Annual bonus

Pension scheme

Flexible working

Qualifications

• Experience interacting with customers in a support role.
• Ability to communicate complex topics effectively.
• Strong problem-solving and data interpretation skills.

Responsibilities

• Take ownership of the client support queue and processes.
• Design scalable support processes and workflows.
• Collaborate with stakeholders for platform configuration.

Skills

Process Builder

Client Experience

Problem Solving

Communication

Project Skills

Tools

Zendesk

HubSpot

Salesforce

Job description

Overview

Looking for a progressive and evolving role where your primary mission will be to own, operate and build a client support function?

This is a role with high visibility, variety, and impact. It offers the chance to build a central function of the company while maintaining deep technical engagement with products and clients.

You will not only resolve client issues but also act as the architect of the support infrastructure. You will work with the internal teams to design processes, select tools, and shape a support function that can scale with the business.

Responsibilities

Owning & Scaling Client Support

• Own the Function - Take full ownership of the support queue
• Build for Scale - Design and implement scalable support processes and workflows
• Knowledge Architecture: Build and maintain a practical, well-organised knowledge base to reduce ticket volume and empower clients to self-serve.
• Metrics & Reporting - Track and interpret support metrics to highlight what is working, identify trends, and report on the health of the support function to leadership.
• Cross-Functional Collaboration

Project Delivery & Implementation

• Configuration & Customisation - Collaborate with stakeholders to initially configure the platform, ensuring models are accurately parameterized to reflect specific business risks
• Data Management - Facilitate complete and accurate client data gathering for input into the platform and provide quality control on modelling results
• Client Training - Develop and deliver effective client workshops and training sessions
• Project Execution - Execute project plans with revisions

We're looking for the following skills and experience

• Process Builder: Someone who enjoys improving systems and helping build better processes, not just following existing ones.
• Client Experience: Experience interacting with customers
• Problem Solving: A technically oriented self-starter with a natural aptitude for problem-solving and data interpretation.
• Communication: Excellent interpersonal, written, and verbal skills, with the ability to communicate complex topics to technical and non-technical audiences.
• Project Skills: Experience leading projects with good time-management and organisational skills.

Ideally, you\'ll also have

• Industry Knowledge: An understanding of the current sustainability regulatory landscape (e.g., TCFD, IFRS, and CSRD) or experience in climate change, nature risk, economics, or risk.
• SaaS Experience: Experience working with clients as part of a consulting or SaaS technology organisation.
• Support Tech: Familiarity with support tools such as Zendesk, HubSpot, or Salesforce.

This is a fantastic opportunity to develop within a growing organisation, that offers autonomy, flexibility and a very competitive salary and benefits package including an annual bonus.

Location:

Hybrid working (at least 1 day in the office - Cambridge based)

Hours:

Full time with flexible working

Salary:

Negotiable

Benefits:

Annual bonus, pension scheme, flexible working and more!

EA First Ltd are acting as an Employment Agency for this permanent vacancy.