Customer Account Manager

AssetWorks USA Inc.; Greater London; A distancia; GBP 45.000 - 65.000; Jornada completa

Descripción de la vacante

Lightbulb Analytics (LBA) is a UK-based data analytics and telematics software company that helps organisations optimise fleet operations. We are seeking a Customer Care Manager to lead onboarding, support, and training while gathering customer insights to shape the product roadmap.

You will collaborate with cross-functional teams to ensure successful implementations, high customer satisfaction, and effective knowledge transfer.

Formación

• 2+ years in Customer Success, Implementation, or Support within SaaS
• Experience supporting software implementations and onboarding
• Strong technical aptitude to understand software architecture and data flows
• Ability to manage end-to-end support and triage tickets
• Experience gathering customer feedback to inform product roadmap
• Excellent communication and stakeholder management

Responsabilidades

• Manage and support customer onboarding and software implementation projects from start to finish
• Provide first-level support by triaging tickets and ensuring timely resolution
• Deliver training sessions, resources, and documentation to enable customers
• Monitor customer success metrics and identify opportunities to improve satisfaction
• Gather and analyze customer feedback to inform product decisions
• Collaborate with Sales, Support, Product, and Operations for a seamless experience
• Maintain records of interactions, project status, and feedback
• Develop or contribute to internal knowledge base articles and best practices

Conocimientos

Customer Success

Project Coordination

Communication skills

CRM experience

Herramientas

Salesforce

Zendesk

Descripción del empleo

Job Summary:
We’re looking for a Customer Care Manager to join our growing team. This role is perfect for a dynamic, driven professional who’s passionate about creating exceptional customer experiences and making a tangible impact across customer support, implementation, and shaping the product roadmap through customer insights.

The ideal candidate brings a strong combination of project implementation experience, customer support expertise, and training capabilities, along with prior experience working within a software company. Success in this role depends on the ability to collaborate effectively with both internal teams and client stakeholders to meet project objectives, improve operational processes, and consistently deliver exceptional value to customers.

Job Description:

THE COMPANY

Lightbulb Analytics (LBA) is a UK-based data analytics and telematics software company that supports organisations in improving the efficiency and effectiveness of their fleet operations. The company specialises in transforming vehicle and operational data into actionable insights, with a particular focus on police forces and other public sectors and commercial fleets. By providing tools for vehicle tracking, utilisation analysis, driver behaviour monitoring and performance reporting, LBA helps organisations optimise resource deployment, enhance safety and reduce operational costs.

THE POSITION

We’re looking for a Customer Care Manager to join our growing team. This role is perfect for a dynamic, driven professional who’s passionate about creating exceptional customer experiences and making a tangible impact across customer support, implementation, and shaping the product roadmap through customer insights.

The ideal candidate brings a strong combination of project implementation experience, customer support expertise, and training capabilities, along with prior experience working within a software company. Success in this role depends on the ability to collaborate effectively with both internal teams and client stakeholders to meet project objectives, improve operational processes, and consistently deliver exceptional value to customers.

REPORTING STRUCTURE

- Reports to the Commercial Director of the LBA team.
- Primarily remote with travel required for Project kick-off & client meetings across the UK.

KEY QUALIFICATIONS

2+ years of experience in Customer Success, Implementation, Project Coordination, or Customer Support within a software/SaaS environment Proven experience supporting software implementations, onboarding, or rollouts

Strong technical aptitude with the ability to understand software architecture, system workflows, APIs, integrations, and data flows

Experience troubleshooting complex software issues and working closely with Engineering and Product teams to drive resolution

Ability to manage end to end support process including triage of support tickets and working closely with technical colleagues and clients to resolve tickets in a timely manner

Strong ability to gather, synthesize, and communicate customer feedback to inform product roadmap discussions

Excellent communication and interpersonal skills, with the ability to work effectively with client stakeholders at various levels

Strong organizational and project coordination skills, with the ability to manage multiple priorities simultaneously

Experience delivering or supporting customer training, documentation, or enablement materials

Comfortable working with CRM and customer success tools (e.g., Salesforce, Zendesk, or similar)

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Customer Care and Implementation

Manage and support customer onboarding and software implementation projects from start to finish.

Provide first-level support to our clients by triaging incoming support tickets, gathering necessary information, and ensuring timely escalation and resolution.

Serve as a primary point of contact for customers during implementation and ongoing usage. Deliver training sessions, resources, and documentation to ensure customers are fully enabled.

Monitor and track customer success metrics, identifying opportunities to improve satisfaction and adoption.

Product Collaboration & Feedback

Gather and analyze customer feedback, feature requests, and usage trends. Collaborate with Product and internal teams to translate customer insights into actionable product recommendations.

Support product roadmap planning by providing data-driven input from customer interactions.

Cross-Functional Coordination

Work closely with Sales, Support, Product, and Operations teams to ensure a seamless customer experience.

Assist in coordinating internal resources to meet project deadlines and client expectations. Identify process improvements across implementation, support, and product engagement workflows.

General Responsibilities

Maintain accurate records of customer interactions, project status, and feedback.

Help develop internal knowledge base articles, FAQs, and best practices. Foster strong relationships with clients, promoting trust, satisfaction, and long-term retention.

WHAT YOU BRING

A customer-first mindset and passion for creating exceptional client experiences

Strong technical aptitude with the ability to understand software applications, troubleshoot customer issues, analyze system behavior, and effectively communicate with technical and non-technical stakeholders

Experience working with APIs, integrations, databases, or other technical systems is considered a strong asset

Proven experience in customer success, project implementation, or onboarding within a software/SaaS environment

Strong ability to gather, synthesize, and communicate customer insights to inform product decisions

Excellent communication, presentation, and interpersonal skills to engage with clients and internal teams

Highly organized, proactive, and detail-oriented, with the ability to manage multiple projects simultaneously

Collaborative spirit and comfort working cross-functionally with Product, Support, Sales, and Operations

Flexibility in managing your role and key requirements of the role with an ability to adapt to changing priorities and business needs.

Worker Type:

Regular

Number of Openings Available:

1