Customer Success Associate

JR United Kingdom; Esher; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An innovative firm is seeking a motivated Customer Success Associate to support research institutions with their digital products. This role offers the opportunity to develop skills in technical support, customer management, and project management while ensuring customer satisfaction. The ideal candidate will thrive in a customer-facing position, providing guidance and training to help clients maximize their use of the products. With a focus on collaboration and problem-solving, this position is perfect for those eager to make a positive impact in the research community.

Benefits

Pension

Qualifications

• Strong problem-solving abilities and excellent communication skills.
• Ability to work independently and as part of a team.

Responsibilities

• Developing and maintaining relationships with customers.
• Providing technical support and guidance on products.
• Creating and delivering customer training sessions.

Skills

Problem-solving

Communication Skills

Technical Understanding

Teamwork

Job description

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At Infonetica, we empower the world’s leading researchers with an ecosystem of software products that make their lives easier, so they can focus on delivering the ground-breaking research of tomorrow.

Supporting over 2 million research projects across 14 countries, we bring together thinkers, tinkerers, passionate software developers and inspiring technologists to help solve our customers’ challenges. Together, we're united by a sense of pragmatism, purpose and a deeply held belief that digital products and technology alone won't transform or save the world: it's the people that count.

About you:

Infonetica is looking for a motivated candidate eager to start a career in supporting research institutions through our suite of digital products. The role will give you exposure to technical support, customer management and training and project management skills as you grow into the role. You will be comfortable settling into a customer facing role supporting research institutions to get the most out of Infonetica products.

The role:

The Customer Success Associate is a key role in the success of our customers. The successful candidate will be responsible for ensuring our customers have a positive experience with our products and services. They will be responsible for:

• Developing and maintaining relationships with customers
• Providing technical support and guidance on Infonetica products to customers through our support desk
• Identifying customer needs and providing solutions using Infonetica products
• Monitoring customer usage and providing advice on product features
• Creating and delivering customer training sessions
• Providing reporting on customer data to internal stakeholders
• Providing feedback to the product and development teams
• Ensuring customer satisfaction and loyalty
• Support project managers in implementing Infonetica products

Core skills and experience:

• Strong problem-solving abilities
• Excellent communication skills, both verbal and written
• Ability to pick up a technical understanding of new tools and train others in their use
• Ability to work independently and as part of a team

Desirable skills and experience:

• Experience working in a SAAS business
• Experience working in a customer-facing role
• Experience working in a project management role

Salary & Benefits:

• Pension

Working Location:

The primary work location for the role is Esher (KT10 9SD), which is a 30-minute train ride from London Waterloo or just off the A3 if you are driving in. We are currently working three days a week in the office on Mondays, Tuesdays and Thursdays.