Customer Success Executive

JR United Kingdom; Northampton; Remote; GBP 35,000 - 55,000; Full time

Job summary

A global leader in PKI and electronic signature solutions seeks a Customer Success Executive. This role blends technical knowledge with customer service, ensuring client satisfaction post-sales by translating technical issues and collaborating with engineering teams. Comprehensive training is provided for candidates looking to enhance their technical skills in a supportive environment.

Benefits

25 days holiday plus Christmas days

Comprehensive pension scheme

Private medical cover

Performance bonuses

Qualifications

• Hands-on experience with Windows and Linux operating systems.
• Ability to communicate technical information effectively.
• Experience with database and cloud services is a plus.

Responsibilities

• Responsible for post-sales activities, ensuring customer satisfaction.
• Collaborates with engineering teams to enhance product quality.
• Leads technical demonstrations and supports customer installations.

Skills

Communication

Technical Knowledge

Customer Service

Problem Solving

Time Management

Education

Relevant degree or equivalent experience

Tools

Microsoft Azure

Windows

Linux

Job description

Ascertia is a global leader in PKI and high-trust electronic signature solutions, designing and developing software products sold worldwide mainly through local reseller partners. The company has experienced solid revenue growth and is hiring new team members to drive further sales and growth. This role offers an excellent platform for candidates to develop their skills and work with a talented team to achieve global success.

The Customer Success Executive (CSE) is responsible for post-sales activities with new customers, translating technical information into understandable terms, resolving technical issues, and collaborating with engineering teams to implement new features. The CSE acts as the first point of contact after the initial sale, ensuring customer satisfaction and product performance.

Successful candidates should be able to listen to customer concerns, rephrase these concerns, and work with engineering teams to enhance the product and service quality. The role involves advocating for both customers and the business, requiring a blend of technical knowledge and customer service skills.

This is a technical role, requiring hands-on experience with installing operating systems (Windows and Linux), databases, and cloud services such as Microsoft Azure. Whether you're a recent graduate or transitioning into a more technical position, comprehensive training will be provided to support your success.

1. Supporting sales teams and partners to qualify and evaluate opportunities, working alongside a Customer Success Manager (CSM) as needed.
2. Preparing and presenting technical solutions and proposals in collaboration with sales teams and partners.
3. Conducting technical presentations, whiteboard sessions, and product demonstrations.
4. Leading Proof of Concepts (POCs) and solution deployments, providing clear instructions and managing customer information and project notes.
5. Creating and maintaining project templates and ensuring successful customer project outcomes.
6. Guiding customers or partners through installations and configurations to demonstrate solution effectiveness.
7. Communicating product updates and coordinating seamless upgrade processes.
8. Assisting support teams with upgrades and routine maintenance tasks.
9. Managing support requests efficiently, prioritizing and communicating effectively.
10. Providing training to customers and partners as needed (LMS will replace this role).
11. Documenting and logging enhancement requests from clients and partners.
12. Updating architecture, deployment guides, training materials, and other relevant documentation.
13. Hosting remote calls and sessions with key accounts to provide ongoing support and advice.
14. Gaining knowledge of Ascertia’s products, PKI, and relevant regulations such as EU eIDAS and GDPR.

Teamwork, Communication, and Feedback

1. Collaborating with other departments and supporting wider team initiatives.
2. Providing feedback on product performance and improvement areas to leadership.
3. Suggesting product development ideas to facilitate easier deployment and higher resilience.

Flexibility is essential to work when and where required, maintaining high standards of presentation and communication to ensure customer satisfaction and repeat business. The role demands excellent self-discipline, time management, and a friendly, helpful manner, with remote working and occasional international travel expected.

Job Offer

The position offers a competitive salary with performance bonuses, 25 days holiday plus Christmas days, a comprehensive pension scheme (8% employer, 5% or more employee contribution), private medical cover, and 4x base salary death-in-service insurance. Business expenses are reimbursed, and the role involves home-based work with occasional travel to partners and clients, typically once or twice a month. Normal UK working hours are 09:00 to 17:30, with flexibility required for different time zones.

Why work for Ascertia?

Ascertia specializes in high-trust PKI and electronic signature solutions, selling directly and via a global partner network. Recognized by industry leaders and rated highly by Gartner, Ascertia is committed to building strong relationships with partners, customers, and colleagues. The company values a friendly, collaborative environment focused on innovation and excellence.

Product Information

Founded in 2001, Ascertia provides high-trust solutions for digital signatures, timestamping, and certificate management. Its key products include:

• SigningHub: A comprehensive signing solution enabling workflow document signing, available on-premise, private cloud, or public cloud.
• ADSS Server: An advanced PKI framework supporting qualified and AATL certificates, key management, remote signing, and long-term signature verification.