Customer Success Manager (Secure Projects)

Asite; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

Asite, a leading cloud-based platform for construction, is seeking a Customer Success Manager (Secure Projects) to join its London team. You will be the primary contact for a diverse set of global customers, ensuring they derive maximum value from the platform and navigate complex security project requirements.

This role requires strong communication, problem-solving, and empathy, with the ability to document knowledge, work with cross-functional teams, and maintain accurate case records in

Qualifications

• Experience in customer service; technical support experience is a plus.
• Empathise with customers, actively listen, and de-escalate stressful situations.
• Excellent problem-solving skills and strong customer-service orientation.
• Ability to understand technical concepts and explain them clearly to varied audiences.
• Well-organised, self-directed team player with strong written and verbal communication.
• Proven ability to prioritise and manage multiple channels of communication.

Responsibilities

• Assist customers with their use of the Asite Solutions platform.
• Monitor, track, and document customer support calls and related activities.
• Condense facts from emotional customer responses to identify and resolve issues.
• Provide telephone and online support for platform configuration / setup and product functionality.
• Develop knowledge-based articles documenting troubleshooting steps and solutions.
• Keep records up to date using Jira and other ticketing systems.
• Escalate and coordinate issues with Training and Customer Solutions teams.
• Maintain records of key client cases and provide regular feedback to customers.
• Develop a deep understanding of the product and provide useful advice.
• Work with the wider Support team to diagnose key client issues and trends.
• Ensure the online Help guide is kept up to date.

Skills

Customer service

SaaS

Empathy & listening

Technical aptitude

Communication

Team collaboration

Problem solving

Tools

Jira

Job description

Customer Success Manager (Secure Projects)

About Asite

We start with a simple idea: the built environment should be smarter, safer and more sustainable. Everything we do is about helping the people behind major construction and infrastructure projects work together more easily and make better decisions.

Asite offers a cloud-based platform that connects project teams, improves collaboration and manages data from the first design to the final handover. Industry leaders such as Laing O’Rourke, Transport for London and Aldar use Asite to keep their projects running smoothly and delivering strong results.

With offices around the world and a record of steady, profitable growth, we are shaping the future of construction technology while supporting the people who build the world around us.

The Role

We at Asite are looking to fill key roles to join our team to support our delivery in the London team. We are looking for highly motivated individuals with an understanding of Cloud-based and Software as a Service solutions to join our Customer Success department.

Successful candidates will be vibrant individuals with strong interpersonal skills who can work with our existing front and back-office teams and with our channel partners globally to realise every opportunity for providing value to our customers. We expect an extraordinary attention to detail from all members of the Asite team.

As a Client Support Advisor with Asite you will have the opportunity to analyse complex software issues, engage with our worldwide client base, and provide an incredible customer experience every day. In this position, you will be the primary point of contact for a broad variety of customers, assisting with a wide range of questions and issues. Asite will rely on you to listen to and empathise with our clients and use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience.

This is an excellent opportunity for individuals just starting out on their career, or ready to take the next step, who have a passion to work for a growth-focused SaaS company.

Security and Eligibility Requirements - UK Secure Projects

This role will support secure projects within the United Kingdom and is subject to mandatory nationality and security clearance requirements. Applicants must be British nationals and must be eligible to obtain and maintain the relevant levels of UK Government security clearance required for the projects they will support.

These requirements are non-negotiable and are a condition of appointment. Appointment will be subject to the applicable security vetting and clearance processes.

What you'll do

• Assist customers with their use of the Asite Solutions platform.
• Monitor, track, and document customer support calls and related activities.
• Condense facts from emotional customer responses (using deductive reasoning, troubleshooting, and technical language interpretation) to identify and resolve customer issues.
• Provide telephone and online support to customers with questions or issues related to platform configuration/setup, product functionality, etc.
• Contribute to the development of knowledge-based articles documenting troubleshooting steps and common solutions for customers and colleagues.
• Keep records up to date using the Support ticketing system (Jira).
• Escalate and coordinate issues with other appropriate Asite departments, such as Training and Customer Solutions.
• Keep track of key client cases and provide regular feedback to customers.
• Develop a deep understanding of the product.
• Provide customers with useful advice.
• Work with the wider Support team to diagnose key client issues.
• Analyse issue records to identify trends.
• Work with the wider team to ensure the online Help guide is kept up to date .

Qualifications

• Good understanding of construction business processes desirable .
• Experience with remote desktop takeover tools (e.g. Teams, Zoom, WebEx, GoToMeeting).
• Demonstrated ability to empathise with customers, actively listen, and de-escalate stressful situations.
• Excellent problem-solving skills, a strong customer-service orientation, and a commitment to timely, quality solutions to customer issues.
• Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels.
• Demonstrates accuracy and thoroughness and monitors own work to ensure quality; presents numerical data effectively and can read and interpret written information.
• Well-organised, self-directed team player.
• Excellent written and verbal communication skills; listens effectively, transmits information accurately and understandably, and actively seeks feedback.
• Ability to prioritise and plan work activities.
• Ability to monitor multiple communication channels simultaneously.
• Demonstrates professionalism, discretion, and good judgement in all interactions with co-workers and customers.
• Previous experience in customer service; technical support experience preferred.
• Ability to build rapport with customers via phone, email, and video conferencing.
• Knowledge of Asite (or similar products) is an advantage.
• Outstanding work ethic with commitment to results.
• Background in the SaaS industry is an advantage but not essential.
• Advanced technical skills from a computing perspective.