Hybrid SaaS Customer Success & Implementation Analyst

Civica

Greater London

Hybrid

GBP 35,000 - 52,000

Full time

9 days ago

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Benefits offered by this job

Private Medical Insurance

Health Cash Plan

Dental Insurance

EV Scheme

Affinity Groups

Bounty Bonus

25 Days Annual Leave

Job summary

Civica Engagement Solutions in the UK is seeking an Account Executive to support customers of our SaaS offerings, lead implementation and training, and act as a trusted contact for a portfolio of clients. You will collaborate with product and sales teams to gather feedback, drive adoption, and contribute to service improvements.

The role is hybrid (Southbank office/Home) and supports a mix of customer-facing activities, onboarding new clients, and ongoing success initiatives.

Qualifications

Experience in a customer-facing role supporting SaaS solutions, and/or NHS/patient experience sector.
Experience in engagement, communications, healthcare, BI, big data, IT or market research.
Excellent written and verbal communication skills.
Strong organisational skills, attention to detail and the ability to manage several priorities effectively.
Confidence using SaaS products and other software tools, including Microsoft Word and Excel.
The ability to understand and work with data and numbers.
A collaborative, proactive approach, with strong problem-solving skills and an interest in improving and innovating solutions.

Responsibilities

Support customers by telephone, email and online, understanding their needs and providing clear, practical solutions.
Accurately log and manage customer requests using the internal case management system, keeping customers and colleagues updated.
Act as the named contact for a selection of customers, taking part in review meetings and regular catch-ups.
Lead the implementation, configuration and project management of new client systems from initial requirements through to successful go-live.
Deliver customer training, including face‑to‑face sessions where appropriate, and help develop e‑learning, videos and webinars.
Share customer ideas and requests with the product management team to support product development and service improvement.
Build a strong understanding of Civica Engagement Solutions products and services, keeping up to date with relevant sector developments.
Maintain data confidentiality and follow relevant data protection, ISO 9001 and ISO 27001 processes and guidance.
Work collaboratively across teams, share knowledge and support colleagues to deliver a consistently high‑quality customer experience.
Contribute to demos, pitches, conferences and events where appropriate, supporting the growth of relevant product areas.
Identify opportunities to improve our services, processes and solutions, and help put positive changes into practice.