SaaS Customer Success & Implementation Specialist

Civica UK Ltd; Greater London; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

25 Days Annual Leave + bank holidays

Volunteering days - up to 3

Pension Contributions - 5% employer

Income Protection - up to 75% salary

Life Assurance - 4x salary

Critical Illness Cover - £25,000

Private Medical Insurance

Health Cash Plan

Dental Insurance

EV Scheme

Affinity Groups

Bounty Bonus

Job summary

Civica Engagement Solutions is seeking a Customer Support Analyst to help customers maximise the value of our SaaS products. The role involves guiding implementations, configuration, and go-live, with close collaboration across product, sales and service teams.

You will log requests, provide practical solutions, deliver training, and capture feedback to drive product improvements while maintaining data confidentiality and quality standards.

Qualifications

• Experience in a customer-facing role supporting SaaS solutions.
• Experience in NHS or patient experience sector is a plus.
• Strong written and verbal communication skills.
• Excellent organisational skills and ability to manage priorities.
• Comfort using SaaS tools and Microsoft Word/Excel.
• Ability to understand and work with data and numbers.
• Collaborative, proactive approach and problem-solving mindset.

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.

Skills

Customer-facing SaaS experience

NHS/patient experience knowledge

Engagement & communications

Healthcare/business intelligence/big数据

Data interpretation

Collaboration across teams

SaaS product proficiency (MS Word/EXL)

Analytical mindset

Tools

Microsoft Word

Microsoft Excel

Job description

Civica Engagement Solutions is seeking a Customer Support Analyst to help customers maximise the value of our SaaS products. The role involves guiding implementations, configuration, and go-live, with close collaboration across product, sales and service teams.

You will log requests, provide practical solutions, deliver training, and capture feedback to drive product improvements while maintaining data confidentiality and quality standards.