Solution Engineer (Adoption) - SaaS (CcaaS) Support / Implementation

JR United Kingdom; Bolton; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

A leading company seeks a Customer Success Specialist to join their Adoption team, focusing on client onboarding and support. This hybrid role involves guiding clients through the adoption of SaaS solutions, ensuring they achieve their desired outcomes. Ideal candidates have experience in customer care within a SaaS environment.

Qualifications

• 1+ years of experience in SaaS in Support/Implementation.
• Customer-facing experience.
• Experience with CcaaS preferred.

Responsibilities

• Guide clients using SaaS products through email, webchat, phone.
• Contribute to onboarding projects to ensure client success.
• Deliver SMB onboarding projects from design to go-live.

Skills

Customer Care

Onboarding

Client Support

Job description

About the Job

Our Adoption team, part of the Customer Success Team, manages the customer journey with MaxContact by onboarding and configuring solutions, proactively assisting, and driving adoption. They support clients throughout their lifecycle with questions and support.

This role involves Customer Care (Support) and Onboarding (Implementation), ensuring clients successfully adopt our solutions and achieve their outcomes.

This is a hybrid role based in Manchester, with customer visits required.

We seek individuals with 1+ years of experience in a SaaS business in Support or Implementation roles, with customer-facing experience. Experience with CcaaS, as a vendor or user, is beneficial.

Key Responsibilities

• Guide clients on using our SaaS products via email tickets, webchat, or phone calls.
• Contribute to onboarding projects, focusing on post go-live support to ensure client success and adoption of high-value features.
• Deliver SMB onboarding projects, covering Discovery & Design, Build & Configuration, Testing, and Go-live, with training and development.
• Collaborate across teams within the company.
• Provide positive client experiences, measured by survey scores.