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

JR United Kingdom; Manchester; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the SaaS sector is seeking a Customer Support & Onboarding Specialist to join their Adoption team in Manchester. This hybrid role involves guiding clients through the onboarding process, ensuring effective use of their solutions, and delivering positive client experiences. Candidates should have over a year of experience in SaaS environments, particularly in customer-facing roles, to help drive adoption and success outcomes.

Qualifications

• Over 1 year of experience in a SaaS environment.
• Experience in Support or Implementation roles.
• Experience with CcaaS is advantageous.

Responsibilities

• Provide guidance to clients via email, webchat, or phone.
• Support clients during post go-live hypercare activities.
• Deliver SMB onboarding projects focusing on success outcomes.

Skills

Customer Support

Onboarding

SaaS Experience

Customer-facing

Job description

Job Title: Customer Support & Onboarding Specialist

About the Job:

Our Adoption team, part of the Customer Success Team at MaxContact, manages the onboarding and configuration of our customers' solutions, proactively assisting and driving adoption. The team supports clients throughout their lifecycle, addressing questions and ensuring successful use of our SaaS products.

This role involves Customer Support and Onboarding (Implementation) to ensure clients adopt our solutions effectively and achieve their success outcomes.

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

We are seeking individuals with over 1 year of experience in a SaaS environment, particularly in Support or Implementation roles, with customer-facing experience. Experience with CcaaS, either as a vendor or user, is advantageous.

Key Responsibilities:

1. Provide guidance to clients via email tickets, webchat, or phone calls on how to use our SaaS products.
2. Support clients during post go-live hypercare activities to ensure successful adoption of high-value features.
3. Deliver SMB onboarding projects focusing on delivery and success outcomes, following our Discovery & Design, Build & Configuration, Testing, and Go-live phases.
4. Collaborate across the Customer Success Team and the wider business.
5. Deliver positive client experiences, measured by survey scores.