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For Companies At a Glance
- Tasks: Support clients by answering questions and guiding them through our SaaS products.
- Company: Join MaxContact, a leader in customer success and SaaS solutions.
- Benefits: Enjoy a hybrid work model with opportunities for personal growth and development.
- Why this job: Be part of a dynamic team that drives client success and enhances user experience.
- Qualifications: 1+ year experience in SaaS support or implementation; CcaaS knowledge is a plus.
- Other info: Office based in Manchester with necessary customer visits.
The predicted salary is between 28800 - 48000 £ per year.
Our Adoption team (part of the overall Customer Success Team) launch our customer’s journey with MaxContact – onboarding and configuring their solutions, proactively assisting and driving Adoption. They are also there to support clients on their questions throughout the customer lifecycle. This role will involve Customer Care (Support) and Onboarding (Implementation) and is very important to ensure that our clients are able to adopt our solutions and achieve their success outcomes. This is a hybrid role, our office is based in Manchester, and customer visits will be necessary. We have a number of open positions and are looking for individuals with 1 year plus experience in a SaaS business (in Support or Implementation functions) with customer facing roles. Experience of CcaaS, either as a vendor or a user, will also be beneficial.
Key Responsibilities
- Provide guidance to clients answering their questions on how to use our SaaS products. Questions are received from email tickets, webchat or from phone calls.
- Contribute to Onboarding projects with a focus on post go-live hypercare activities to ensure that clients are supported during this crucial phase and adopting high value add features.
- With training and development be able to deliver SMB Onboarding projects with a focus on delivery and achieving success outcomes. Our Onboarding process involved Discovery & Design > Build & Configuration > Testing & Go-live.
- Cross functional collaboration: across the Customer Success Team and throughout the wider business.
- Deliver positive experiences for our clients, measured in survey scores.
Solution Engineer (Adoption) - SaaS (CcaaS) Support / Implementation employer: MaxContact
Contact Detail:
MaxContact Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Solution Engineer (Adoption) - SaaS (CcaaS) Support / Implementation
✨Tip Number 1
Familiarise yourself with our SaaS products and the CcaaS landscape. Understanding the features and benefits of our solutions will help you engage confidently with clients and demonstrate your expertise during interviews.
✨Tip Number 2
Highlight any previous experience in customer-facing roles, especially in SaaS support or implementation. Be ready to share specific examples of how you've successfully guided clients through onboarding processes or resolved their queries.
✨Tip Number 3
Showcase your ability to collaborate across teams. Since this role involves working closely with the Customer Success Team and other departments, emphasise your teamwork skills and any relevant experiences where you contributed to cross-functional projects.
✨Tip Number 4
Prepare for questions about how you would handle client interactions. Think about scenarios where you've had to manage difficult situations or provide exceptional support, as these examples will demonstrate your problem-solving abilities and commitment to client success.
We think you need these skills to ace Solution Engineer (Adoption) - SaaS (CcaaS) Support / Implementation
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in SaaS, particularly in support or implementation roles. Emphasise any customer-facing roles and specific achievements that demonstrate your ability to drive adoption and deliver positive client experiences.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about customer success and how your background aligns with the responsibilities of the Solution Engineer role. Mention any experience with CcaaS solutions and how you can contribute to the onboarding process.
Showcase Relevant Skills: Highlight skills that are crucial for this role, such as communication, problem-solving, and project management. Provide examples of how you've successfully guided clients through onboarding or supported them in using SaaS products.
Prepare for Potential Questions: Think about common interview questions related to customer support and onboarding processes. Be ready to discuss specific scenarios where you helped clients achieve success with SaaS solutions, as this will demonstrate your capability for the role.
How to prepare for a job interview at MaxContact
✨Understand the SaaS Landscape
Make sure you have a solid grasp of the SaaS industry, particularly in relation to CcaaS. Familiarise yourself with common challenges and solutions that clients face, as this will help you demonstrate your knowledge during the interview.
✨Showcase Your Customer Care Skills
Prepare examples from your previous roles where you've successfully assisted customers. Highlight your ability to handle queries through various channels like email, webchat, and phone calls, as this is crucial for the role.
✨Emphasise Onboarding Experience
If you have experience in onboarding or implementation, be ready to discuss specific projects you've worked on. Focus on how you contributed to the success of these projects and the positive outcomes for clients.
✨Demonstrate Cross-Functional Collaboration
Since this role involves working with different teams, think of instances where you've collaborated effectively with others. Be prepared to explain how you can contribute to a cohesive team environment at the company.
