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For Companies At a Glance
- Tasks: Help clients adopt our SaaS solutions through onboarding and support.
- 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 makes a real impact.
- Qualifications: 1+ year experience in SaaS support or implementation; CcaaS knowledge is a plus.
- Other info: Office based in Manchester with necessary client visits.
The predicted salary is between 36000 - 60000 £ 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.
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 how our solutions work and the common challenges clients face will help you engage more effectively during interviews.
✨Tip Number 2
Showcase your customer-facing experience by preparing specific examples of how you've successfully supported or onboarded clients in previous roles. This will demonstrate your ability to drive adoption and ensure client success.
✨Tip Number 3
Network with current employees or industry professionals who have experience in SaaS support or implementation. They can provide insights into our company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Prepare to discuss your approach to cross-functional collaboration. Since this role involves working closely with various teams, being able to articulate your teamwork skills and experiences will set you apart from other candidates.
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, express your enthusiasm for the role and the company. Mention your understanding of the importance of onboarding and customer success in a SaaS environment, and provide examples of how you've contributed to similar projects in the past.
Showcase Relevant Skills: Highlight skills that are crucial for the role, such as communication, problem-solving, and project management. If you have experience with CcaaS, make sure to mention it, as it will strengthen your application.
Follow Up: After submitting your application, consider sending a polite follow-up email to express your continued interest in the position. This can help keep your application top of mind for the hiring team.
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 effectively and how you contributed to positive customer experiences, as this is crucial for the role.
✨Familiarise Yourself with Onboarding Processes
Since the role involves onboarding clients, be ready to discuss your experience with similar processes. Understand the key stages of onboarding and be prepared to explain how you would ensure a smooth transition for clients.
✨Demonstrate Cross-Functional Collaboration
The job requires working closely with various teams. Be prepared to discuss instances where you've collaborated with others to achieve a common goal, showcasing your teamwork and communication skills.
